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Senior Operations Client Partner

1 day ago

Toronto, Ontario, Canada NielsenIQ Full time

Job Description

Pay Range - $64, ,000

Vacancy Status:
This posting is for an existing vacancy.

Candidates must currently be in the Greater Toronto are and able to attend in-person meetings as required.

NIQ is the world's leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. We are looking to add a Sr. Client Operations Partner who will act as the liaison between the clients, Commercial, and various Operational teams.

As the Sr. Client Operations Partner, you'll advise, suggest, and discuss solutions with the internal and external clients of NIQ products for all operational matters, as well as build operational trust in the data and its quality through management of client health and wellness.

Responsibilities

  • Accountable for E2E timely and accurate resolution of operational client requests and issues, related to:

  • Database Services (structural changes/change requests)

  • Product Coding

  • Data Quality issues excluding Coverage & Unusual Trends

  • Operations SPOC for regional client health including proper development and implementation of Wellness action plans in collaboration with cross functional teams

  • Communicate directly with the client, leading/attending meetings alongside the Commercial team to discuss operation matters (participation, Ops materials preparation and presentation)
  • Prioritize client assignments, portfolio projects and resources to deliver the highest value to NIQ and clients
  • Communicate all impactful Operations related activities to Commercial partners including product information, data challenges and larger NIQ event initiatives
  • Provide required updates to management, including early transparency to challenges/opportunities and facilitation of action plans and mitigation approaches to maintain client satisfaction
  • Ensure correct and timely execution and delivery of BAU maintenance deliverables in collaboration with cross functional teams
  • Triage tickets and cooperate closely with the various Operations/Technology departments to resolve client queries through an efficient workflow
  • Attend and contribute to internal meetings, including: Client Health Tracking, Quality Escape Management; manage clarification of root causes and preparation of quality improvement plans
  • Provide escalation support for hot client issues and align with the client and Commercial/Operations leadership on mitigation plans
  • Suggest new improvements/new solutions in client databases that result in driving revenue and enabling simpler, more enduring and cost-efficient database production for NIQ
  • Identify gaps and areas for improvement in client support processes

Qualifications

  • 10+ years of experience with a background in the CPG industry and/or related client experience
  • Strong analytical mind and ability to connect the dots between different Operations functions
  • Understanding of how data flows through NIQ back-end systems from acquisition to delivery
  • Excellent written and verbal communication skills; ability to translate information to clients clearly and concisely
  • Ability to manage multiple clients/priorities efficiently while being detail oriented
  • Experience with Microsoft Suite tools (Excel, PowerPoint, Outlook)
  • Ability to coach others and work with senior leaders cross-functionally
  • Prior NIQ experience preferred

Additional Information

Our Benefits

  • Flexible working environment
  • Volunteer time off
  • LinkedIn Learning
  • Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ's principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ's AI Safety Policies and Guiding Principles:

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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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