Client Liaison Manager
vor 1 Woche
To reveal new pathways to sustainable growth – for our clients, our people and the world.
NielsenIQ Client Liaison Manager 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(TM).
About the role Position Purpose: This role is to translate client needs into technical specifications to enable the client to process its data efficiently/effectively.
Client Liaisons are the Key Person of contact for Client Service and Operations teams with the responsibility of managing work priorities.
Persons in this role represent Operations' interests and knowledge in relation to Clients and Client Services.
Key Responsibilities and Duties:
Act as front and face for the Nielsen operations team, both internally towards our Client Services team as directly at client site for priority clients.Capture client requirements around database setup and adaptations, interpreting the client need and working with different stakeholders to provide the best solution.Manage communication with client and client services team around the impact of changes to client deliverables.Communicate operational improvement initiatives in a clear and understandable manner both to internal stakeholders and to your selected clients.Have accountability for the on-time and on-quality execution of client requests, either requested by the client directly or via the Client Services team.Conduct initial analysis of client requests and raise tickets brought by clients or Client Services through the appropriate channel.Follow up on outstanding client tickets and ensure on-time and on-quality execution, as well as prompt escalation/communication if potential issues arise.Execute a final validation on client deliverables to ensure client requirements have been executed as expected prior to delivery.Support the quality team in root cause analysis and communicate action plans to client.Report quality metrics on behalf of clients, including databases delivered with errors.Develop and manage relationships across senior members of Nielsen and the Major Manufacturing clients.Category expertise; learn and understand the Clients' products and categories, propose and align their data standards.Engage with the quality lead to apply process improvement learnings within your way of working and ensure clients' quality issues are addressed.Support the implementation of action plans where Client or Client Service involvement is required.Communicate delivery requirements to Output Lead.Qualifications:
1-2 years' experience in any Operational or Client facing role.Good technology skills – basics include MS Word, Excel, PowerPoint.Strong communication skills, both verbal and written, and very good English.Ability to build relationships and work with people from different regions and cultures.Excellent administrative and organisational skills and an eye for detail.Good business acumen and a proactive approach to problem solving.A good decision maker who is able to drive/manage projects forward to meet client needs.What you'll be responsible for:
Customer Advocacy and Feedback: Advocate for customers by providing feedback to internal teams on how to better meet customer needs.
Adoption and Success Management: Support customers in gaining value from the product/service, including check-ins, training, addressing blockers to adoption, and providing best practice advice.
Account Retention and Expansion: Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions.
Skills you'll need:
Collaboration: Works with others by being open, clear in communication and listening to achieve goals.
Service orientation: Actively seeks and develops strategies to help key stakeholders.
Problem solving: Identifies problems and develops logical solutions that address the problems.
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