Client Response Lead at NielsenIQ

Istanbul, Istanbul, Turkey -

Full Time

Start Date

Immediate

Expiry Date

09 Apr, 26

Salary

0.0

Posted On

09 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Team Leadership, Client Relationship Management, Performance Metrics, Problem Solving, Project Management, Analytical Thinking, Communication, Stakeholder Management, Process Improvement, Operational Efficiency, Empathy, Active Listening, Change Management, Retail Measurement, Market Research

Industry

Software Development

Description

Job Description As the Customer Support Leader for Turkey, you will play a pivotal role by managing a dedicated team of Customer Support associates. Your key responsibilities will include ensuring that we deliver consistent, high-quality service and adhere to governance standards while enhancing our clients' understanding and confidence in NIQ data. Success in this position requires a solid grasp of each client's unique business needs and deep expertise in NIQ solutions. More than just a strategic thinker, you will serve as an inspiring leader, guiding a passionate team toward operational excellence. Your efforts will drive growth and ensure exceptional customer satisfaction, making a meaningful impact on our clients and their success. Join us in this exciting opportunity to lead and innovate in customer support! Responsibilities: Lead the team with a laser focus on delivering an unmatched service experience, ensuring every touchpoint is characterized by speed, accuracy, and solution-oriented approaches. Collaborate with various internal teams, including in-market Consulting, Analytics& Insights, Sales, Operations and Data Science, Global customer Service Centre toensure 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. Monitor and analyze key performance metrics, identifying trends and opportunities for improvement, and taking corrective action as needed to ensure the consistent achievement of service goals. Build and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine commitment to their satisfaction. Engage and manage escalations, present to clients and execute issue resolution cross NIQ network Create an environment to encourage and drive solution mindset and to leverage best practices. Enhance servicing efficiencies and improve the NPS and tNPS satisfaction scores. Identify emerging issues and quality trends, flag out areas of improvement regularly, and suggest product development needs of clients for building product roadmap where required. Stay up to date on product updates (Discover new release, Omni, etc.), and company news to provide knowledgeable support and guidance to customers. Foster a customer-centric culture within the team, promoting empathy, active listening, and a genuine commitment to customer satisfaction. Qualifications: • 10 years of experience in market research - preferably at NIQ and having good exposure to Retail Measurement processes. • A broad understanding of client sales and marketing issues Management and Process Skills • 5+ years of people management experience with strong team engagement results • Proven track record in driving change, process improvements, and automation • Experience in finance, including productivity and P&L management • Strong project management skills with a problem-solving mindset • Tech-savvy and enthusiastic about operational efficiency • Excellent communication and stakeholder management • Analytical thinker with a client-centric approach • High integrity, adaptable, and proactive • Fluent in Turkish and business English (written and spoken) Additional Information 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 Want to keep up with our latest updates? Follow us on: LinkedIn | Instagram | Twitter | Facebook 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 Career Site Team: Customer Success

Responsibilities

Lead a dedicated team of Customer Support associates to deliver high-quality service and enhance client understanding of NIQ data. Monitor performance metrics and drive improvements while fostering a customer-centric culture.