Client Engagement

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Job Description

• Acts as the liaison between the clients, commercials, and various operational teams. This role advises, suggests, and discusses solutions with the internal and external clients in terms of NielsenIQ Products for all operational matters, without sales activities, as well as builds operational trust in the data and its quality. This role is a client-facing role.
• Ensure regular execution of the BAU deliverables maintenance and delivery to clients.
• Communicate to client in case of BAU delivery encounters: delay (limited scope), rework, as well as align with CS on prioritization.
• Coordinate with BAU on post-production and pre-delivery checks for clients.
• Act upon the incident management process according to the formalized process and RACI.
• Responsible for quality assurance & resolution of operational escalations – working with Customer Support (which is Accountable / SPOC for client) & Data Operations.
• Attend, contribute to and coordinate with Data Ops regular operations & quality reviews and escalation-related face-to-face meetings with client – in alignment with Customer Support.
• Attend and contribute to internal meetings eg. regular CHT, QEM incl. clarification of root causes, etc., and escalations/wellness-related incl. improvement plans preparation
• Accountable for delivery of operational projects incl. Product Enhancements and any major global operational changes incl. communication, discussing technical questions around process, technical possibilities, recommend effective solutions, define delivery targets and communicate progress, risk, status reporting, etc.
• Drive design of operational solutions with the internal and external clients incl. identifying client’s needs and translating them into technical specifications in consideration of technical capabilities and limitations.
• Incl. Introduce / suggest the client pro-actively new improvements / new solutions in their databases that results in driving revenue and enabling simpler, more enduring and cost-efficient database production for NIQ.
• Prepare and communicate impact analysis on syndicated data at country or category level.
• Capture and share lessons learned related to solved issues.
• Identify gaps and areas for improvement in the process.
• Contribute to resolving elements of regional & global clients’ queries via collaboration with other countries.
• Accountable for E2E timely and accurate resolution of operational client requests and issues, incl. direct client communication for:
• Database Services (structural changes / change requests, new deliverables setup), incl. Feasibility studies
• Product Coding
• Data Quality Issues excl. Coverage & Unusual Trends
• Support in resolution of other operational client queries, with communication back to Customer Support team for:
• Data and Methodology Questions
• Unusual Trends & Coverage (part of Data Quality Issues)
• Triage tickets and cooperate closely with various operations departments to resolve client queries through an efficient workflow – being the only gate way for Commercial teams to Data Ops departments
• Responsible for ensuring SLA & service standards - for query types Operations Partner is responsible for
• Operational client requests and issues resolution include among others also DDM
• Use available operational tools to perform all necessary verifications and investigations:
• Epics, OGRDS, Brandbank product library, eClipse, NRSP, eForte, Discover, CSO/MS Dynamics.

Details regarding each query type scope of activities:

Database services (new & change requests) incl. Feasibility studies

Deliver solutions to clients with high quality and in a timely manner incl.:

• Encourage clients to use self-serve
• Ensure minimum level of information and validity of the request
• Understand client requirements from client/CS (dive deeper with the client if information provided is not sufficient)
• Coordinate feasibility studies on possibilities, timing & cost (eg. liaising with Data Ops)
• Define solutions
• Connect with AD team on the pricing for billable option (negotiation is AD responsibility)
• Convert the client's needs of any complexity into internal Work Orders (COFs)
• Provide target date
• Coordinate/monitor the execution internally until final delivery.
• Communicate directly with client, attend any calls/meetings with Client when required in alignment with Customer Support
• Provide support if required to confirm which datasets can be available in Configuration Manager (when Configuration Manager is live).

Product Coding

Deliver solutions to clients with high quality and in a timely manner incl.:

• Encourage clients to use self-serve
• Ensure minimum level of information and validity of the request
• Understand client requirements from client/CS (dive deeper with the client if information provided is not sufficient)
• Perform investigation and/or coordinate with Data Ops if required
• Facilitate with Data Ops NPP pics from clients to code
• Generate and distribute to client New Production Listing
• When a coding error has been identified - follow the Data Quality Issues  path.
• Define solution
• Connect with AD team on the pricing for billable option (negotiation is AD responsibility)
• Convert the client's needs of any complexity into internal Work Orders (COFs), and/or according to available coding guidelines & processes
• Provide target date
• Coordinate/monitor the execution internally until final delivery
• Communicate directly with client, attend any calls/meetings with Client when required in alignment with Customer Support
• Provide support if required to confirm which datasets can be available in Configuration Manager (when Configuration Manager is live)

Data Quality Issues excl. Coverage & Unusual Trends

Own resolution of a quality issue incl.:

• Encourage clients to use self-serve
• Ensure minimum level of information and validity of the request
• Understand client requirements from client/CS (dive deeper with the client if information provided is not sufficient)
• Perform diagnostic and/or coordination with Data Ops if required
• Define solution, when correction needed
• Provide target date, as well as information to Customer Support about all datasets impacted
• Coordinate/monitor the execution internally until final delivery
• Communicate directly with client, attend any calls/meetings with Client when required in alignment with Customer Support

Data & Methodology Questions, as well as Coverage & Unusual Trends (part of Data Quality Issues)

• Resolve methodology, information or unusual trends query which cannot be answered in the first place via self-serve or by Customer Support incl.:
• Perform diagnostic and/or coordination with Data Ops if required
• Define resolution
• Communicate back to Customer Support
• Review process documentation or operations Knowledge Articles, ensuring that they are updated or created by Knowledge experts, if needed

Qualifications

Work experience:

• Minimum work experience in client facing roles to be able to understand client requirements and execute relevant actions towards clients:
• >2 Associate Operations Partner

Education:

• Higher education or equivalent experience

Requirements:

• Combination of operational skills and client orientation, demonstrates willingness to understand operational “end-to-end” processes and able to translate business expectations into technical specifications
• Strong technical understanding of the operations production platforms and capabilities to secure the necessary translation of client requirements into a technical specification
• Good understanding of the local FMCG industry
• Good relationship management skills to effectively liaise with commercial, clients and various operational teams
• Well-developed analytical skills and very good attention to details
• Proactive attitude in recommending suitable solutions, demonstrates a “Can-Do” & results-oriented attitude
• Independent in executing tasks, driving progress and working out solutions
• Ability to work effectively in a team to achieve goals together
• Problem solving skills
• Time management skills
• Strong communication, both verbal and written, easiness in presenting complex operational topics in a simple way
• Good Excel knowledge is a must

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