Client Operations Team Leader (France Team)

Job Description

A people management role that is critical in delivering the best possible service from NielsenIQ products. You will be a trusted partner across NielsenIQ Commercial and Data Ops teams to drive a holistic approach in delivering against the manufacturer client needs and ensure service delivery in accordance with global standards and KPIs, alongside acting as a hotspot escalation contact.

You will lead a team of Client Operation Partners who are accountable for the direct management of manufacturer Clients for all operational elements, including quality, delivery and maintaining the relevance of their data deliverables. Your team are operational experts in tools and solution design, also accountable for delivering new category set ups and major re-segmentations.

Please note it is client-facing role.

Key Responsibilities

• Accountability for the overall client health, current and future client requirements and client / strategic ad-hoc projects within your pillar
• Driving alignment, prioritization and engagement by working collaboratively with other functions and roles involved in delivery such as Commercial, Customer Success and Data Ops teams.
• Supporting the Service Leader with communication on service enhancements, crisis management and client action plan.
• Coaching and mentoring team members, setting up objectives, goals, development plans, conducting 1-1s and feedback sessions, managing team’s workload and priorities.
• Level 1 Escalation point for client escalations
• Monitoring Customer health KPIs to ensure the quality and service issues are clearly identified and aligned with commercial prioritization.
• Leading and coordinating a team of Client Solution Architects working across client projects and translating client needs into technical requirements for execution.
• Overall accountability for the timely and accurate resolution of client requests and issues (including quality performance, feasibility investigations) for manufacturer clients
• Recruitment and onboarding of new team members.
• Capacity management within your team - aligning and coordinating availability to ensure projects are prioritized and timelines communicated.
• Accountable for compliance with the requirements of the Unbudgeted Work Orders, Microsoft Dynamics and all operational processes.
• Participating in project pipeline prioritization discussions and ensuring that your client needs are represented.
• Advocate” of Operations, to provide solutions that meet the clients’ needs and which are cost effective and technically sustainable
• Looks for standardization and improvement opportunities and deployment of strategies to meet company's objectives

Requirements :

What We Offer :

Additional Information

Our Benefits

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.

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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 NIQ News Center :