MI Senior Client Ops Leader

Nielsen Consumer LLC; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company in market research seeks a Client Operations Manager to oversee the operational functions within a specific market. This role will liaise between various teams to optimize efficiency and ensure seamless service delivery while managing client relationships and leading improvement initiatives.

Qualifications

• 5 years experience in market research focused on Operations.
• Proven capabilities in leading cross-functional initiatives.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Manage and coordinate the Client Operations unit for the specific market.
• Handle client escalations and enhance client experience.
• Lead quality management initiatives and oversee operational targets.

Skills

Market Research

Leadership Capabilities

Commercial Acumen

Communication

Stakeholder Engagement

Team Leadership

Financial Acumen

Job description

The individual in this role is responsible for the overall management and coordination of the Client Operations unit within a specific market. Acting as the single point of contact for all operational and technical "demand" from the Data Operations, Commercial teams, and Local Product teams, this role ensures seamless cross-functional alignment and execution across Global Operations and Technology. The role is accountable for the delivery of all market-specific outputs, ensuring both quality and timeliness, and implementing remediation plans where necessary.

Key Responsibilities:

Own and drive market outcomes related to Operations.

Provide timely and structured feedback to Commercial teams, managing expectations and maintaining transparency.

Handle client escalations and complex queries, engaging directly with clients to enhance their experience.

Proactively identify and resolve cross-functional bottlenecks to improve efficiency, quality, and productivity.

Lead the country-level quality management rhythm, focusing on Design, Relevance, Delivery, CHT, and NPS, and oversee the execution of improvement plans.

Champion global products, tools, and processes at the market level to ensure adoption and consistency.

Lead the intake and prioritization of operational and technical requests from Customer Success, Commercial, Retail, Analytics, and Product teams.

Align local practices with global standards, resolving inconsistencies and eliminating legacy approaches.

Facilitate and lead monthly cross-functional reviews focused on Quality, Growth Initiatives, and AIMs.

Ensure operational targets and growth objectives are met, while managing expenses in accordance with budgetary guidelines.

Maintain strong partnerships with internal stakeholders to enhance collaboration and drive client-centric outcomes.

Organize and lead T2T meetings at the market level and support client-facing engagements alongside local leadership as the operational counterpart.

Desired Candidate Profile

Qualifications

Qualifications & Competencies:

Extensive experience in market research with a focus on Operations. Ideally should have 5 years of experience.

Proven leadership capabilities with a track record of driving cross-functional initiatives.

Commercial acumen with the ability to navigate and influence high-level client interactions; commercial background is a strong plus.

Ability to manage multiple priorities in a fast-paced environment.

Exceptional communication and stakeholder engagement skills.

Strong team leadership and development expertise.

Solid financial acumen and understanding of operational budgets.

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