Client Liaison Manager
vor 1 Monat
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 and 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 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 pro-active approach to problem-solving.
A good decision maker who is able to drive/manage projects forwards to meet client needs.
Additional Information Flexible working environment.
Volunteer time off.
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