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.
Job Description
Purpose of the job:
Acts as the liaison between the clients, commercials, and various operational teams. This role advises, suggests, and discusses solutions with the internal and external clients in terms of NielsenIQ Products for all operational matters, without sales activities, as well as builds operational trust in the data and its quality. This role is a client-facing role.
Accountabilities:
- Ensure regular execution of the BAU deliverables maintenance and delivery to clients
- Communicate to client in case of BAU delivery encounters: delay (limited scope), rework, as well as align with CS on prioritization
- Coordinate with BAU on post-production and pre-delivery checks for clients
- Act upon the incident management process according to the formalized process and RACI
- Responsible for quality assurance & resolution of operational escalations – working with Customer Support (which is Accountable / SPOC for client) & Data Operations
- Attend, contribute to and coordinate with Data Ops regular operations & quality reviews and escalation-related face-to-face meetings with client – in alignment with Customer Support
- Attend and contribute to internal meetings eg. regular CHT, QEM incl. clarification of root causes, etc., and escalations/wellness-related incl. improvement plans preparation
- Accountable for delivery of operational projects incl. Product Enhancements and any major global operational changes incl. communication, discussing technical questions around process, technical possibilities, recommend effective solutions, defining delivery targets and communicate progress, risk, status reporting, etc.
- Drive design of operational solutions with the internal and external clients incl. identifying client’s needs and translating them into technical specifications in consideration of technical capabilities and limitations
- Prepare and communicate impact analysis on syndicated data at country or category level
- Capture and share lessons learned related to solved issues
- Identify gaps and areas for improvement in the process
- Contribute to resolving elements of regional & global clients’ queries via collaboration with other countries
- Accountable for E2E timely and accurate resolution of operational client requests and issues, incl. direct client communication for:
- Support in resolution of other operational client queries, with communication back to Customer Support team for:
- Triage tickets and cooperate closely with various operations departments to resolve client queries through an efficient workflow – being the only gate way for Commercial teams to Data Ops departments
- Responsible for ensuring SLA & service standards - for query types of Operations Clients Partner is responsible for
- Operational client requests and issues resolution include among others also DDM
- Use available operational tools to perform all necessary verifications and investigations:
Qualifications
- Bachelor’s Degree and above
- Experience in market research with a focus on Operations.
- Ability to manage multiple priorities in a fast-paced environment
- Exceptional communication and stakeholder management skills
- Good understanding of the local FMCG industry
- Demonstrates a “Can-Do” & results-oriented attitude
- Ability to work effectively in a team to achieve goals together
- Require Good Excel knowledge and Power BI preferred
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
