ABOUT THE ROLE
Nielsen is seeking an Associate Director, Client Services & Customer Success. This role involves managing and developing a team of Customer Success experts across a range of products. You will define and promote the discipline of Customer Success teams across Nielsen Singapore and Malaysia for all products within each market. The focus will be on ensuring best practices and processes are applied and shared across the teams, with an emphasis on continuous improvement, empowering and challenging the teams to deliver on our commitment to our customers.ROLES & RESPONSIBILITIESPeople Management:Management and leadership of direct reports, providing regular feedback, performance assessment, and career development planning. Creation of a succession plan for key roles within the team.
Team Enablement:Securing product and skill training for the Customer Success team to meet their roles and responsibilities, including KPIs. Assisting the team in navigating internal and external roadblocks to deliver the Customer Success function.
Customer Success Optimization:Holding the Customer Success team accountable for fulfilling commitments and meeting customer expectations. Defining and optimizing Customer Success processes for each product and overall. Supporting the Customer Success team to collaborate with Commercial Leaders and Account Management teams to share customer insights that help identify additional product and service sales opportunities. Building capability within the Customer Success team across multiple products and ensuring the team can manage absences and peaks in demand without impacting service delivery. Raising the profile of the Customer Success function across Nielsen's Commercial team and increasing awareness of the successes and impact of the Customer Success team.
KEY STAKEHOLDERS & INTERFACEInternal:Local Media Sales Groups (MSG) Teams
Agencies & Advertisers
Broadcasters & Publishers
Digital & Platforms
Mid Market Sales
Country Operations Team
Product / Hub Support Teams in other markets
Customer Experience Teams across Asia markets
External:Clients
Vendors
SKILLS REQUIREDMinimum 6+ years of experience within Nielsen or a similar background in Media or research, preferably from media or media agencies focusing on brand health tracking, FMCG & consumer studies.
Expertise in quantitative research methodologies and synthesizing, analyzing, and visualizing complex and diverse data sets.
Knowledge of relevant industry trends and methodologies.
Proven track record of team leadership.
Understanding of the Nielsen organization, including relationships with key functions across all business units and Commercial teams.
Leadership and team management capabilities for effectively guiding research teams.
Data literacy.
Strong relationship-building skills.
Strong communication skills for presenting findings and insights.
Project management skills to oversee multiple research projects simultaneously.
Can-do, problem solver attitude.
High drive and focus on delivery.
Excellent problem-solving and critical thinking abilities.
Proficiency in Google Suite Applications – Gmail, Google Docs, Google Slides, etc.
Meticulous with strong attention to detail.
Strong interpersonal skills with a collaborative mindset to work well with others.
Good communication in English, both written and verbal.ABOUT CUSTOMER EXPERIENCE, AUDIENCE MEASUREMENT
Provides an increased focus on unifying the customer's experience across products, working in partnership with Sales, Product, and all other Nielsen functions to drive satisfaction and loyalty from our customers, by incorporating the post-sales customer engagement functions from the Commercial team, Digital Census Operations team from Global Data Solutions, and Product Enablement from Product.#J-18808-Ljbffr