Job Description

SENIOR CLIENT SERVICE MANAGER

Brandbank team - Norwich office

'Please kindly note, the following job advertisement is intended exclusively for internal combined-Company existing employees of NIQ & GfK. If you are not an existing NIQ or GfK employee we regret to inform you that your application for this position will not be considered. However, we encourage you to explore other opportunities that align with your qualifications and career aspirations, within our organization"

ABOUT THIS JOB

The Senior Client Service Manager will manage a team that can consist of Client Service Manager/Executives leading our engagement within our client account groups.

You will have overall accountability for the service delivery to your customers. You will also be accountable for delivering consistently excellent levels of service via your team.

You will be responsible for all aspects of team management, including regular performance reviews and Check-Ins, to ensure consistently high levels of performance in your team whilst supporting your team member’s professional development.

RESPONSIBILITIES

• Ensuring your team are performing well against all key Commercial KPI metrics. Reviewing and addressing performance against these KPIs regularly.
• Setting each of your Team Members SMART objectives, and reviewing progress against these objectives regularly, to ensure all associates are supporting key business objectives and also developing professionally
• Working with the Western Europe Retail Service Lead to define best practice for all Commercial Tasks and to develop a clear split of responsibilities across the roles in your team - through the creation and maintenance of a Commercial RACI.
• Working with your team members to support the creation of Account Development Plans, with Objectives, Goals, Strategies & Measures detailed for all relevant accounts.
• Acting as a key liaison between your team and other business functions when required. Identifying business improvement areas where appropriate, working with the Western Europe Retail Service Lead and your team to prioritise and implement solutions to continually deliver best in class service to our clients
• Leading recruitment for new team members within your team when required. Inclusive of working with Nielsen recruitment team to source candidates, conducting interviews, and providing feedback and preparing offers to candidates
• Managing team resources to ensure we have good levels of cover across the team. Inclusive of planning working hours, scheduling a holiday, logging sickness and any other absence when required.

A LITTLE BIT ABOUT YOU

If you have demonstrable experience in delivering outstanding customer service, think outside the box and are ready to use your experience to lead a team to success then this role is for you! We are looking for someone to use their experience with our larger clients and knowledge of our business along with a personable approach to lead and develop the Client Service Team.

The role is located in Norwich with the option of Hybrid working.

REQUIREMENTS

• Demonstrable ability to perform against multiple business KPIs, particularly inclusive of Customer Satisfaction.
• Proven ability to develop customer engagement in a product and / or service.
• Highly organised and able to prioritize workload, with excellent attention to detail.
• Extensive experience in a Customer Service role, ideally in a Business-to-Business environment
• Excellent communication skills, both written and verbal, with strong presentation skills and the ability to network effectively.
• You may be asked to undertake additional duties to those above, either on a temporary or permanent basis, which the Company reasonably believes you are capable of carrying out, or for which you will be trained.
• There may be requirements for travel, both nationally and internationally, as part of this role.

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™.

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.

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

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/

NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.