Senior Manager

This position will be responsible for maintaining/enhancing customer relationships with an aim to improve client satisfaction, via increasing client ROI & driving the adoption of new capabilities. This role will lead a delivery team to ensure prompt delivery of service, ensure the quality of the data insight with actionable business recommendation, based on a deep understanding of client business and expertise across NielsenIQ solutions.

Client Engagement Model

• Leads the Joint Business Plan process via identifying and aligning client business priorities to define the strategic service delivery elements with clear execution timeline and SMART objectives
• Leads QBO and Client review process, focusing on service quality and ROI elements to refine the JBP and alignment with clients on a regular basis.
• Responsible for regularly updating client health internal tracker, ability to anticipate issues before they occur, bringing all CS functions and key partners together to act on/resolve issues.
• Accountable for Net Promoter Score (Client satisfaction survey) process & result, ensuring service quality meets client expectation, timely addressing client escalations.

Client Servicing and Value Creation

• Responsible for collecting Voice of Client on their experience & servicing quality, sending to country/cub-region Managing Director to feed into product or strategy team
• Accountable for managing client relationship, consulting Analytic Insight and Customer Service team throughout process on analytics, client experience, or service model
• Leads client relationship management throughout issue escalation in collaboration with internal stakeholders to ensure quality response to client

Discovering and Proposing

• Work with Commercial team to include Service Model elements in contract renewal with clients from the planning stage
• Responsible for identifying opportunities through day to day engagement and handling off to Commercial teams for further stages.

Requirements

You will lead a delivery team to ensure prompt delivery of service, ensure the quality of the data insight with actionable business recommendations, based on a deep understanding of client business and expertise across NielsenIQ solutions

• Min. Bachelor Degree any major;
• 5+ years of experience in related field (client servicing in research agency, marketing consultant)
• A broad understanding of client sales and marketing issues
• Knowledge of research techniques and methodologies would be an advantage
• Basic level knowledge of statistical applications and systems as well as Microsoft Office applications is a must
• Min. 1 year in managerial level is preferable
• Proven strong leadership skills
• Excellent analytical skills and understanding of statistical modeling
• Excellent communication skills and presentation skills
• An ability to work independently and in a team
• Good interpersonal skills is a must
• Fluent in English both written and verbal is a must