Ce Transformation Lead Europe

vor 1 Monat

Frankfurt am Main, Deutschland NielsenIQ Vollzeit

**Job Description**:
The CE transformation lead (EU, NA, LATAM) is an operational above market role, leading, implementing and driving the operational design of our international Client engagement (CE) approach to ensure proper operational client interaction and finally satisfaction on questions, escalations, requirements, and concerns. In this role it is required to have an “end to end” knowledge regarding the production processes as well a deep knowledge on operational client interaction and linked models. The role requires strong communication skills, business understanding and flexibility to work across different time zones and regions.

**Responsibilities**:
Key accountabilities (this area is not a detailed description of activities on the job):

- Being a Point of Contact for the regional E2E and service leads in Operations as well for Customer Success and Service regarding the CE operational approach in EU, NA and LATAM. - ensuring implementation, monitoring, enhancements of CE process. Interacting with counterpart for MEA, APAC and India) in terms of alignment and consistency.
- Working close together with Operations Workstreams (CI: Client instructions), Global Teams Product and Technology to maximize efficiency and effectiveness for CE related tasks and actions.
- Ensure productivity targets linked to CE transformation and continue to look for further opportunities to maximize automation and digitalization.
- Collaborate with Customer Success on MSD triage process and optimize continuously based on Discover deployment and changed requirements and enlarged Moonshot capabilities.
- Interact with clients to collect feedback, experiences and client needs.
- Ensure critical customer and operational requirements are translated into operational and technical specifications and enhanced in the NIQ platforms.
- Drive standardization across geographies to increase client satisfaction and enable scalability of solutions.

**Requirements**:
**Work experience**:

- Experience in NielsenIQ cross functional teams with client facing activities.
- Having a very good understanding of NIQ architecture on data, platforms, and processes with the aim to define and evaluate feasibility of the best solutions.

**Education**:

- Master’s degree or equivalent experience

**Skills and knowledge**:

- Excellent communication skills - Advanced English, spoken and written.
- NielsenIQ production and platform knowledge - Strong technical understanding of the operations E2E process to be able to design and enhance CE approach and model to maximize client experience on NielsenIQ’s service with focus on Operation.
- Excellent relationship management skills to effectively liaise with clients, commercial and operational teams.
- Experienced business acumen
- Ability to manage a varied and unpredictable workload with minimum supervision.
- Ability and willingness to drive scalable improvements based on facts
- Problem solving and decision-making skills.
- Presentation skills
- Very good Excel knowledge and computer literate.
- Curiosity and continuous improvement mindset (challenge the status quo)

Additional Information

**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.

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**Our commitment to Diversity, Equity, and Inclusion**

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.
- NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process._

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