Manager, Customer Success

1 week ago

Petaling Jaya, Malaysia NielsenIQ Full time

As an Analytics & Insights Manager, you will be an information resource expert within the FMCG industry, providing dedicated support to assigned clients across Malaysia. You will collaborate closely with operations and account teams, to help client users leverage the suite of products/services and make informed business decisions. Assignments can range from brand performance analyses to thought leadership sharing with top-level executives.
- Be the day-to-day contact of Retail Measurement Services clients. You will advise clients on RMS resources and tools, data standards and analyses, audit and calculation methodologies, and other information services.
- Deliver analyses, charts, and reports that are clear, concise, and meaningful to clients. Engage effectively with multiple clients at a time, to ensure that deliverables meet/exceed expectations of timeliness and quality.
- Conduct regular reviews with Client Service and Operations teams, to monitor service delivery KPIs involving response times, quality levels, and workflow efficiency. Key contributor role in identifying process improvement opportunities.
- Manage a team of 3-4 executives, guiding them with their analysis to ensure it provides clear actionable recommendations to clients.
- Maintain timely communications with account teams and senior management, to keep stakeholders up-to-date on client requirements and call out any issues/ risks. Document records of client inquiries and resolutions, into activity logs and Knowledge Base file shares.
- Support senior management in developing Thought Leadership case studies.

**Qualifications**
- University degree in Business, Economics or related field; Marketing specialization is a plus
- 3-4 years of experience in market intelligence, and research analysis. Experience within the FMCG industry would serve as an advantage.
- Excellent written and verbal communication; English proficiency is a must
- Highly competent in MS Excel and PowerPoint (pivot tables, functions, charts)
- Aptitude for numbers and meticulous
- Resourceful problem-solving and collaborative team player
- Experience in solution and process automation by leveraging technology
- Customer-oriented with good people skills; you will interact with a diverse group of clients
- Able to prioritize a varied workload, to manage concurrent deadlines while maintaining accuracy

**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.

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