Customer Support Lead (Consumer Intelligence and Data Solutions)

About This job 

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

About this 

We are looking for an energetic and dynamic Customer Support Leader for Mexico to join our fast-paced, international team. This role will lead the local team to ensure driving consistency in servicing and governance, building knowledge and confidence in NielsenIQ data to our clients and provide holistic service utilization across NielsenIQ network of services based on a deep understanding of client business and expertise across NielsenIQ solutions. 

This position is responsible for maintaining and enhancing customer relationships across Mexico with an aim to resolve questions around product quality and delivery to increase client satisfaction. This role will lead the Customer Care team to ensure prompt resolution of escalated queries and act as a bridge between client and NielsenIQ product development team by bringing in the voice of client to help in developing the long-term product roadmap using the client knowledge and expertise across NielsenIQ solutions. 

Responsibilities

• Lead the team with a laser focus on delivering an unmatched service experience, ensuring every touchpoint is characterized by speed, accuracy, and solution-oriented approaches. 
• Collaborate with various internal teams, including in-market Consulting, Analytics & Insights, Sales, Operations and Data Science, Global Customer Service Centre to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes. 
• Monitor and analyze key performance metrics, identifying trends and opportunities for improvement, and taking corrective action as needed to ensure the consistent achievement of service goals. 
• Build and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine commitment to their satisfaction. 
• Engage and manage escalations (present to clients and execute issue resolution cross NielsenIQ network)  
• Create an environment to encourage and drive solution mindset and to leverage best practices. 
• Enhance servicing efficiencies through planning and execution of client engagement model to attain acceptable client (NPS) satisfaction scores. 
• Identify emerging issues and quality trends, flag out areas of improvement on a regular basis, and suggest product development needs of clients for building product roadmap where required. 
• Stay up to date on product updates (Discover new release, Omni, etc.), and company news to provide knowledgeable support and guidance to customers. 

#LI-Hybrid

• Strong work experience in client facing roles to be able to understand client requirements and execute relevant actions ​
• Master’s degree (advantage) or equivalent experience​
• Experience with Consumer Intelligence and Data Solutions solutions, preferred in analytics space, including POS/Panel data ​
• Strong analytical mind and excellent numerical skills​
• Knowledge of Microsoft Excel, PowerPoint, and Google Sheets/Slides​
• Excellent command of both written and spoken English (some local jobs might require English)​
• Ability to coach others on NIQ tools and Facts & Fundamental

Job ID: R24_0017240|MX

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

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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