Job Description
As the Customer Support Leader for Turkey, you will play a pivotal role by managing a
dedicated team of Customer Support associates. Your key responsibilities will include
ensuring that we deliver consistent, high-quality service and adhere to governance
standards while enhancing our clients' understanding and confidence in NIQ data.
Success in this position requires a solid grasp of each client's unique business needs and
deep expertise in NIQ solutions.
More than just a strategic thinker, you will serve as an inspiring leader, guiding a
passionate team toward operational excellence. Your efforts will drive growth and ensure
exceptional customer satisfaction, making a meaningful impact on our clients and their
success. Join us in this exciting opportunity to lead and innovate in customer support!
Responsibilities:
- Lead the team with a laser focus on delivering an unmatched service experience, ensuring every touchpoint is characterized by speed, accuracy, and solution-oriented approaches.
- Collaborate with various internal teams, including in-market Consulting, Analytics& Insights, Sales, Operations and Data Science, Global customer Service Centre toensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes.
- Monitor and analyze key performance metrics, identifying trends and opportunities for improvement, and taking corrective action as needed to ensure the consistent achievement of service goals.
- Build and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine commitment to their satisfaction.
- Engage and manage escalations, present to clients and execute issue resolution cross NIQ network
- Create an environment to encourage and drive solution mindset and to leverage best practices.
- Enhance servicing efficiencies and improve the NPS and tNPS satisfaction scores. Identify emerging issues and quality trends, flag out areas of improvement regularly, and suggest product development needs of clients for building product roadmap where required.
- Stay up to date on product updates (Discover new release, Omni, etc.), and company news to provide knowledgeable support and guidance to customers.
- Foster a customer-centric culture within the team, promoting empathy, active listening, and a genuine commitment to customer satisfaction.
Qualifications:
• 10 years of experience in market research - preferably at NIQ and having good
exposure to Retail Measurement processes.
• A broad understanding of client sales and marketing issues
Management and Process Skills
• 5+ years of people management experience with strong team engagement results
• Proven track record in driving change, process improvements, and automation
• Experience in finance, including productivity and P&L management
• Strong project management skills with a problem-solving mindset
• Tech-savvy and enthusiastic about operational efficiency
• Excellent communication and stakeholder management
• Analytical thinker with a client-centric approach
• High integrity, adaptable, and proactive
• Fluent in Turkish and business English (written and spoken)
Additional Information
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
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
At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion
