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.
Responsibilities
- 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, define 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
- Incl. Introduce / suggest the client pro-actively new improvements / new solutions in their databases that results in driving revenue and enabling simpler, more enduring and cost-efficient database production for NIQ
- 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:
- Database Services (structural changes / change requests, new deliverables setup), incl. Feasibility studies
- Product Coding
- Data Quality Issues excl. Coverage & Unusual Trends
- Support in resolution of other operational client queries, with communication back to Customer Support team for:
- Data and Methodology Questions
- Unusual Trends & Coverage (part of Data Quality Issues)
- 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 Operations Client 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:
- Epics, OGRDS, Brandbank product library, eClipse, NRSP, eForte, Discover, CSO/MSDynamics
- Bachelor's Degree or equivalent experience
- Combination of operational skills and client orientation, demonstrates willingness to understand operational “end-to-end” processes and able to translate business expectations into technical specifications
- Strong technical understanding of the operations production platforms and capabilities to secure the necessary translation of client requirements into a technical specification
- Good understanding of the local FMCG industry
- Good relationship management skills to effectively liaise with commercial, clients and various operational teams
- Well-developed analytical skills and very good attention to details
- Proactive attitude in recommending suitable solutions, demonstrates a “Can-Do” & results-oriented attitude
- Independent in executing tasks, driving progress and working out solutions
- Ability to work effectively in a team to achieve goals together
- Problem solving skills
- Time management skills
- Strong communication, both verbal and written, easiness in presenting complex operational topics in a simple way
- Good Excel knowledge is a must
NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.
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
At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion
