Customer Service Associate Manager

Job Description

About this Job

NielsenIQ's Customer Support team partners with clients to create and sustain a strong foundation and trust in NielsenIQ data that will secure and enable growth for our business - both at the client and for the client. The Customer Support team owns the contractual commitments for compliance and quality of our customers related to NielsenIQ products and services.

We are looking for an energetic and dynamic Customer Service Associate Manager (Business Intelligence) for Brazil to join our fast-paced, international team. This role will act as a client advocate, aiming to delight customers by managing complex queries through a holistic knowledge of NIQ's services and offerings. The role seeks to minimize handoffs before responding to clients, attempting to answer all queries directly, and enabling junior associates to perform at their best through guidance and support.

Responsibilities

• Ensure efficient deployment, management, and organization of recruitment operations and staffing.
• Assess team training needs and ensure appropriate learning resources and training programs are available.
• Ensure timely acknowledgment of queries and adherence to SLAs.
• Monitor metric entries in MSD by Junior and Experienced Associates for accuracy and consistency.
• Lead regular client calls, act as the SPOC for major escalations, and implement de-escalation measures.
• Support lead generation through reactive servicing based on data insights, overseeing data metering and plan administration activities.
• Coordinate with internal teams (BI/Client Ops) for corrections and billable setup.
• Analyze client feedback to identify improvement opportunities and implement measures to reduce dissatisfaction.
• Collaborate with Experienced Associates on communications related to product enhancements and projects.
• Liaise with internal teams to monitor the quality of responses to queries.
• Maintain communication with internal teams regarding client expectations, escalations, contract renewals, and updates.
• Define and validate the audience for all communications to ensure relevance and impact.

Qualifications

• Master's degree or equivalent experience (advantageous).
• Strong experience in client-facing roles, understanding client requirements and executing relevant actions.
• Experience with NielsenIQ or similar solutions in analytics, including POS/Panel data.
• Strong analytical skills and numerical aptitude.
• Proficiency with Microsoft Excel, PowerPoint, Google Sheets, and Slides.
• Excellent command of both written and spoken English.
• Ability to analyze and incorporate data from NIQ sources relevant to clients (e.g., RMS, CPS, Discover, Omni).
• Ability to coach others on NIQ tools and fundamentals.

Additional Information

Our Benefits

• Flexible working environment
• Short Friday
• Wellhub (Gympass)
• Mentorship Program
• LinkedIn Learning
• Employee Assistance Program (EAP)
• Medical and Dental Coverage
• Meal Allowance

...and more

Job ID: R25_0017804|BR

About NIQ

NIQ is the world's leading consumer intelligence company, delivering comprehensive insights into consumer behavior and growth opportunities. In 2023, NIQ merged with GfK, expanding our global reach. With advanced analytics and state-of-the-art platforms, NIQ provides the Full View of retail and consumer data. NIQ operates in over 100 markets, covering more than 90% of the world's population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of our clients and markets. We aim to embed inclusion and diversity into all aspects of our workforce, measurement, and products. We invite candidates who share this mission. We are an Equal Opportunity Employer, making decisions regardless of race, gender, religion, or other protected classes. Learn more at: Diversity & Inclusion