Manager/Sr. Manager - CS

Key Skills

Data science techniques, Management, Operations

Job Description

Customer Success Profile- Handling multiple retailers, should have good knowledge of TD, should have experience working with Retailer or Mfg. and serviced TD. Should have strong interpersonal skills

RESPONSIBILITIES:

• Support day to day contacts at the client, contributing to the achievement of client satisfaction targets

• Build effective relationships with client representatives

• Own reporting, including report maintenance, business issue analysis, and solution integration

• Provide training to clients on GfK tools and solutions

• Trouble-shoot and resolve client inquiries related to databases, software, coding, and other key aspects that impact client deliverables

• Continue to broaden knowledge of client business issues and needs, GfK services, and the broader industry

• Liaise with other teams as necessary (e.g. operations, offshore partners, technology, and data science) to solve client business questions and inquiries

• Monitor the progress of inquiries against agreed service levels and escalate any issues to the appropriate team

• Build and maintain relationships with other client support teams to ensure quality and timely service levels are exceeded

• Work closely with Practice/Retail Analytic Consulting teams, Operations, and Data Science to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes

Qualifications

• Good understanding of T&D/FMCG industry and trends

• Solid Knowledge of GfK/NIQ products and services

• 4-5 years GfK/NIQ Client Service at Response and/or industry experience

• Good interpersonal skills – ability to develop relationships internally and at the client organization

• Strong problem-solving skills, with gradually declining supervision

• Strong time management skills and prioritization ability, with gradually declining supervision

• Able to respond to inquiries of moderate complexity with almost zero supervision

• Able to respond on enquiries of higher complexity with limited supervision

• Strong storytelling skills, able to take clients through the solution offered and get their buy-in and satisfaction

• Able to coach and support Jr. Executives

• Strong levels of client’s satisfaction achieved, acknowledgement from the client on a strong mindset to help them, as well as of the results per se.

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.