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Senior Manager, Client Services (Fmcg)
Company | NielsenIQ |
Address | Jakarta Raya, Indonesia |
Employment type | FULL_TIME |
Salary | |
Category | Riset Pasar |
Expires | 2023-06-07 |
Posted at | 1 year ago |
- Responsible for managing client issues and triaging issue to right issue owner for resolution; Responsible for collecting Voice of Customer for User Experience & Service Model related topics, input through proper VoC collection methods (see VoC deep dive)
- Responsible for coverage analysis & client queries elements of client review process, including review and tracking value delivery against JBP across teams and markets and tracking actions for improvement as needed
- Accountable/responsible for change management and transition components of tactical client training (e.g., self-guided in platform training, self-paced courses on NIQ data and tools)
- Responsible for maintaining and promoting CSO to clients, managing and maintaining NIQ knowledge articles, and improving client satisfaction and experience using CSO
- Responsible for coverage analysis & client queries elements of JBP, including defining success criteria and tracking mechanisms, aligning with customer on ways of working, and defining service delivery elements of JBP
- Responsible for account ID setup and initial technical support through direct support or triaging technical support requests to right functions (e.g., support on NIQ fundamental tools and Essential platform usage training) as part of the client onboarding process
- Fluent in English both written and verbal is a must
- Min. 1 year in managerial level is a must
- Basic level knowledge of statistical applications and systems as well as Microsoft Office applications is a must
- Knowledge of research techniques and methodologies would be an advantage
- An ability to work independently and in a team
- Excellent communication skills and presentation skills
- Good interpersonal skills is a must
- Proven strong leadership skills
- A broad understanding of client sales and marketing issues
- Min. Bachelor Degree any major; min GPA 3.25
- 3-5 years of experience in related field (client servicing in research agency, marketing consultant)
- Excellent analytical skills and understanding of statistical modeling
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