CUSTOMER SERVICE MANAGER

About the job
The Customer Service Manager will be responsible for a portfolio of accounts, including Nielsen Brandbank’s high value and strategically important clients. You will have overall responsibility for service delivery across this portfolio. 
You will be responsible for achieving Quarterly Customer Satisfaction targets, as well as ensuring key business metrics around timeliness, quality and coverage are maintained effectively through effective use of the Freshdesk and Chat support platform.
In addition, you will be tasked with creating and delivering Key Account Service Delivery Plans for your client base, working with the Client Development Manager to ensure we tailor the Nielsen Brandbank service to meet and exceed our key client’s expectations.

Responsibilities

• Responsible for delivering first class service levels across your portfolio; dealing with multiple stakeholders within your customer base to ensure they are getting full value from the Nielsen Brandbank service 
• Responding to queries, both internal and external, within agreed business SLAs. These will be across telephone, email or online communication channels
• Developing a comprehensive understanding of the Nielsen Brandbank service, as well as any additional software services, to ensure you are able to service them effectively, track customer usage against allowance, and answer any queries that your customer base might raise. This includes, but is not limited to; Product Library, Business Operational Processes, Retailer Requested Products, Integration Solutions, eCommerce Insights, Merchandising Exchange. 
• Providing support and training to your customer base to ensure they are working with Nielsen Brandbank in a mutually beneficial manner.
• Scheduling product deliveries around our workflow capacity, dealing with operational queries and generally supporting our operations team to ensure we deliver a good level of service in all instances
• Building a rapport with your customer base, frequently contacting them to understand their service requirements and identify potential areas where Nielsen Brandbank can further support their business objectives. This will support both revenue growth and customer satisfaction
• Working with your Client Development Manager counterpart to develop Account Development Plans; creating customer–specific objectives to improve service delivery and customer perception of the Nielsen Brandbank service
• Regular reporting according to customer & business needs. This includes, but is not limited to; product status reports, performance against business metrics at supplier level, usage of our service over a time period. 
• Identifying key stakeholders within your portfolio of supplier accounts, in order to increase engagement and generate revenue opportunities for the Client Development Manager.
• Identifying business improvement areas to support continual service improvement for your customer base, and working with relevant functions within the Nielsen Brandbank business to ensure these are implemented.
   

A little bit about you
​​​​​​​If you think outside of the box, challenge the status quo and have demonstrable experience in delivering outstanding customer service then this role is for you! We are looking for someone to take the experience of our larger clients to the next level with strategic thinking and a personable approach.
The role is located in Norwich but due to COVID, we will keep working remotely for some time. 

Qualifications

• Extensive experience in a Customer Service role, ideally in a Business to Business environment
• Demonstrable ability to perform against multiple business KPIs, particularly inclusive of Customer Satisfaction / Voice of the Customer measures 
• Proven ability to develop customer engagement in a product and / or service 
• Able to think critically and identify process improvement areas across multiple business functions 
• Proven ability to work collaboratively as part of a diverse team, in a fast paced environment 
• Highly organized, driven, with good time management skills and a logical approach, 
• Able to prioritize workload and excellent attention to detail. 
• General interest in FMCG and specifically the eCommerce industry.
• Excellent communication skills, both written and verbal, with strong presentation skills and the ability to network effectively.
• Professionally presented, articulate and a confident communicator at all levels.
  
  Other:
• 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 and opportunities for travel, both nationally and internationally, as part of this role.  

#LI-ACH

About NielsenIQ 

NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge.  We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

NielsenIQ is committed to hiring and retaining a diverse workforce. 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.