Customer Support leader for EEMEA

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

Job summary

A leading consumer intelligence firm in Sharjah is seeking a Customer Support Leader to manage a team of associates. The role involves ensuring top-notch service, managing client relationships, and driving operational excellence. Ideal candidates will have extensive experience in market research and a proven track record of team management. This opportunity offers a full-time position with a range of benefits including a flexible working environment and ongoing learning opportunities.

Benefits

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee Assistance Program (EAP)

Qualifications

• 15 years in market research, preferably at NIQ.
• 10 years managing teams with strong engagement.
• Proven change management and process improvement experience.

Responsibilities

• Lead the customer support team to deliver exceptional service.
• Monitor performance metrics and implement improvements.
• Build relationships with customers to drive satisfaction.

Skills

Market research expertise

People management

Project management

Analytical thinking

Communication skills

Job description

Overview

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 solution-oriented approaches.
• Collaborate with internal teams including in-market Consulting Analytics & Insights, Sales Operations and Data Science, Global Customer Service Centre to ensure all work is connected to client business issues and delivered according to established timelines and in a way that drives client outcomes.
• Monitor and analyze key performance metrics, identifying trends and opportunities for improvement and taking corrective action as needed to achieve service goals.
• Build and maintain strong relationships with customers, demonstrating empathy, active listening and a genuine commitment to their satisfaction.
• Engage and manage escalations presented to clients and execute issue resolution across NIQ network.
• Create an environment to encourage and drive a 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 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 customer-centric 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, with 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 problem-solving mindset.
• Tech-savvy and enthusiastic about operational efficiency.
• Excellent communication and stakeholder management.
• Analytical thinker with a client-centric 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
• Employee Assistance Program (EAP)

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 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.

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Diversity, Equity and Inclusion

NIQ is committed to reflecting the diversity of the clients and markets we measure within our own workforce. We exist to count everyone and are on a mission to embed inclusion and diversity into all aspects of our workforce, measurement and products. 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. 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.

Employment Type : Fulltime