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senior manager commercial/client service
2 weeks ago
Job Description
Media Measurement Malaysia team has been established since 2015 as an integral part of GfK/ NIQ Group and is working on various studies regarding the measurement of media consumption in Malaysia. We are looking for a highly motivated Commercial/ Client Service Senior Manager who will be able to develop Media Measurement business in Malaysia and deliver high quality service to our clients.
In this role of Senior Manager in Commercial/ Client Service, you will be responsible for relationship management with Malaysia-based clients through regular communication to understand their needs for media research and strategic analytics and insights. The role will also include the management of one resource based in Malaysia.
Responsibilities
The Senior Manager role will focus on
- Business Development of Media Measurement products
- Client satisfaction and relationship Management
- Team & Internal stakeholders Management
- Contractors Management (external Fieldwork agencies)
Business Development:
- Executing commercial strategy and sales of GfK Media Measurement solutions to Malaysia-based clients
- Achieving sales and strategic objectives by clearly articulating GfK Media Measurement's value proposition and use cases to decision makers specific to the product portfolio of responsibility
- Building meaningful client relationships with client stakeholders and teams
Client Management:
- Develop and maintain open-channel communication with top-level clients to address their research needs
- Initiate conversations and meetings with clients to hear needs and feedback and share thoughtful insights to showcase capabilities of our Media products
- Drive overall client satisfaction to achieve high Net Promoter Score (NPS) and a high performing team environment
Effective team management:
- Effectively plan team workload and ensure prompt and accurate responses to clients are to time and quality expectations
- Facilitate knowledge transfer by acting as an advisor and source of advice for team members
- Support team members on solving client concerns and issues
- Support objective setting with the team and provide on-going performance feedback
- Active engagement with team members to build a close-bonding atmosphere
- Act as an extension of the team to explain rationale of company initiatives and reinforce key messages
Quality and service assurance:
- Ensure all client interaction processes and procedures are adhered to within the team
- Proactive communication with Research/OPS, clients, and external vendors ensuring on target delivery (time)
- Compliance with key initiative
- Together with Senior management, have regular review/revisions of client relationship management with the end goal of improving client satisfaction and stickiness to media research products
Expected Core competencies
- Business Development (Advanced)
- Communication (Advanced)
- People management (Advanced)
- Media Measurement Fundamental (Advanced)
- Project management (Intermediate)
- Analytics (Intermediate)
Expected Soft/Leadership/Commercial competencies
- Client Engagement (Advanced)
- Commercial Compliance (Advanced)
- People Leadership (Advanced)
Qualifications
- Bachelor's degree or equivalent experience
- Minimum 5 years of experience in Market Research Industry, preferably Media Research, in Sales/ Client Servicing
- Minimum 2 years of experience in a managerial role
- Very good in influencing, persuading, and people management skills
- Excellent communication (written and oral) and interpersonal skills
- Excellent knowledge in Microsoft office
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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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
