Senior Client Service Manager - M6 (Maternity Cover)

at  NIELSENIQ

Job Description
The Senior Client Service Manager will manage a team that can consist of Client Service Manager/Executives leading our engagement within our client account groups. You will have overall accountability for the service delivery to your customers. You will also be accountable for delivering consistently excellent levels of service via your team. You will be responsible for all aspects of team management, including regular performance reviews and Check-Ins, to ensure consistently high levels of performance in your team whilst supporting your team member’s professional development.

REQUIREMENTS:

Extensive experience in a Customer Service role, ideally in a Business-to-Business environment

• Demonstrable ability to perform against multiple business KPIs, particularly inclusive of Customer Satisfaction.
• Proven ability to develop customer engagement in a product and / or service.
• Highly organised and able to prioritize workload, with excellent attention to detail.
• Excellent communication skills, both written and verbal, with strong presentation skills and the ability to network effectively.

We Offer:

RESPONSIBILITIES:

• Ensuring your team are performing well against all key Commercial KPI metrics.
• Reviewing and addressing performance against these KPIs regularly.
• Setting each of your Team Members SMART objectives, and reviewing progress against these objectives regularly, to ensure all associates are supporting key business objectives and also developing professionally
• Working with the Western Europe Retail Service Lead to define best practice for all Commercial Tasks and to develop a clear split of responsibilities across the roles in your team - through the creation and maintenance of a Commercial RACI.
• Working with your team members to support the creation of Account Development Plans, with Objectives, Goals, Strategies & Measures detailed for all relevant accounts.
• Acting as a key liaison between your team and other business functions when required. Identifying business improvement areas where appropriate, working with the Western Europe Retail Service Lead and your team to prioritize and implement solutions to continually deliver best in class service to our clients
• Leading recruitment for new team members within your team when required. Inclusive of working with Nielsen recruitment team to source candidates, conducting interviews, and providing feedback and preparing offers to candidates
• Managing team resources to ensure we have good levels of cover across the team. Inclusive of planning working hours, scheduling a holiday, logging sickness and any other absence when required

Extensive experience in a Customer Service role, ideally in a Business-to-Business environment

• Demonstrable ability to perform against multiple business KPIs, particularly inclusive of Customer Satisfaction.
• Proven ability to develop customer engagement in a product and / or service.
• Highly organised and able to prioritize workload, with excellent attention to detail.
• Excellent communication skills, both written and verbal, with strong presentation skills and the ability to network effectively