Global Clients Service Transformation Lead
1 month ago
**Job Description**:
**ABOUT THIS JOB**
Our Customer Success vision is to drive a great customer experience with consulting, analytics and servicing excellence, enabled by our people and Project Moonshot. One of our priority goals to deliver this is to enhance customer satisfaction by implementing a new global service model and KPIs that deliver always on consumer intelligence.
As the Global Client Service Transformation Leader, the main responsibility is to oversee the sell-in and activation of the servicing strategy for our Global Clients. This involves collaborating across teams and devising a plan for enhancing our servicing to ensure best-in-class excellence and global consistency, supported by both technology and expertise. The role will elevate the Service Model and prioritize value delivery through Project Athena, which will bring a positive return on investment for our customers as well as improve service efficiency for NIQ.
Internally the role is to lead the transformation in the way we work with global clients to drive consistency and raise the bar on the servicing experience for both clients and our people. This role will work across all global markets and teams partnering closely with the CS & AD Global Client leads.
**RESPONSIBILITIES**
**Client Engagement Model**
- Accountable for aligning the service model positioning with the individual objectives of our global clients and fostering collaboration between all CS functions and key partners to present this.
- Confidently articulate how our CS priorities come together to enable the service model. (Discover, CSO, Project Athena, Service Excellence, Thought Leadership, People and Talent)
- Lead key client stakeholders through the servicing journey (end to end) and ensure clients are aligned and clear on the partnership approach and the activation plan.
**Client Servicing and Value Creation**
- Responsible for ensuring our service from - to state is defined for each of the global clients and we have a plan which activates the journey and results in a profitable service model across each of our Global clients.
- Accountable for representing servicing in the global RFPs and connecting in with local markets to ensure we have a secure and strong global/ regional/ local connect which enables the alignment and activation of the agreements.
- Leveraging client sentiment, for example Net Promoter Score (Client satisfaction survey) process & result, ensuring the future state service quality meets client expectation.
- Measurement and evaluation of progress which provides Global client/ country/ region view to understand areas of strength and development and support the development of plans regionally/ locally to address this.
**Discovering and Proposing**
- Working with Commercial team (CS & AD) to include Service Model elements in contract renewal with clients from the planning stage.
- Responsible for identifying servicing opportunities through engagement.
**People Management**
- Establish high standards of performance and hold associates accountable for meeting with those standards.
- Provide support, recognition and feedback to assist associates towards achieving the performance expectations and standards
- Act as coach, guide and mentor to employees and contribute to succession planning for the team
- Establish a strong team environment focused on exceeding internal and external client requirements.
**REQUIREMENTS**
- Comprehensive communication/presentation skills and client management skills.
- High consulting competence.
- Good interpersonal skills - Able to build a strong network and relationships with external and internal stakeholders.
- A broad understanding of client sales and marketing issues
- Strong ability to influence and lead through change.
- Excellent project management skills and service orientation.
- Process mindset, focus on simplification and efficiency
- An ability to work independently and in a team
- Fluent in English both written and verbal
- Strong knowledge of NIQ
Additional Information
**About NIQ**
NIQ, the world’s leading consumer intelligence company, reveals new pathways to growth for retailers and consumer goods manufacturers. With operations in more than 100 countries, NIQ delivers the most complete and clear understanding of consumer buying behavior through an advanced business intelligence platform with integrated predictive analytics. NIQ delivers the Full View.
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**Our commitment to Diversity, Equity, and Inclusion**
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 prote
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