Associate Director, Consulting (Above Market Customer Success)

NielsenIQ; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

A leading consumer intelligence company seeks an Associate Director (Consulting) to lead a team focused on customer success. This role involves collaborating with cross-functional teams to deliver insights and drive client satisfaction. Candidates should have a strong background in analytics and communication, with a commitment to customer engagement and strategic thinking.

Benefits

Flexible working environment

Volunteer time off

LinkedIn Learning access

Employee Assistance Program (EAP)

Qualifications

• 8-10 years of relevant experience in communication, operations, and analytics.
• Proficiency in Microsoft Office applications.
• Business English proficiency, both verbal and written.

Responsibilities

• Lead a team of analytics & insights professionals.
• Drive customer satisfaction and engagement.
• Develop insights and recommendations for clients.

Skills

Communication

Analytical skills

Business acumen

Leadership

Customer focus

Education

Bachelor's or Master's degree

Tools

Microsoft Office

Job description

Job Description

As an Associate Director (Consulting) in the Above Market Customer Success Team, you will be leading a team of Analytics and Insights professionals and working with cross-functional/countries teams to service the regional headquarters of NIQ global clients.

• Customers Obsessed
  • Maintain a customer focus with a consistent approach to enhance satisfaction. Build strong relationships and improve engagement with clients.
  • Show interest in the customer and their industry.
  • Lead senior stakeholders on thought leadership and insights.
• Effective Communicator
  • Deliver clear, complete, and correct information appropriately, ensuring understanding.
  • Facilitate daily and strategic two-way communication with customers.
• Proactive, Voice of Client
  • Initiate actions proactively, not just react to customer requests. Always seek Voice of Customer (VOC) and recognize improvement opportunities.
  • Drive NPS participation and positive scores.
  • Collaborate with in-market teams and stakeholders to develop NPS action plans.
• Business Acumen and Strategic Thinking
  • Uncover unstated needs beyond client briefs and develop insights, implications, and recommendations leading to opportunities, including generating sales leads for NIQ solutions/products.
  • Lead senior stakeholders on thought leadership & insights.
  • Have a good understanding of NIQ solutions.
  • Drive QBO (Quarterly Business Objectives).
• Results & Outcome Focus
  • Co-own JBP (Joint Business Plan) with the AD team.
  • Lead governance processes and discussions.
  • Manage escalations effectively, especially major ones.
• Leadership & Management
  • Lead a team of analytics & insights professionals to meet client analytical requirements.
  • Work with cross-functional and international teams to address client questions and concerns.
  • Collaborate with the Account Development team to drive customer satisfaction.

Qualifications

• Bachelor's or Master's degree from any background.
• 8-10 years of relevant experience involving communication, operations, and analytics skills.
• Proficiency in Microsoft Office applications.
• Good visualization skills and storytelling techniques.
• Business English proficiency, both verbal and written.
• Ability to work in a virtual environment.
• Open to change, with integrity and a client-centric mindset.

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning access
• Employee Assistance Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering comprehensive insights into consumer behavior and growth opportunities. In 2023, NIQ merged with GfK, expanding its global reach. With advanced analytics and state-of-the-art platforms, NIQ offers the Full View of retail and consumer insights. Operating in over 100 markets, NIQ covers more than 90% of the global population.

For more information, visit NIQ.com

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Our Commitment to Diversity, Equity, and Inclusion

NIQ is dedicated to reflecting the diversity of the clients and communities we serve. We aim to embed inclusion and diversity into all aspects of our workforce, measurement, and products. We invite candidates sharing this mission to join us. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, marital status, veteran status, or other protected classes. Learn more at: NIQ Diversity & Inclusion