Senior Executive, Retailer Customer Success (Analytics & Insights)

NielsenIQ; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in consumer intelligence seeks a Senior Executive for Retailer Customer Success. The role involves providing expert support to clients, conducting data analysis, and collaborating with teams to enhance service delivery. Ideal candidates will have a degree in Business or Economics, fluency in Mandarin, and experience in market research. This position offers a flexible working environment and a commitment to professional development.

Benefits

Flexible working environment

Volunteer time off

Employee-Assistance-Program (EAP)

LinkedIn Learning

Qualifications

• 2-3 years of working experience in Market Research / T&D industry.
• Fluent in Mandarin; Cantonese is a plus.
• Excellent written and verbal communication.

Responsibilities

• Advising clients on Retail Measurement Service resources.
• Delivering clear analyses, reports, and engaging multiple clients.
• Conducting regular service delivery reviews and identifying process improvements.

Skills

Analytical Skills

Communication

Problem-Solving

Team Collaboration

Education

University degree in Business, Economics or related field

Tools

MS Excel

PowerPoint

Job description

Job Description

As Senior Executive, Retailer Customer Success, you will be an information resource expert, providing dedicated support to assigned clients across the market. You will collaborate closely with operations and account teams, to help client users leverage on suite of products/services and make informed business decisions. Assignments range from data extracts and validation, brand performance analyses, software applications training, creating syndicated reports, to assisting in projects that drive process excellence.

RESPONSIBILITIES

• Be the day-to-day contact of Retailers clients, who contact our Client Support Centre by phone or email. You will advise clients on Retail Measurement Service resources and tools, data standards and analyses, audit and calculation methodologies, and other information services.
• Deliver analyses, charts and reports that are clear, concise and meaningful to clients. Engage effectively with multiple clients at a time, to ensure that deliverables meet/exceed expectations of timeliness and quality.
• Conduct regular reviews with Client Service and Operations teams, to monitor service delivery KPIs involving response times, quality levels and workflow efficiency. Key contributor role in identifying process improvement opportunities.
• Maintain timely communications with account teams and senior management, to keep stakeholders up-to-date on client requirements and call out any issues/ risks. Document records of client inquiries and resolutions, into activity logs and Knowledge Base file shares.
• Organize content for Resource Library, to help clients keep ahead of NielsenIQ practices and policies, service enhancements, technology updates, macro market dynamics and retail trends.
• Support senior management on developing Thought Leadership case studies.
• Successful candidates can look forward to a comprehensive training program.

Qualifications

ABOUT YOU

Curiosity drives your interest in what moves the market. You find potential in percentages. Managing time and deadlines comes naturally to you. You’re known for your impeccable organization. Connecting with clients matters to you, and that motivates you to sift through data for a new angle. You can identify the narratives behind numbers, and you’re always looking for what’s next.

• University degree in Business, Economics or related field; Marketing specialization is a plus
• Passionate in market intelligence, research analysis or Tech & Durables (T&D)industry is an advantage.
• 2- 3years of working experience in Market Research / T&D industry
• Excellent written and verbal communication; English proficiency is a must
• Highly competent in MS Excel and PowerPoint (pivot tables, functions, charts)
• Aptitude for numbers and meticulous
• Resourceful problem-solving and collaborative team player
• Experience in solution and process automation by leveraging technology
• Customer-oriented with good people skills; you will interact with a diverse group of clients
• Able to prioritize a varied workload, to manage concurrent deadlines while maintaining accuracy
• Fluent in Mandarin. Cantonese is an added advantage

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