The Client Service Executive will be responsible for a portfolio of accounts with 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.

Responsibilities:

• Responsible for delivering first class service levels across your  supplier 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 all the Freshdesk support channels.

• Developing a comprehensive understanding of the core 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 to support both revenue growth and customer satisfaction, via regular communication to understand their service requirements and identify potential areas where Nielsen Brandbank can further support their business objectives.

• Regular reporting according to customer and 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 Account Development Executives
• 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.

Requirements:

• 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.
• 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

We Offer:

• Generous Pension Scheme
• Private Medical Insurance
• Life Assurance
• Gym Membership Discounts
• Cycling Solutions Scheme
• Holiday Entitlement plus additional Holiday Purchase Options
• Refer a Friend Scheme
• Local Discounts (Cinema tickets, retailers etc)

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.

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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.