Responsible for the overall management and coordination of the Client Operations unit in the respective market acting as single-entry point for all “demand” from MD / Commercial teams, Local Product on all things Ops & Tech. Drives market prioritization and cross-functional engagement within Global Ops / Tech and is accountable by all the deliverables (Output) related to the specific market, to ensure quality and timelines (and remediation plans for gaps on either).
Responsibilities
SPOC to the market leader & aligned to the priorities of the market and the clients.
Owns market outcomes on growth, margins, and quality.
Support data ops with analysis, insights, Client / data impacts on assessments linked to improving efficiency, quality and speed.
Drive quality rhythm at country-level (Design / Relevance / Delivery, CHT and NPS), and own implementation of action plans.
Act as an ambassador for global products, processes, and tools in the market.
Leads In-take of all requests from Customer Success, Commercial, Retail, Analytics, Product Leads the Demand Process and set the needs from the Clients within Global Ops / Tech.
Drive proper & timely feedback to commercial (manage expectations).
Connects the dots across functions for the regional setting expectations on global standards / offering at the inception of any cluster/market discussion.
Drives local alignment to eliminate inconsistencies / legacy practices.
Resolve cross-functional bottlenecks for improving efficiency, quality, and speed (including Productivity).
Leads and Drives Monthly cross-functional cadence on Quality, Growth Initiatives (Including AIM’s).
Handles Client Escalations and Complex Queries, and engage with clients directly when needed to elevate client experience.
Ensure the business achieves operational targets and growth objectives and controls overhead and expenses per budget allocation.
Maintain strong working relationships with business partners to increase alignment and work as a team to address client needs and business objectives.
Manage, conduct and facilitateT2T meetings on country / market level; join country leadership in client meeting as operational counterpart to support the business.
Extensive experience in market research, preferably in Operations function.
Strong leadership competency.
Commercial expertise to manage and drive top-to-top escalation meetings on the client side (commercial background a plus)
Ability to manage multiple priorities.
Excellent communication and cross-team engagement skills.
Strong team management competency.
Solid financial acumen.
Experience with Lean Six Sigma or process improvement methods is a positive.
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.
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Our commitment to Diversity, Equity, and Inclusion
NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.
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 protected classes in every market in which we do business worldwide.
Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/
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