Customer Support leader for EEMEA

NielsenIQ; Sharjah; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading consumer intelligence company is seeking a Customer Support Leader for the EEEMA region. This strategic role involves managing a dedicated team to provide exceptional service and support, ensuring operational excellence, and fostering relationships with clients. The ideal candidate will have extensive market research experience, demonstrate leadership skills, and possess a strong client-centric approach.

Benefits

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee Assistance Program (EAP)

Qualifications

• 15 years of experience in market research, preferably at NIQ.
• 10 years of people management experience with strong engagement results.
• Fluent in business English, both written and spoken.

Responsibilities

• Lead Customer Support team with an emphasis on service experience.
• Monitor key performance metrics and implement improvements.
• Foster a customer-centric culture promoting empathy and commitment.

Skills

Project Management

Analytical Thinking

Communication

Problem Solving

Team Engagement

Education

Bachelor's degree

Job description

As the Customer Support Leader for EEEMA you will play a pivotal role by managing a dedicated team of Customer Support associates. Your key responsibilities will include ensuring that we deliver consistent highquality service and adhere to governance standards while enhancing our clients understanding and confidence in NIQ data. Success in this position requires a solid grasp of each clients unique business needs and deep expertise in NIQ solutions.

More than just a strategic thinker you will serve as an inspiring leader guiding a passionate team toward operational excellence. Your efforts will drive growth and ensure exceptional customer satisfaction making a meaningful impact on our clients and their success. Join us in this exciting opportunity to lead and innovate in customer support!

Responsibilities:

Lead the team with a laser focus on delivering an unmatched service experience ensuring every touchpoint is characterized by speed accuracy and solutionoriented approaches.

Collaborate with various internal teams including inmarket Consulting Analytics & Insights Sales 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.

Monitor and analyze key performance metrics identifying trends and opportunities for improvement and taking corrective action as needed to ensure the consistent achievement of service goals.

Build and maintain strong relationships with customers demonstrating empathy active listening and a genuine commitment to their satisfaction.

Engage and manage escalations present to clients and execute issue resolution cross NIQ network

Create an environment to encourage and drive solution mindset and to leverage best practices.

Enhance servicing efficiencies and improve the NPS and tNPS satisfaction scores.

Identify emerging issues and quality trends flag out areas of improvement regularly and suggest product development needs of clients for building product roadmap where required.

Stay up to date on product updates (Discover new release Omni etc.) and company news to provide knowledgeable support and guidance to customers.

Foster a customercentric culture within the team promoting empathy active listening and a genuine commitment to customer satisfaction.

Qualifications :

15 years of experience in market research preferably at NIQ and having good exposure to Retail Measurement processes.

A broad understanding of client sales and marketing issues

Management and Process Skills

10 years of people management experience with strong team engagement results

Proven track record in driving change process improvements and automation

Experience in finance including productivity and P&L management

Strong project management skills with a problemsolving mindset

Techsavvy and enthusiastic about operational efficiency

Excellent communication and stakeholder management

Analytical thinker with a clientcentric approach

High integrity adaptable and proactive

Fluent in business English (written and spoken)

Additional Information :

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• EmployeeAssistanceProgram (EAP)

About NIQ

NIQ is the worlds 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 insightsdelivered with advanced analytics through stateoftheart platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds population.

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Our commitment to Diversity Equity and Inclusion

NIQ is committed to reflecting the diversity of the clients communities and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce measurement and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative ActionEmployer 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. Our global nondiscrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: Work :

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Employment Type :

Fulltime