Senior Customer Service Manager

As a Senior Customer Service Manager at NIQ, you will be responsible for maintaining and enhancing customer relationships for a big market or a cluster of markets. Your main focus will be on customer support, ensuring efficient handling of customer deliverables and queries using proprietary NielsenIQ platforms. You will play a key role in managing workload peaks and troughs by allocating resources effectively. Additionally, it will be your responsibility to consistently review customer success metrics, driving satisfactory customer experience and identifying emerging customer queries and quality trends for product and process improvement.

• *Key Responsibilities:**
• Manage a set of big markets or a cluster of markets for the assigned workstream
• Review customer success metrics related to data and reports services
• Collect Voice of Customer (VoC) in case of escalations and tickets exceeding SLA TAT/ quality escapes
• Train task triaging and direct customer issues towards the appropriate owners for resolution
• Collaborate with the Manager for team/task allocation and workload management
• Support in improving customer satisfaction scores through efficient client engagement models
• Maintain and reinforce relationships with key stakeholders through a solid stakeholder plan
• Identify emerging customer queries and quality trends for areas of improvement
• Be an expert on NIQ processes and methodologies, contributing to improving deliverables' quality and efficiency
• Deliver databases and reports as per customer contractual terms and stipulated success criteria
• Work closely with NielsenIQ teams for customer set up/maintenance on coding and database tasks
• Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues
• *Qualifications:**
• 6-8 years of experience in an analytics environment, focusing on data analytics and data management
• Experience in managing multiple customers to address day-to-day servicing nuances
• Proactive in understanding customer requirements and identifying opportunities for product/process improvements
• Project management aptitude with strong team management skills
• Good communication, interpersonal skills, and high energy levels
• Ability to gauge customer sentiments and act according to defined protocols
• Proficient in employee engagement and attracting talent
• Strong troubleshooting and influencing skills
• Ability to handle multiple tasks and manage workloads effectively

NIQ offers a flexible working environment, volunteer time off, LinkedIn Learning, Employee-Assistance-Program (EAP), and utilizes artificial intelligence (AI) tools in the recruitment process to ensure fairness and efficiency. If you have any questions or require accommodations, please reach out to your local HR representative.

NIQ is a leading consumer intelligence company, dedicated to understanding consumer buying behavior and driving growth opportunities. As a Senior Customer Service Manager at NIQ, you will be responsible for maintaining and enhancing customer relationships for a big market or a cluster of markets. Your main focus will be on customer support, ensuring efficient handling of customer deliverables and queries using proprietary NielsenIQ platforms. You will play a key role in managing workload peaks and troughs by allocating resources effectively. Additionally, it will be your responsibility to consistently review customer success metrics, driving satisfactory customer experience and identifying emerging customer queries and quality trends for product and process improvement.

• *Key Responsibilities:**
• Manage a set of big markets or a cluster of markets for the assigned workstream
• Review customer success metrics related to data and reports services
• Collect Voice of Customer (VoC) in case of escalations and tickets exceeding SLA TAT/ quality escapes
• Train task triaging and direct customer issues towards the appropriate owners for resolution
• Collaborate with the Manager for team/task allocation and workload management
• Support in improving customer satisfaction scores through efficient client engagement models
• Maintain and reinforce relationships with key stakeholders through a solid stakeholder plan
• Identify emerging customer queries and quality trends for areas of improvement
• Be an expert on NIQ processes and methodologies, contributing to improving deliverables' quality and efficiency
• Deliver databases and reports as per customer contractual terms and stipulated success criteria
• Work closely with NielsenIQ teams for customer set up/maintenance on coding and database tasks
• Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues
• *Qualifications:**
• 6-8 years of experience in an analytics environment, focusing on data analytics and data management
• Experience in managing multiple customers to address day-to-day servicing nuances
• Proactive in understandi