ABOUT THIS JOB

NielsenIQ Customer Success places our clients at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement, and driving analytics excellence. We give our clients an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NielsenIQ vision to be a leading global information services company with strong, market leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our clients, retailers, and employees. 

RESPONSIBILITIES

Develop a deep knowledge of NielsenIQ Retail Measurement Service and deliver business solutions for client performance tracking 

Drive client satisfaction through making actionable insights/ error-free timely deliverables/ resolving queries 

Execute, monitor, and continuously improve the delivery management and service-related tasks assigned to the workstream as report, database management, and data quality checks 

Provide performance overview analysis and business-issue analysis to FMCG clients 

Responsible for triaging of customer queries/ request (data, reports, resolution) across client category groups and tracking actions for improvement as needed 

Provide business recommendations and deliver insights and analytics, as well as thought leadership 

Manage a team of 2-3 associates to deliver optimal execution results with a timeline 

Support managers in collecting Voice of Customer, especially in case of escalations, train task triaging and other customer issues towards right owners for resolution 

Support managers in servicing efficiencies through planning and execution of client engagement model to attain acceptable client satisfaction scores 

A LITTLE BIT ABOUT YOU

You have knowledge of statistics and multivariate analysis. You also have knowledge of FMCG industry / research techniques and methodologies.

• Bachelor’s Degree in any major 

• 2-3 years in Market Research, Business Analytics or related services in FMCG / Service Industry 

• Analytical skills and aptitude for data and operational processes 

• Ability to work at a fast pace, virtual and remote environment 

• Strong customer orientated communication skill (in English and Vietnamese) 

• Competent in Microsoft Office applications 

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.