Customer Experience, Associate Manager

Job Description

About this job 

Join us in driving innovation and excellence for our clients while advancing your career in data analytics and consultancy. 

We are looking for a highly skilled and experienced Senior Analyst to join our Issue Management team as a Customer Support Lead. In this role, you will take on a senior position, overseeing the resolution of complex issues, managing advanced databases, and ensuring exceptional service delivery. Your expertise in NIQ methodologies, US solutions in RMS and CPS, and local FMCG dynamics will be essential in leading the team to success and enhancing client satisfaction. 

Responsibilities 

You will: 

• Leadership & Expertise: Apply advanced knowledge of NIQ methodologies, US solutions in RMS and CPS, and local FMCG dynamics to coach the junior analysts in effective issue management and resolution. 

• Certification Utilization: Use advanced certification in Discover within the US user environment to oversee complex tasks and support team members. 

• Strategic Communication & Support: Maintain high-level communication with the Issue Management local team to prevent misunderstandings and delays, ensuring timely and high-quality issue resolution. 

• Performance Management: Monitor and adhere to Performance KPIs to drive improvements in quality, performance, and work discipline within the team. 

• Database Oversight: Oversee the management and analysis of complex and multiple databases, ensuring accurate data interpretation and insights. 

• Advanced Analysis: Utilize advanced analytical skills to interpret and inter-relate variables, providing strategic insights and recommendations. 

• Client Communication: Lead the creation of client-friendly communications regarding issue resolution, integrating inputs from various organizational functions.

Qualifications

• Education: Bachelor’s or technical degree in Business Administration, Business Analysis, Mathematics, Statistics, Economics, or a related field. Advanced degrees are a plus. 

• Experience: 3+ years of experience in data analysis, client servicing, or a related field, with a track record of leading teams and managing complex issues. 

• Language Skills: Excellent English speaking and writing skills are mandatory. 

• Technical Skills: Advanced proficiency in Excel, macros, and analytical tools; experience in database management and data analysis is crucial. 

• Organizational Skills: Strong organizational abilities with demonstrated skills in project management, including critical path management, task sequencing, and problem-solving. 

• Attention to Detail: High level of accuracy, proactivity, and meticulous attention to detail in all tasks. 

• Desirable Skills: 

• Process Improvement: Proven ability to propose and implement process automation or improvements using tools such as Power BI, R, or Python. Experience with AI/ML implementations is a plus.

Additional Information

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

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion