Voice of Customer Specialist

NielsenIQ; Kuala Lumpur; On-site; MYR 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company that is a leader in consumer intelligence and market research. As a Global Voice of Customer Expert, you will play a pivotal role in advocating for customer-centric decisions, analyzing insights, and collaborating with cross-functional teams to enhance product offerings. This position offers a dynamic work environment, opportunities for personal and professional growth, and the chance to work with cutting-edge technologies. If you are passionate about understanding customer needs and driving impactful changes, this role is perfect for you.

Benefits

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance Program (EAP)

Ongoing trainings for development

Great compensation linked to performance

Exciting work environment

Qualifications

• Proficient in identifying and communicating client needs in retail.
• Experienced in customer success management with a focus on retail.

Responsibilities

• Gather and analyze customer feedback to drive product enhancements.
• Collaborate with teams to translate feedback into actionable insights.

Skills

Customer Success Management

Retail Measurement

Communication Skills

Data Analysis

Client Needs Identification

Education

Bachelor's Degree

Experience in Research or Retail

Tools

Microsoft Office

PowerBI

gfknewron Platform

Job description

Company Description

We show the world what people want.

Join GfK and help us shape tomorrow. As an NIQ company, we are the world's leading consumer intelligence firm, delivering the Full View on consumer behavior. We work to enable manufacturers and retailers better understand what consumers really want. Our name has inspired trust for over 89 years because we take pride in discovering new pathways to sustainable growth for our clients, our people, and our planet.

We are always looking for open-minded people who will grow with us, push boundaries, and pioneer disruptive methods in market research, data science, technology, and AI. If you share this passion to drive things forward and the integrity to insist on doing things the right way, we'll equip you to take your future into your own hands and play a leading role in our story.

Job Description

Purpose of the Role

GfK’s suite of Market Intelligence (MI) solutions are providing manufacturers, distributors, and retailers with the ability to measure performance, identify opportunities and implement smarter and faster decisions. gfknewron is the single platform for Tech & Durable data.

The Global Voice of Customer Go to Market (VoC / GTM) Expert is responsible for collecting customer feedback and insights and is the ambassador of the customer in the organization, advocating for customer centric decisions and improvements for the gfknewron platform (gfknewron Market, Predict, Distribution Panel). We will review adding more MI based products in the future.

This position is focusing on the gfknewron Retail proposition

You’ll be joining a truly global team with representatives located in Asia and Europe.

Job Responsibilities

• lead gathering, analyzing and interpreting customer feedback and insights (e.g. leveraging the NIQ/GfK User Voice Portal, mining user research, consulting with Product Analytics / Amplitude)

• act as a voice of customer within NIQ/GfK, advocating for customer-centric decisions and improvements,

• collaborate with cross-functional teams to translate customer feedback into actions that drive product enhancements,

• monitor customer sentiment, trends, and preferences to inform strategic decision-making and product roadmap prioritization,

• Support Go-To-Market (G2M) from product perspective, co-owning with Commercial and Marketing, creation of on-platform tutorials in partnership with Design

• provide Go-To-Market material and update help center content in partnership with Marketing, and

• deliver train-the-trainer material for gfknewron proposition (gfknewron Market, Predict) in partnership with the CSM training team and support external and internal trainings,

• support client trials and client pitches,

• support Change Management within the service transformation

Qualifications

• Obsessed with the client. Proficient in identifying, exploring, communicating client needs and use cases specifically in the retail space

• Experienced in the research industry or retail industry with proven record on customer success management on the retail side

• Understanding of Retail Measurement and detailed knowledge of the GfK MI Retail Panel

• Deep understanding of the gfknewron platform and the how gfknewron supports client use cases

• Strong communication skills and collaborative mindset. Knows how to work with a diverse community to set and meet common goals

• Works with integrity and has eye for detail with high-quality standards

• Enthusiasm to learn and utilize learnings

• Fluent in English

• Hands on knowledge of Microsoft Office including PowerBI; interest in learning to work with state-of-the-art feedback collection software

Additional Information

Benefits:

• Exciting work environment that brings people together.

• Use the latest digital technologies.

• Ongoing trainings to support your development.

• Opportunities for personal and professional growth.

• Great compensation linked to individual performance and company results.

• Flexible working hours.

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