Total 10 customer experience manager job vacancies in Jakarta Selatan

NIQ Customer Service team is focusing on building positive customer experiences by offering outstanding customer-centric servicing and support to uncover insights on consumer buying behavior, in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutioning.

Responsibilities

• Drive customer loyalty by providing digital support and servicing to customers via NIQ Customer Service Online platform, working together with Global Customer Service Center
• Working with CSC Lead, Product Leader, and Customer Success team in building a client communication on Product Enhancement, Universe Update & Delivery Details
• Provide clear and accurate responses as well as market expertise to stakeholders
• Achieve competency in NIQ proprietary data mining platform and driving customer’s usage and adoption
• Achieve competency in Microsoft Dynamics, manage dashboards to track and analyze Key Performance Indicators
• Coordinate both local and international sales request as part of NIQ global network, driving NIQ’s bottom line across the organization
• Spearhead improvement projects to drive process optimization and uphold globally acclaimed NIQ data standards

A Little about You

Curiosity drives your interest in what moves the market. You find potential in percentages. Managing time and deadlines comes naturally to you. You’re known for your impeccable organization. Connecting with key internal stakeholders and clients matters to you, and that motivates you to take initiatives and continue seeking streamlined approach. Embracing utilization of digital and cloud services. You’re always looking for what’s next. 

NIQ/GFK’s CMI Sales team is focused on growing revenue, finding new business opportunities and market penetration.

Sales is NIQ GFK’s growth engine which is instrumental for the company’s success.

So where do you fit here?

You will drive the overall new business sales & renewals for CMI business for the accounts in your scope; you will secure a sustainable sales pipeline developing new revenue opportunities while maintaining close customer relationships for existing accounts.

Responsibilities

• Drive sales, renewals and overall growth of business, securing sustainable and long-term pipeline, revenue opportunities, while keeping an accurate forecasting and maintain customer relationships (both senior and mid-level)
• Develop a strategic understanding of customer's industry/ business/ markets/ clusters.
• Partner with Customer Success (Research consultancy and delivery team) and other relevant functions (e.g. Retail Measurement, Retailer + Tech & Durables Account Leaders) to define strategic Account Plans and JBPs and remove roadblocks for smooth sales operations.
• Drive strategic action plan to tackle Voice of the Customer feedback.
• Work together with our sales teams, enhancing your skills and improving your experiences together as a team.
• Seek strategic expansion of customer network and strategic alliances to unlock new budget holders.
• Ensure proactive alignment of NIQ GFK’s CMI value proposition to customers' needs and trends.

You are a high-performing deal maker with a growth mindset of revenue targets. You know how to build and promote strong long-lasting client relationships. You’re energized by accelerating sales, uncovering opportunities, and exceeding individual targets while bringing the best out of your colleagues through collaborative learning and joint pitches when needed. A deep understanding of the market landscape, our CMI products, and our processes is at the forefront of your mind. You know that collaboration amongst teams and active listening of clients is critical to meet goals and grow. You strengthen our relationship with customers and unlock opportunities for growth. Selling, understanding our customers and their contexts, effective negotiation and growth mindset drive your work.

This role will be responsible for maintaining/enhancing customer relationships, responding to client queries (across RMS & CPS) via CSO, perform triage/ coordination with Global Service Center team focusing on Data pulls, reports, resolution and triaging of client queries, and driving overall client satisfaction

Responsibilities

Client Engagement

• Responsible for coverage analysis & client queries elements of JBP, including defining success criteria and tracking mechanisms, aligning with customer on ways of working, and defining service delivery elements of JBP 
• Responsible for coverage analysis & client queries elements of client review process, including review and tracking value delivery against JBP across teams and markets and tracking actions for improvement as needed
• Responsible for account ID setup and initial technical support through direct support or triaging technical support requests to right functions (e.g., support on NIQ fundamental tools and Essential platform usage training) as part of the client onboarding process
• Accountable/responsible for change management and transition components of tactical client training (e.g., self-guided in platform training, self-paced courses on NIQ data and tools) 
• Responsible for managing client issues and triaging issue to right issue owner for resolution; Responsible for collecting Voice of Customer for User Experience & Service Model related topics, input through proper VoC collection methods (see VoC deep dive)
• Responsible for maintaining and promoting CSO to clients, managing and maintaining NIQ knowledge articles, and improving client satisfaction and experience using CSO 

This role will be responsible for maintaining/enhancing customer relationships, responding to client queries (across RMS & CPS) via CSO, perform triage/ coordination with Global Service Center team focusing on Data pulls, reports, resolution and triaging of client queries, and driving overall client satisfaction

