Customer Success Insights Manager

at  NIELSENIQ

ABOUT THIS JOB

The role will be to manage and develop a team of analytically and technically-oriented associates to ensure high client satisfaction through the timely delivery of high-quality reports. The Team Leader will need to negotiate and align with internal stakeholders to manage the Clients’ expectations, as well as continuously upskill his/her direct reports to achieve advanced automation and data interpretation expertise.

Job Description

• Ensuring that services provided to Clients are timely and precise according to Client business needs and specifications while meeting the company’s quality standards by:
• Partnering with onshore partners to ensure NIQ and Clients’ short-, mid- and long-term objectives are met
• Supervising quality check process and proper execution of the ways of working
• Encouraging constant optimization and automation of deliverables to improve speed and quality of service
• Overseeing prioritization of tasks and effective communication across stakeholder teams
• Supporting the management of Clients’ expectations - if needed
• Consulting with onshore partners regarding general deliverables’ concerns - if needed
• Managing and developing a team of direct reports. Ensuring that team members are able to handle client requirements and demonstrate mastery of required competencies in their jobs to deliver desired performance levels by:
• Establishing high standards of performance, providing support, recognition and feedback to develop associates and support a strong team environment focused on exceeding internal and external client requirements
• Developing top talents in the team and making sure succession plan is in place
• Driving engagement, inspiring and motivating the team
• Allocating work based on the current team workload capacity and the skills and aspirations of the team
• Setting objectives for direct reports, monitoring progress and providing feedback, conducting performance reviews
• Fostering the culture of knowledge sharing and recognition, and leveraging of best practices
• Participating in the recruitment process for his/her own team and the department
• In specific cases managing the workload, performance and goals of the associates may be done in collaboration with onshore stakeholders
• Ensuring that strategic objectives & KPIs are met in the direct team and in the broader department

Qualifications

QUALIFICATIONS

• 2+ years experience in team management (experience with matrix organization or remote team management would be an asset) and strong leadership competencies
• 4+ years’ experience in Marketing Research (exposure to more than one market/Client is an asset)
• Fluent communication in English - verbal and written (at least C1 level)
• Proven record of successfully working in a virtual environment and in a multicultural setting
• University degree in Marketing, Economics, Data Science, or related field, preferred Postgraduate or MBA
• Strong analytical mind, numerical skills and business acumen
• High level of communication, negotiation, and client service skills
• High level of project management and time management skills
• Interest in FMCG industry
• Good expertise working with Microsoft 365 suite
• Knowledge of advanced analysis, methods, and tools is an asset
  Additional Information

Please refer the Job description for details