Consulting Lead

at  NIELSENIQ

Job Description

Client Servicing and Value Creation

• Leads delivery against SLA for assigned clients and accountable to managing the client relationship.
• Leads client relationship management throughout issue escalation in collaboration with internal stakeholders.
• Ensures delivery of meaningful insights to assigned clients. Delivery on client business issues and tracking of outcomes.
• Where required presents to varied client audiences delivering insightful and actionable recommendations
• Contribute to Thought Leadership and other industry presentations where required.
• Responsible for collecting Voice of Client on their experience & servicing quality.

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.

Client Engagement Model

• Owns the client WIP and responsible for regularly updating client health internal tracker, with ability to anticipate issues before they occur, bringing all NielsenIQ functions and key partners together to act on/resolve issues.
• 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 Client review process, focusing on service quality and ROI elements to refine the Joint Business Plan and alignment with clients on a regular basis.
• Accountable for Net Promoter Score (Client satisfaction survey) process & result, ensuring service quality meets client expectation, timely addressing client escalations.

People Management

• You will not have any direct reports but will be responsible for all work delivered by junior associates assigned to your clients.
• Ensuring 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.
• Provide support, recognition and feedback to assist associates towards achieving the performance expectations and standards.
• Act as coach, guide and mentor to employees and contribute to succession plan for the team.
• Establish a strong team environment focused on exceeding internal and external client requirements.

Qualifications
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University degree in Business Management, Economy or Industrial Engineering (preferred not required)

• Years of experience: 7 or more years’ experience with good knowledge of research products, services and data.
• Excellent awareness of market conditions and client business environment
• Very good client-facing and communication/presentation skills
• Financial understanding (e.g. P&L, EBITDA) and how this relates to business success  Demonstrates excellent client leadership
• Excellent consultative selling skills
• Capable of working as part of a team within a fast paced, challenging and demanding environment whilst maintaining high standards
• Strong negotiator
• Proficient in English: C1
• Experienced people manager (preferred not required)

Additional Information