CUSTOMER ONBOARDING ANALYST

NielsenIQ; Norwich; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in digital product content is seeking a Customer Onboarding Analyst in Norwich. This role focuses on managing customer onboarding, enhancing satisfaction, and building long-term relationships. Ideal candidates will have strong client-facing experience and problem-solving skills, contributing to a world-class customer experience.

Benefits

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Qualifications

• Minimum 3-5 years' experience in client-facing roles.
• Experience in B2B customer-facing roles, preferably in relationship management.
• Ability to deliver quickly in a fast-paced environment.

Responsibilities

• Manage the retail customer onboarding process, ensuring exceptional customer experience.
• Monitor and improve customer service processes to ensure high satisfaction.
• Handle escalated customer issues and ensure timely resolution.

Skills

Client driven attitude

Excellent communication skills

Strong problem-solving abilities

Job description

Company Description

CUSTOMER ONBOARDING ANALYST

Brandbank team - Norwich, UK

Brandbank (a NielsenIQ company) is one of the world’s largest providers of trusted digital product content for eCommerce sites, mobile shopping apps and virtual merchandising applications. With 20 years of experience in eCommerce content, Brandbank maximizes the impact of online products for the FMCG retailers and manufacturers, while minimizing the cost and effort to retailers and suppliers. We create high-quality content that fuels eCommerce success for our customers while creating a rich online shopping experience.

ABOUT THIS JOB

The Customer Success function is a cornerstone of NIQ Brandbank, playing a crucial role in customer onboarding, adoption, retention, development, and satisfaction for both Brandbank and Etilize solutions.

The Customer Success Analysts are a vital, customer-facing component of NIQ Brandbank, working with our key customers often face-to-face. Their primary goal is to build strong, long-term relationships with our customers by proactively addressing their needs and helping them maximize the value they get, across the suite of solutions both Brandbank and Etilize offer.

The Customer Success Analyst manages the day-to-day activities and processes to successfully onboard our retail customers to the suite of solutions both Brandbank and Etilize offer. In this role, you will have personal and team goals and be responsible for executing strategies to enhance customer satisfaction and retention, ensuring we deliver a world-class customer experience.

You will effectively establish and build strong relationships with our customers through the onboarding process, for all Brandbank and Etilize solutions

RESPONSIBILITIES

The role is responsible for the ongoing development and implementation, either directly or through your team, of the Customer Success strategy, which will encompass the following:

• Onboarding Management: Manage the retail customer onboarding process, including data analysis, migration and customer adoption to Brandbank and Etilize solutions. Ensuring sufficient resources are always in place (language and location) to deliver an exceptional customer experience.
• Customer Experience: Ensure high customer satisfaction by monitoring and improving customer service processes with both your manager and the Associate Director, Customer Onboarding.
• Performance Metrics: Adhere to performance indicators (KPIs) used to measure the Customer Onboarding Analysts effectiveness and efficiency.
• Issue Resolution: Handle escalated customer issues and complaints, ensuring timely and effective resolution.
• Process Improvement: Customer Onboarding will follow the established processes. Identify improvements to enhance efficiency and customer satisfaction with both your manager and the Associate Director, Customer Onboarding.
• Training and Development: Help identify knowledge gaps and opportunities for development in our Customer Support Teams and the Customer Onboarding Team to improve their skills and knowledge.
• Cross-Department Collaboration: Work closely with other departments, such as Commercial, Sales Enablement, and PTO, to ensure a seamless customer onboarding experience.
• Voice of the Customer: Collect customer feedback to inform solution improvements and product development.

REQUIREMENTS

• Minimum 3-5 years' experience in client-facing roles.
• You have a client driven attitude and strong experience in working in B2B customer-facing role(s), preferably including relationship management and support.
• The ability to deliver quickly in a fast-paced environment and independently overcome challenges.
• Excellent communication and leadership skills.
• Strong problem-solving abilities and the capacity to meet deadlines consistently.

WHAT WE CAN OFFER

Weoffer you a valuable first or second working experience, allowing you to learn the processes within a company, network within the FMCG sector and provide solutions for e-commerce purposes. Having experience at NielsenIQ Brandbank is a perfect start if you are pursuing a career in FMCG and/or eCommerce.

• Training & development: After your onboarding, you will have an extensive training-on-the-job program. We also have training about our organization to help you to get on track.
• Variety: you’ll work in an international organization, with colleagues from all over the world. There is never a dull moment in our office.
• Culture: We are an open and informal organization. Our NielsenIQ Values are to be Client Obsessed, Driven to Win, Accountable for Results, and Committed to Integrity. Our people are our greatest asset, and we look for like-minded, positive, and awesome people to join our team. We like to work hard, play hard, and bring the best of ourselves to our colleagues and our work every day.

#LI-HL1

#LI-hybrid

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

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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 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