Job Description
The Client Operations Manager is responsible for driving market outcomes related to Operations, ensuring efficiency, quality, and productivity. This role involves managing client escalations, providing feedback to Commercial teams, and leading quality management initiatives. The Client Operations Manager will champion global products, tools, and processes, align local practices with global standards, and facilitate cross-functional reviews.
Key Responsibilities:
Market Outcomes: Own and drive market outcomes related to Operations.
Feedback Management: Provide timely and structured feedback to Commercial teams, managing expectations and maintaining transparency.
Client Engagement: Handle client escalations and complex queries, engaging directly with clients to enhance their experience.
Bottleneck Resolution: Proactively identify and resolve cross-functional bottlenecks to improve efficiency, quality, and productivity.
Quality Management: Lead the country-level quality management rhythm, focusing on Design, Relevance, Delivery, CHT, and NPS, and oversee the execution of improvement plans.
Global Standards: Champion global products, tools, and processes at the market level to ensure adoption and consistency.
Request Prioritization: Lead the intake and prioritization of operational and technical requests from Customer Success, Commercial, Retail, Analytics, and Product teams.
Practice Alignment: Align local practices with global standards, resolving inconsistencies and eliminating legacy approaches.
Cross-Functional Reviews: Facilitate and lead monthly cross-functional reviews focused on Quality, Growth Initiatives.
Operational Targets: Ensure operational targets and growth objectives are met, while managing expenses in accordance with budgetary guidelines.
Stakeholder Collaboration: Maintain strong partnerships with internal stakeholders to enhance collaboration and drive client-centric outcomes.
T2T Meetings: Organize and lead T2T meetings at the market level and support client-facing engagements alongside local leadership as the operational counterpart.
Qualifications:
Proven experience in operations management, preferably in a client-facing role.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to handle complex client queries and escalations.
Proficiency in quality management and process improvement.
Familiarity with global products, tools, and processes.
Strong analytical and problem-solving abilities.
Ability to manage multiple priorities and meet deadlines.
We Offer:
Flexible working hoursA diverse work environment Global exposure and engagementEngaging and challenging work within our portfolio of global clientsCulture of performance-based rewardsAdditional Information
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:
Our Benefits
Flexible working environmentVolunteer time offLinkedIn LearningEmployee-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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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