Job Description
Client Servicing and Value Creation
Leads delivery against SLA for assigned clients and accountable to managing the client relationship
Leads client relationship management throughout issue escalation in collaboration with internal stakeholders
Ensures delivery of meaningful insights to assigned clients. Delivery on client business issues and tracking of outcomes
Where required presents to varied client audiences delivering insightful and actionable recommendations
Contribute to Thought Leadership and other industry presentations where required
Responsible for collecting Voice of Client on their experience & servicing quality
Discovering and Proposing
Work with Commercial team to include Service Model elements in contract renewal with clients from the planning stage
Responsible for identifying opportunities through day-to-day engagement and handling off to Commercial teams for further stages.
Client Engagement Model
Owns the client WIP and responsible for regularly updating client health internal tracker, with ability to anticipate issues before they occur, bringing all NielsenIQ functions and key partners together to act on/resolve issues.
Leads the Joint Business Plan process via identifying and aligning client business priorities to define the strategic service delivery elements with clear execution timeline and SMART objectives
Leads Client review process, focusing on service quality and ROI elements to refine the Joint Business Plan and alignment with clients on a regular basis
Accountable for Net Promoter Score (Client satisfaction survey) process & result, ensuring service quality meets client expectation, timely addressing client escalations.
People Management
You will not have any direct reports but will be responsible for all work delivered by junior associates assigned to your clients.
Ensuring prompt delivery of service, ensure the quality of the data insight with actionable business recommendation, based on a deep understanding of client business and expertise across NielsenIQ solutions.
Provide support, recognition and feedback to assist associates towards achieving the performance expectations and standards
Act as coach, guide and mentor to employees and contribute to succession plan for the team
Establish a strong team environment focused on exceeding internal and external client requirements
Qualifications
Years of experience: 6-7 or more years’ experience with good knowledge of research products, services and data.
Excellent awareness of market conditions and client business environment
Very good client-facing and communication/presentation skills
Financial understanding (e.g. P&L, EBITDA) and how this relates to business success
Demonstrates excellent client leadership
Excellent consultative selling skills
Capable of working as part of a team within a fast paced, challenging and demanding environment whilst maintaining high standards
Strong negotiator
Experienced people manager (preferred not required)
What We Can Offer
Friendly community and team culture that promotes flexibility, openness, and simplicity
Interesting work in a dynamic environment and a multi-cultural team
Great learning and career development opportunities
Onboarding programs and trainings
Additional Information
All your information will be kept confidential according to EEO guidelines.
About NielsenIQ
NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.
NielsenIQ is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.
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