ABOUT THE ROLE
Nielsen is seeking a Associate Director, Client Services & Customer Success. Manages and develops a team of Customer Success experts across a range of products. Define and promote the discipline of Customer Success teams across Nielsen Singapore and Malaysia for all products within each market. Ensure best practice and process is applied and shared across the teams and have a focus on continuous improvement, empowering and challenging the teams to deliver every day on our commitment to our customers.
ROLES & RESPONSIBILITIES
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People Management- Management and leadership of direct reports. Regular feedback, performance assessment and career development planning. Creation of a succession plan for key roles within the team.
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Team Enablement- Securing product and skill training for the Customer Success team to deliver against their roles and responsibilities including KPIs. Helping team navigate internal and external roadblocks to delivering the Customer Success function.
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Customer Success Optimization- Hold Customer Success team accountable for delivering against commitments and customer expectations. Define and optimize Customer Success processes for each product (and overall). Support the Customer Success team to work closely with the Commercial Leaders and Account Management teams to share customer insights that help identify additional product and service sales opportunities. Build capability within Customer Success team across multiple products and ensure team can manage absences and peaks in demand without impacting service delivery. Raise profile of Customer Success function across Nielsen Commercial team and awareness of successes and impact from Customer Success team.
KEY STAKEHOLDERS & INTERFACE
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Internal- 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
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External- Clients
- Vendors
SKILLS REQUIRED
- Min 6+ years experience within Nielsen or similar background in Media or research, preferably from media, media agencies focusing on brand health tracking, FMCG & consumer studies
- Expertise across quantitative research methodologies as well as in synthesizing, analyzing and visualizing complex and diverse data sets.
- Knowledge of relevant industry trends and methodologies.
- Proven track record of team leadership.
- Understanding of Nielsen organization, including relationships with key functions across all business units and Commercial teams.
- Leadership and team management capabilities for guiding research teams effectively.
- 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
- High drive and focus on delivery
- Excellent problem solving and critical thinking abilities
- Google Suite Applications – GMail, Google Doc, 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.
