Customer Support leader for EEMEA

NielsenIQ; Sharjah; On-site; USD 80,000 - 150,000; Full time

Job summary

An established industry player is seeking a Customer Support Leader to inspire and manage a dedicated team. This pivotal role involves ensuring high-quality service, understanding client needs, and driving operational excellence. You will collaborate with various internal teams, monitor key performance metrics, and foster a customer-centric culture. Join this innovative firm and make a significant impact on client satisfaction and success. If you are passionate about leading teams and enhancing customer experiences, this opportunity is perfect for you.

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.

Responsibilities

• Lead a team focused on delivering exceptional customer service.
• Collaborate with internal teams to connect work to client business issues.
• Monitor performance metrics and suggest improvements.

Skills

Market Research

People Management

Project Management

Analytical Thinking

Customer Service

Communication Skills

Problem Solving

Operational Efficiency

Education

Bachelor's Degree

Master's Degree

Job description

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, high-quality 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 client's 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 various 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 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 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 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 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 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

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

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 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 non-discrimination 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: https://nielseniq.com/global/en/news-center/diversity-inclusion