Market Research Leader - Customer Support

Market Research Leader - Customer Support

As the Customer Support Leader for Turkey, you will play a pivotal role by managing a dedicated team of Customer Support associates. Your key responsibilities will include ensuring that we deliver consistent, high-quality service and adhere to governance standards while enhancing our clients' understanding and confidence in NIQ data. Success in this position requires a solid grasp of each client's unique business needs and deep expertise in NIQ solutions.

More than just a strategic thinker, you will serve as an inspiring leader, guiding a passionate team toward operational excellence. Your efforts will drive growth and ensure exceptional customer satisfaction, making a meaningful impact on our clients and their success. Join us in this exciting opportunity to lead and innovate in customer support!

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 & Insights, Sales, Operations and Data Science, Global Customer Service Centre to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that 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 maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine commitment to their satisfaction.
• Engage and manage escalations, present to clients and execute issue resolution cross NIQ network
• Create an environment to encourage and drive solution mindset and to leverage best practices.
• Enhance servicing efficiencies and improve the NPS and tNPS satisfaction scores. Identify emerging issues and quality trends, flag out areas of improvement regularly, and suggest product development needs of clients for building product roadmap where required.
• Stay up to date on product updates (Discover new release, Omni, etc.), and company news to provide knowledgeable support and guidance to customers.
• Foster a customer-centric culture within the team, promoting empathy, active listening, and a genuine commitment to customer satisfaction.

Qualifications: • 10 years of experience in market research - preferably at NIQ and having good exposure to Retail Measurement processes. • A broad understanding of client sales and marketing issues Management and Process Skills • 5+ years of people management experience with strong team engagement results • Proven track record in driving change, process improvements, and automation • Experience in finance, including productivity and P&L management • Strong project management skills with a problem-solving mindset • Tech-savvy and enthusiastic about operational efficiency • Excellent communication and stakeholder management • Analytical thinker with a client-centric approach • High integrity, adaptable, and proactive • Fluent in Turkish and business English (written and spoken)