Global Client Consulting Lead

2 weeks ago

London, United Kingdom NielsenIQ Full time

Job Description

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.

This position will be responsible for maintaining/enhancing global customer relationships with an aim to improve client satisfaction, via increasing client ROI & driving the adoption of new capabilities. This role will lead a team to ensure prompt delivery of service, ensure the quality of the data insight with actionable business recommendations, based on a deep understanding of client business and expertise across NielsenIQ solutions.

RESPONSIBILITIES
Client Engagement Model

Leads the global joint business plan process via identifying and aligning client business priorities to define the strategic service delivery elements with clear execution timeline and SMART objectives Leads the global QBO and Client review process, focusing on service quality and ROI elements to refine the JBP and alignment with clients on a regular basis. Responsible for regularly updating and reviewing the client health internal tracker, ability to anticipate issues before they occur, bringing all CS functions and key partners together to act on/resolve issues.  Accountable for Net Promoter Score (Client satisfaction survey) process & result, ensuring service quality meets client expectation, timely addressing client escalations. Ensures delivery of meaningful insights to assigned clients. Delivery on client business issues and tracking of outcomes Where required presents to varied client audiences delivering insightful and actionable recommendations Contribute to Thought Leadership and other industry presentations where required

Client Servicing and Value Creation

Responsible for collecting Voice of Client on their experience & servicing quality, sending to country/regional Managing Director to feed into product or strategy team Accountable for managing client relationship, consulting the Analytic Insight and Customer Service team throughout the process on analytics, client experience, or service model  Leads the global client relationship management throughout service escalation in collaboration with internal stakeholders to ensure quality response to client Responsible for ensuring our service from – to state is executed for the global clients they are responsible for and we have a plan which activates the journey and results in a profitable service model across each of our Global clients. Critical that this is shared across markets and regions so we have ‘one NIQ’ approach and drive consistency.

Discovering and Proposing

Work with Commercial team to include Service Model elements in contract renewal with clients from the planning stage Responsible for identifying opportunities through day to day engagement and handling off to Commercial teams for further stages. 

People Management

Establish high standards of performance and hold associates firmly accountable for meeting with those standards Direct reports within the global client above market team and a key role to connect the local market teams together as one team with clear goals linked to the client journey. 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 plan for the team  Establish a strong team environment focused on exceeding internal and external client requirements

Qualifications

Min. Bachelor Degree any major A broad understanding of client sales and marketing issues Knowledge of research techniques and methodologies would be an advantage Strong ability to influence and lead through change Process mindset, focus on simplification and efficiency Ability to build and retain a high performing team Excellent analytical skills Excellent communication skills and presentation skills An ability to work independently and in a team Good interpersonal skills Fluent in English both written and verbal

Additional Information

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.

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