Customer Support Director - SEA (emerging Markets)

Customer Support Director - SEA (Emerging Markets)

NielsenIQ's Customer Support team partners with clients to create and sustain a strong foundation and trust in NielsenIQ data that will secure and enable growth for our business - at the client and for the client. The Customer Support team owns the contractual commitments for compliance and quality of our customers related to NielsenIQ products and services.

Given this critical need, we are looking for an energetic and dynamic Customer Support Leader for the Philippines-Vietnam-Myanmar Cluster to join our fast-paced, international team. This role will lead a team of customer support associates dedicated to delivering consistent service excellence and fostering client confidence in NielsenIQ data. By leveraging deep expertise in NielsenIQ solutions and understanding client business needs, the leader ensures a seamless and impactful service experience across the cluster.

Responsibilities

• Lead the team with a laser focus on delivering an unmatched service experience, ensuring every touchpoint is characterized by speed, accuracy, and solution-oriented approaches.
• Collaborate with various internal teams, including in-market Consulting, Analytics and insights, Sales, Operations and Data Science, and the Global Customer Service Centre, to ensure all work is connected to client business issues, delivered according to established timelines, and contributes to driving client outcomes.
• Monitor and analyze key performance metrics, identifying trends and opportunities for improvement and taking corrective action as needed to ensure the consistent achievement of service goals.
• Build and nurture strong client relationships, actively manage escalations, and deliver effective issue resolution across the NielsenIQ network.
• Create an environment to encourage and drive a solution mindset and to leverage best practices.
• Drive efficiencies by implementing a structured client engagement model to achieve and sustain high Net Promoter Scores (NPS).
• Contribute to revenue by driving lead generation across the teams.
• Identify emerging issues and quality trends, flag out areas of improvement regularly, and suggest product development needs of clients for building product road map where required.
• Stay up to date on product updates (Discover new releases, Omni, etc.) and company news to provide knowledgeable support and guidance to customers.
• Foster a solution-oriented culture, coach junior leaders, and implement succession plans to develop the next generation of customer support talent.

Your Growth

This role offers exposure to dynamic markets and the opportunity to engage with senior leaders across the region. You will develop advanced influencing skills, navigate a complex matrix structure, and gain comprehensive insights into managing customer relationships. You'll enhance technical and leadership capabilities through tailored development programs, mentorship, and on-the-job learning while preparing future leaders within your team. We have several development programs at all seniority levels for soft and hard skills, mentoring programs, and on-the-job training.

Qualifications

• Bachelor's degree in business administration, Management, or a related field (advanced degrees or certifications preferred).
• 10+ years of experience in market research, with a minimum of 5 years in a managerial role, preferably at NielsenIQ.
• In-depth knowledge of NielsenIQ products, platforms, and Retail Measurement processes.
• Proven ability to design and implement efficient service processes that enhance customer experience.
• Strong client-facing experience with a demonstrated ability to improve satisfaction and build long-term relationships.
• Track record of fostering collaboration across functional teams to deliver seamless, integrated services.
• Exceptional analytical and problem-solving skills with a data-driven approach to decision-making.
• Proven people management expertise, with a history of developing, inspiring, and leading diverse teams.
• Excellent organizational and multitasking skills, with a focus on strategic thinking and attention to detail.
• Strong verbal and written communication skills in English

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

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™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world's population.

For more information, visit NIQ.com

Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the link.