Senior Manager, Customer Support

NIQ Customer Support team is focusing on building positive customer experiences by offering outstanding customer-centric servicing and support to uncover insights on consumer buying behavior, in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutioning.

Responsibilities

• Support team in managing in-market complex customer queries, build apt hypothesis and bring prompt resolution with data support and effective communication.
• Work closely with in-market Consulting, Analytics & Insights team, Operations and Data Science, Global customer Service Centre to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes.
• Create an environment to encourage and drive solution mindset and to leverage best practices.
• Enhance servicing efficiencies through planning and execution of client engagement model to attain acceptable client (NPS) satisfaction scores.
• Measure emerging issues and quality trends, flag out areas of improvement regularly, and share with respective teams for improvement.

Qualifications

A Little about You Curiosity drives your interest in what moves the market. You find potential in percentages. Managing time and deadlines comes naturally to you. You’re known for your impeccable organization. Connecting with key internal stakeholders and clients matters to you, and that motivates you to take initiatives and continue seeking streamlined approach. Embracing utilization of digital and cloud services. You’re always looking for what’s next.

• 5+ years of experience in market research-preferably at NIQ and having good exposure to Retail Measurement processes.
• Ability to proactively understand customer requirements and identify opportunities for Product/ process improvements.
• Good understanding of Research with an analytical frame of mind to be able to understand client business questions and can answer the same using available data and information in a compelling manner.
• Good communication and visualization skills.
• Business English knowledge, both verbal and written.
• Additional Asian language skills is an advantage.
• Open for change, integrity & client centric mindset.

Additional Information

• Flexible working environment
• Volunteer time off

About NIQ NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population. For more information, visit NIQ.com #J-18808-Ljbffr