Executive, Retail Customer Success

NielsenIQ; Sharjah; On-site; AED 90,000 - 130,000; Full time

Job summary

NielsenIQ is seeking a Customer Support Analyst in the United Arab Emirates (Sharjah) to maintain and enhance customer relationships. The role focuses on delivering quality deliverables, efficient query resolution, and leveraging NIQ platforms to satisfy client expectations.

Responsibilities include handling delivery tasks, triaging requests, coordinating with cross-functional teams, and meeting KPIs such as on-time delivery and data accuracy in a hybrid, multicultural environment.

Qualifications

• Graduate or Master’s degree with 0–3 years of work experience.
• Strong written and verbal English communication.
• Proficient in Microsoft Excel (pivot tables, VLOOKUP, conditional formatting, charts).
• Knowledge of PowerPoint.
• Analytical mindset for data and processes.
• Project management and problem-solving abilities.
• Ability to work in a hybrid, multicultural environment.

Responsibilities

• Monitor and improve delivery management and service tasks for the assigned workstream, including snapshot delivery and query resolution.
• Build working expertise in NIQ processes and methodologies and contribute to improving deliverable quality and efficiency.
• Resolve client queries and provide data or information in line with contractual terms and success criteria.
• Triage client requests across markets and client category groups including data resolution and snapshot requests.
• Coordinate with other NIQ teams and market Customer Service teams to investigate issues and agree resolutions.
• Support the servicing elements of the Joint Business Plan and coordinate with client on ways of working.
• Meet applicable performance KPIs and process requirements with a focus on on-time delivery, data accuracy, quality, and work discipline.
• Work effectively with colleagues and stakeholders in a hybrid multi-cultural environment.

Skills

English proficiency

Excel

PowerPoint

Analytical skills

Project management

Team collaboration

AI tools knowledge

Education

Bachelor's or Master's degree

Job description

Customer Support Analyst will be responsible for maintaining enhancing customer relationships ensuring customer deliverables and queries are addressed efficiently through NIQ platforms The job will focus on customer support through quality of deliverables use of CSO MSD for task triaging and resolving customer requests to drive satisfactory customer experience

Key Responsibilities

• Execute monitor and improve delivery management and service tasks for the assigned workstream including snapshot delivery and query resolution
• Build working expertise in NIQ processes and methodologies and contribute to improving deliverable quality and efficiency
• Resolve client queries and provide data or information in line with contractual terms agreed success criteria tracking requirements and ways of working
• Triage Client requests across markets and client category groups including data resolution and snapshot requests track actions and improvement needs
• Coordinate with other NIQ teams and market Customer Service teams to investigate issues and agree resolutions following defined job aids and process designs
• Support the servicing elements of the Joint Business Plan and coordinate with client on ways of working
• Meet applicable performance KPIs and process requirements with a focus on on-time delivery data accuracy quality and work discipline
• Work effectively with colleagues and stakeholders in a hybrid multi-cultural environment

Qualifications and Experience

• Graduate or master s degree with atleast 0-3 years of work experience.
• Strong written and verbal English communication skills.
• Strong Microsoft Excel skills preferred, including pivot tables, VLOOKUP, conditional functions, conditional formatting, chart building, and formatting; working knowledge of PowerPoint is required.
• Analytical ability and interest in data and operational processes.
• Project management aptitude, including task sequencing, critical‑path thinking, and problem solving.
• Good organization, reliability in meeting deadlines, and ability to work as part of a team.
• Research industry knowledge is an advantage.
• Working knowledge of AI tools and the ability to apply them to query resolution, automation, and productivity improvements.

Core Skills and Behaviours

• Communicates clearly with customers and translates technical details for different customer contexts.
• Works accurately and consistently, with initiative and attention to detail.
• Builds productive relationships across teams and cultures; uses sound judgment and influencing skills to troubleshoot issues.
• Adapts to changing priorities and transformation, works calmly under pressure, and asks for support when needed.