Responsibilities

Client Engagement

• Responsible for coverage analysis & client queries elements of JBP, including defining success criteria and tracking mechanisms, aligning with customer on ways of working, and defining service delivery elements of JBP 
• Responsible for coverage analysis & client queries elements of client review process, including review and tracking value delivery against JBP across teams and markets and tracking actions for improvement as needed
• Responsible for account ID setup and initial technical support through direct support or triaging technical support requests to right functions (e.g., support on NIQ fundamental tools and Essential platform usage training) as part of the client onboarding process
• Accountable/responsible for change management and transition components of tactical client training (e.g., self-guided in platform training, self-paced courses on NIQ data and tools) 
• Responsible for managing client issues and triaging issue to right issue owner for resolution; Responsible for collecting Voice of Customer for User Experience & Service Model related topics, input through proper VoC collection methods (see VoC deep dive)
• Responsible for maintaining and promoting CSO to clients,  managing and maintaining NIQ knowledge articles, and improving client satisfaction and experience using CSO 

Key Responsibilities:

• Secure the retailers cooperation continuity improving the conditions of existing cooperations agreements with current retailer partners
• Ensure all data partnerships are correctly managed within the Partnership Program framework
• Ensure the Best-in-Class servicing through your own team and in collaboration with the customer services using our different platforms in priority
• Sourcing for strategic new retailers, enhancing features & inputs from existing ones (incl promo data)
• Drive sales, cooperation renewals and overall growth of existing retailers securing sustainable and long-term pipeline, revenue opportunities ensuring an accurate forecasting; maintain C-suite customer relationships
• Increase penetration of the NIQ/GFK solution portfolio and seek strategic alliances leveraging partnerships with third parties (e.g. for Pricing, Assortment, Loyalty, OSA, Business Intelligence, Newron and Collaborative programs) to create strong dependency of retailers on our capabilities and information
• Develop a strategic understanding of our retailer’s industry/business/markets/clusters
• Partner with Customer Success and other relevant functions (Operations, Product Leadership, others) to define strategic Account Plans and JBPs and remove roadblocks
• Drive strategic action plan to tackle Voice of the Customer feedback
• Lead and inspire sales and servicing team, enhancing their skills and improving their experience
• Ensure proactive alignment of NIQ and GFK values proposition to customer’s needs and trends
• Communicate clearly, thus ensuring team activities are always focused and relevant
• Implement Global and Regional strategy and organization, be able to drive change

ABOUT THIS JOB  

This position ensures that all physical aspects of the facility function properly to support the Business. This position will manage day-to-day activities reporting to the Cluster Manager. This includes ensuring continuous operations for reception, security, maintenance, mail room, and janitorial services, to meet the needs of their customers.   

RESPONSIBILITIES 

• Engage local business stakeholders to understand business requirements  
• Engage and manage local brokers to negotiate real estate transactions  
• Manage financials: understand variances, coordinate with controllers to improve accuracy and identify opportunities for cost reductions  
• Track the capital & operational budgets 
• Drive cost savings initiatives, identify services to adjust or bid  
• Ensure all facilities services suppliers and/or in-house resources are managed 
• Ensure external vendors have contracts and service level agreements  
• Continually improve service levels  
• Liaise with site landlords to ensure that the agreed program for planned building maintenance is implemented and monitored 
• Ensure compliance with local regulations 
• Liaise with ESG team, execute against strategy and ensure sustainability related data delivery per country  
• Cooperate with Project Manager(s) to execute renovation and relocation plans  
• Work closely with Corporate Security to implement the safety standards on the site  
• Collaborate with Global Crisis Response team, to work through situations, such as earthquakes, hurricanes, theft, etc.  
• Manage and develop FM on site team members 
• Business continuity and site coverage plans established for agreed locations, in alignment with key functional leads for IT and the business, and tested on an agreed basis with the collective team 

ABOUT THIS JOB  

This position will manage Real Estate and Facilities including market analysis, property searches, lease negotiations, legal and insurance reviews, through to lease execution. This position ensures that all physical aspects of the organization’s offices within the Cluster function properly to support the Business. This position will provide guidance for renovation projects to ensure the new workspace will provide effective space that accommodates team interaction and the look and feel aligns with Corporate standards. This position also ensures that all functions such as reception, security, maintenance, mail room, canteen, and janitorial services meet the needs of their customers and are aligned at locations within and across cluster.  

