Manager - Above Market Customer Support

Manager - Above Market Customer Support

As Manager – Above Market Customer Support, you will lead a team of associates and senior associates to deliver seamless, high-quality client service across multiple markets. You will oversee query resolution, reporting, and stakeholder engagement, ensuring adherence to SLAs and driving continuous improvement. This role requires strong leadership, operational oversight, and the ability to translate data into actionable insights for senior stakeholders. You will play a pivotal role in shaping a resilient, client-centric support model while mentoring your team for growth and succession.

Key responsibilities include:

• Client Query Oversight – Ensure timely, accurate resolution of client queries across multiple markets, meeting SLA standards.
• Escalation Management – Act as the senior escalation point for complex issues, guiding resolution and maintaining client trust.
• Stakeholder Engagement – Build and sustain strong relationships with senior client stakeholders, proactively managing expectations.
• Reporting & Insights Delivery – Oversee preparation and validation of KPI reports, dashboards, and client-ready materials with zero-defect accuracy.
• Governance & Data Quality – Maintain high standards of documentation, version control, and data integrity across all outputs.
• Team Leadership & Development – Lead, coach, and mentor associates and senior associates, fostering accountability, growth, and succession readiness.
• Knowledge Sharing & Team Enablement: Champion best practices, tool adoption, and product updates to strengthen team capability. Support onboarding by sharing processes and resources, ensuring new members integrate smoothly.
• Cross-Functional Collaboration – Drive connected delivery by coordinating with local, regional, and global teams (Client Delivery, Analytics, Commercial, Operations, Product).
• Continuous Improvement – Monitor service metrics, identify recurring issues, and implement process/product enhancements to improve efficiency and client experience.
• Strategic Contribution – Shape a resilient, client-centric support model by aligning team outputs with organizational goals and driving innovation.

A little bit about you:

You're a strategic leader with >7 years of client support or operations experience, including team management. Skilled in Excel, PowerPoint, Word and Power BI. You thrive in data-driven environments and can turn complex outputs into clear insights. You are a customer-centric, detail-oriented, and organized professional with strong communication skills that enable you to effectively engage with senior stakeholders. You excel at cross-functional collaboration, mentoring teams, and driving continuous improvement, while staying adaptable in a fast-paced, multicultural setting.

Qualifications:

• Education: Post-graduate degree in Business, Management, or related field.

• Experience: >7 years in client support, operational excellence, or market research; prior leadership experience required.

• Technical Skills:

• Proficiency in Microsoft Excel, PowerPoint, and Word.
• Familiarity with Power BI and comfort working with databases/internal tools.

• Core Competencies:

• Strong leadership and people management skills.
• Excellent communication skills; ability to produce senior-ready content.
• Analytical mindset with ability to structure data and answer business questions succinctly.
• Market research exposure required.
• Customer-centric, empathetic, and solution-oriented approach.
• Organized, reliable, and adaptable in a multicultural, virtual environment.

Why Join Us:

• Lead a high-performing team shaping the future of customer insights and operational excellence.
• Opportunity to influence executive-level storytelling and global delivery outcomes.
• Work in a collaborative, intellectually stimulating, and multicultural environment.
• Hybrid work arrangements with strong emphasis on professional development and innovation.

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.

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.