The Head of Client Service is responsible for leading the client-facing operations for South Africa’s official TV audience measurement currency. This role ensures exceptional service delivery, stakeholder engagement, and market trust by managing relationships with broadcasters, agencies, advertisers, and industry bodies such as the BRC. The position oversees client onboarding, support, training, issue resolution, and governance communication, ensuring compliance with BRC and GfK standards and alignment with international best practices.

Key Responsibilities

1) Client Relationship Management: Act as the primary point of contact for all currency clients; build strong relationships; represent the organization in industry forums.

2) Service Delivery & Support: Oversee client onboarding and training; manage incident resolution; develop SLAs and monitor performance.

3) Communication & Governance: Prepare release notes and methodology updates; coordinate with internal teams; support governance processes.

4) Insights & Training: Lead training programs; provide data interpretation support.

5) Issue Management & Escalation: Implement incident management processes; ensure root cause analysis and corrective actions.

6) People Leadership: Build and lead a Client Service team; foster a culture of client-centricity and responsiveness.

Qualifications & Experience

8+ years in client service, account management, or media industry roles; 3+ years in leadership. Strong understanding of South African TV ecosystem, BRC governance, and audience measurement principles. Experience managing high-value clients and complex stakeholder environments. Excellent communication and presentation skills; familiarity with data platforms and analytics tools.

Key Competencies

Client-centric mindset; communication excellence; problem-solving; leadership.

Success Metrics

Client satisfaction (CSAT/NPS); SLA adherence for support and incident resolution; training completion and engagement rates; stakeholder trust and governance participation.

KPIs for Client Satisfaction

- CSAT (Customer Satisfaction Score) ≥ 90%
- NPS (Net Promoter Score) ≥ +50
- SLA adherence: ≥ 95% of incidents resolved within agreed timelines
- Training engagement: ≥ 80% of clients complete onboarding training
- Governance participation: 100% attendance in scheduled committees and forums.

What We Offer

Opportunity to lead client engagement for South Africa’s official TV audience currency; high-impact role with visibility across the media industry.

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

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://nielseniq.com/global/en/info/niqs-ai-safety-policies/

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