RESPONSIBILITIES  

• Proactively manage RE portfolio, understand business requirements, and drive results to rightsize workspace and develop solutions to support new ways of working  
• Engage local business leaders to validate and drive real estate portfolio optimization  
• Engage and manage local brokers to negotiate real estate transactions  
• Manage Cluster financials: understand variances, coordinate with controllers to improve accuracy and identify opportunities for cost reductions  
• Oversee and manage and track the capital & operational budgets 
• Monthly deep dive discussions with Regional RE Leader, including monthly variance details, OTI and Productivity updates  
• Drive cost savings initiatives, identify services to adjust or bid  
• Ensure all facilities services suppliers and/or in-house resources are managed 
• Ensure external vendors have contracts and service level agreements  
• Continually improve service levels  
• Liaise with site landlords to ensure that the agreed program for planned building maintenance is implemented and monitored 
• Ensure compliance with local regulations 
• Liaise with ESG team, execute against strategy and ensure sustainability related data delivery per country  
• Manage RE local resources (incl. GfK, NIQ and 3rd party employees), to ensure consistent operations across RE portfolio  
• Coordinate with Project Manager(s) to execute renovation and relocation plans  
• Work closely with Corporate Security to develop global standards for access control systems and on site security services.  
• Collaborate with Global Crisis Response team, to work through situations, such as earthquakes, hurricanes, theft, etc.  
• Manage, coach and develop FM team members, including country leads and site facility managers  
• Business continuity and site coverage plans established for agreed locations, in alignment with key functional leads for IT and the business, and tested on an agreed basis with the collective team 

Leads sales efforts for a solution that focus on market penetration such as, but not limited to, Pricing Strategy, Promotion Strategy, within the Analytics practice and is responsible for the commercial plan development and execution. Key priorities include:

• Driving full sales cycle: expanding business with the existing client portfolio (selling new / renewing existing contract), proactively identifying sales opportunities based on client strategic priorities and networking in close alignment with CBPs
• Close collaboration with Delivery COE team to drive seamless delivery to clients.

Success Will Require:

• Strong sales leadership including: prospecting, building a pipeline, moving opportunities through the sales cycle; proposing, presenting and discussing solutions with C-level and other decision-makers
• Ability to build enduring relationships with C-level executives – truly passionate relationship developer
• Strong affiliation to Sales Personas & develops sales strategies to suit
• Excellent problem solving skills, solution oriented and good analytical skill
• Very good client-facing and communication/presentation skills
• Financial understanding (eg. P&L, EBITDA) and how this relates to business success
• Excellent at consultative selling
• Ability to speak at external forums
• Strong Collaboration and Networking skills

Responsibilities:

Earning Client Trust/Building Relationships

• Build and maintain strong networking and C-suite engagement with key players & Sales personas across broad base of client targets.
• Confidence & credibility to talk to a wide range of decision influencers.
• Demonstrate the highest commitment to sales force penetration and retention.
• Demonstrable knowledge of the CPG and Retail industry, understanding how trade and business needs are changing and how NIQ solutions can help solve client business issues.
• Responsible for developing case studies & client testimonials. Present at client/ Retailer events , external industry events
• Full understanding of NIQ portfolio and interconnectedness of different solutions.

Understanding Client Needs

• Has a deep understanding of customer business around (pricing , promotion, assortment , distribution and execution) and can reframe and challenge the way customers view their businesses
• Clearly understands the needs of different personas at the client end - Sales, Commercial Directors, Revenue Management, Category Management and Retailers and how a particular solution can deliver outcomes.
• Available during final presentation of results to ensure client satisfaction, actionable recommendations and additional opportunity detection

Sales Management

• Deployment of necessary solutions around persona's as part of sales planning process.
• Able to drive team towards sales targets, has visibility of all opportunities and risk, ensures the team has tight pipeline and proposal tracking systems.
• Comfortable negotiating with senior clients and knows what levers to use. Clearly links the value of NIQ Analytics products and solutions with the price to overcome objections. Pre-empts stakeholder objections and pushes the client to a favorable outcome.

Planning and Forecasting

• Owns the business plan: financial target/proposal submission/revenue on hand/pipeline for its group of clients/solutions.
• Takes overall accountability for business planning and implementation. Tracks the financial performance of clients.
• Sound understanding of profitability and EBITDA and how this relates to all proposals and sales. Knows how NIQ and competitor offerings are priced and is aware of the client budgets.

Team Management and Collaboration

• Relentless curiosity to learn from & share with Analytics peers from APAC markets and beyond
• Team Management if required (including day-today management, check-ins, one to ones, year-end admin. Etc.) Coaching and training of others on the team).
• Works continuously with CBPs, Commercial Leaders, PL, Delivery COE team & other Analytics APAC leaders to ensure that leads and opportunities are picked up, pertinent information about clients is shared and the relevant people are consulted and/or informed of key activity on an account.

