Customer Support Senior Executive

**Company Description**
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.

**Job Description** Purpose of the job**:
Acts as the liaison between the clients, commercials, and various operational teams. This role advises, suggests, and discusses solutions with the internal and external clients in terms of NielsenIQ Products for all operational matters, without sales activities, as well as builds operational trust in the data and its quality. This role is a client-facing role.

**Accountabilities**:

- Ensure regular execution of the BAU deliverables maintenance and delivery to clients
- Communicate to client in case of BAU delivery encounters: delay (limited scope), rework, as well as align with CS on prioritization
- Coordinate with BAU on post-production and pre-delivery checks for clients
- Act upon the incident management process according to the formalized process and RACI
- Responsible for quality assurance & resolution of operational escalations - working with Customer Support (which is Accountable / SPOC for client) & Data Operations
- Attend, contribute to and coordinate with Data Ops regular operations & quality reviews and escalation-related face-to-face meetings with client - in alignment with Customer Support
- Attend and contribute to internal meetings eg. regular CHT, QEM incl. clarification of root causes, etc., and escalations/wellness-related incl. improvement plans preparation
- Accountable for delivery of operational projects incl. Product Enhancements and any major global operational changes incl. communication, discussing technical questions around process, technical possibilities, recommend effective solutions, define delivery targets and communicate progress, risk, status reporting, etc.
- Drive design of operational solutions with the internal and external clients incl. identifying client’s needs and translating them into technical specifications in consideration of technical capabilities and limitations
- Incl. Introduce / suggest the client pro-actively new improvements / new solutions in their databases that results in driving revenue and enabling simpler, more enduring and cost-efficient database production for NIQ
- Prepare and communicate impact analysis on syndicated data at country or category level
- Capture and share lessons learned related to solved issues
- Identify gaps and areas for improvement in the process
- Contribute to resolving elements of regional & global clients’ queries via collaboration with other countries
- Accountable for E2E timely and accurate resolution of operational client requests and issues, incl. direct client communication for:

- Database Services (structural changes / change requests, new deliverables setup), incl. Feasibility studies
- Product Coding
- Data Quality Issues excl. Coverage & Unusual Trends
- Support in resolution of other operational client queries, with communication back to Customer Support team for:

- Data and Methodology Questions
- Unusual Trends & Coverage (part of Data Quality Issues)
- Triage tickets and cooperate closely with various operations departments to resolve client queries through an efficient workflow - being the only gate way for Commercial teams to Data Ops departments
- Responsible for ensuring SLA & service standards - for query types Operations Client Partner is responsible for
- Operational client requests and issues resolution include among others also DDM
- Use available operational tools to perform all necessary verifications and investigations:

- Epics, OGRDS, Brandbank product library, eClipse, NRSP, eForte, Discover, CSO/MSDynamics

**Details regarding each query type scope of activities**:
**Database services (new & change requests) incl. Feasibility studies**
- Deliver solutions to clients with high quality and in a timely manner incl.:

- Encourage clients to use self-serve
- Ensure minimum level of information and validity of the request
- Understand client requirements from client/CS (dive deeper with the client if information provided is not sufficient)
- Coordinate feasibility studies on possibilities, timing & cost (eg. liaising with Data Ops)
- Define solutions
- Connect with AD team on the pricing for billable option (negotiation is AD responsibility)
- Convert the client's needs of any complexity into internal Work Orders (COFs)
- Provide target date
- Coordinate/monitor the execution internally until final delivery
- Communicate directly with client, attend any calls/meetings with Client when required in alignment with Customer Support
- Provide support if required to confirm which datase