At NIQ, our obsession with helping our clients grow through a comprehensive understanding of consumer behavior leveraging ongoing innovation in technology is what motivates us. Our work helps our clients set growth strategies and determine what products or services they ultimately see in the market and how our clients drive their marketing and trade strategies. 

He/she should be recognized as having expertise in Quantitative Consumer Insights with strong market research technical skills, well-versed and hands-on experience in research solutions and statistical modeling techniques including Brand equity/ Health studies, U&A studies, Segmentation, Concept/product tests, Customer Experience, and Satisfaction studies. 

Responsibilities

• Maintain accurate, complete, up-to-date, and insightful client business profiles to be shared with senior management 
• Ensure Customized Research standards are implemented and enhanced as client expectations continue to evolve and change in the marketplace 
• Drive client satisfaction by providing insights and actionable recommendations during presentations or business reviews 
• Ensure the implementation of the Client Management Process for the assigned accounts and be able to add value to those key clients 
• Identify and recommend enhanced and new services that answer clients' business needs 
• Lead the client servicing team with the primary responsibility of expanding our scope of influence with clients across a wider range of products and with greater depth of involvement 
• Ensure the services provided to clients are timely and precise according to client business needs and specifications while meeting the company's quality standards 
• Build and maintain ongoing relationships with the identified key persons within the client organization 
• Ensure staff are trained on customized research processes (building questionnaire/ analysis specs etc) and handling day-to-day client requirements 
• Assist in ensuring adherence to the approved company policies on business conduct/ethics when servicing clients 
• Advise senior management of client status, problems, and opportunities 

Financial Management 

• Achieve revenue, profitability, quality, speed of delivery, and productivity targets as assigned 
• Contribute to the overall team plan by generating revenue and/or cost-saving ideas 

Functional/Technical 

• Maintain accurate and up-to-date knowledge of research techniques and applications 
• Provide value-added analyses and respond to special requests 
• Manage data quality issues by overseeing the data inquiry process 
• Recommend improvements in work processes within the area of responsibility 

Organizational Management and Development 

• Ensure alignment of operating systems and processes that will enable the division to achieve its overall business objectives 
• Promote inter-departmental and inter-divisional communications and teamwork 

Innovation matters. With best-in-class research and predictive analytical tools, NIQ BASES, the worldwide leader in analyzing and consulting on new products, remains at the core of our client's new product ideas, product messaging that inspires action, fresh packaging designs, and optimal product launch strategies. At NIQ, you will work with industry-leading marketers and see your work come to life. Have you ever wanted to modernize the brand and bottle design for an iconic beer company? How about discovering the next big energy drink? At NIQ, you can. Be curious. Be collaborative. Be forward-thinking. Join the Innovation team and work with our clients as a consultant, a problem solver, and the voice of NIQ BASES to our clients.

Learn more about BASES at: https://nielseniq.com/global/en/landing-page/bases-innovation-renovation-and-brand-success/

Responsibilities

Work with a team of analysts to ensure prompt delivery of service to responsible clients to achieve the set financial objectives and other operational performance indicators.

• To assist the senior member in identifying a new business opportunity in the industry
• Constructs and implements the analytical plan
• Consult with clients regarding research designs and general study concerns
• Supervises direct reports by answering questions, providing constructive and consistent feedback, and conducting performance appraisals promptly
• Develop study design, and questionnaires, and discuss analytical plans with the modeling team
• Run market simulations, analyze study data, and provide report conclusions and recommendations, with minimal supervision
• Prepares and presents study results to clients
• Prepares client proposals and study designs and estimates costs of projects, with supervision
• Monitors changes in job costs and communicates cost changes to client, as needed

Client servicing

• Undertake sales activities in conjunction with the commercial team in terms of preparation and delivery of proposals and credentials
• Work with the Customer Success team on analysis to drive client satisfaction by providing insights and actionable recommendations during presentations or business reviews
• Ensure the services provided to clients are timely and precise according to client business needs and specifications while meeting the company's quality standards
• Identify and recommend enhanced and new services that answer clients' business needs
• Build and maintain ongoing relationships with the identified key persons within the client organization

A little bit about you

Curiosity drives your interest in what moves the market. You find potential in percentages. Managing time and deadlines comes naturally to you. You’re known for your impeccable organization. Connecting with clients matters to you, and that motivates you to sift through data for a new angle. You can identify the narratives behind numbers, and you’re always looking for what’s next.