Operations Partner

Acts as the liaison between the clients commercials and various operational teams. This role advises, suggests, and discusses solutions with the internal and external clients in terms of NielsenIQ Products for all operational matters without sales activities as well as builds operational trust in the data and its quality. This role is a client-facing role.

• Ensure regular execution of the BAU deliverables maintenance and delivery to clients.
• Communicate to client in case of BAU delivery encounters: delay (limited scope), rework as well as align with CS on prioritization.
• Coordinate with BAU on post-production and pre-delivery checks for clients.
• Act upon the incident management process according to the formalized process and RACI.
• Responsible for quality assurance & resolution of operational escalations working with Customer Support (which is Accountable / SPOC for client) & Data Operations.
• Attend, contribute to, and coordinate with Data Ops regular operations & quality reviews and escalation-related face-to-face meetings with client in alignment with Customer Support.
• Attend and contribute to internal meetings e.g., regular CHT QEM incl. clarification of root causes etc. and escalations/wellness-related incl. improvement plans preparation.
• Accountable for delivery of operational projects incl. Product Enhancements and any major global operational changes incl. communication discussing technical questions around process, technical possibilities, recommend effective solutions, define delivery targets and communicate progress, risk status reporting, etc.
• Drive design of operational solutions with the internal and external clients incl. identifying clients needs and translating them into technical specifications in consideration of technical capabilities and limitations.

Incl. Introduce/suggest the client proactively new improvements/new solutions in their databases that results in driving revenue and enabling simpler, more enduring, and cost-efficient database production for NIQ.

• Prepare and communicate impact analysis on syndicated data at country or category level.
• Capture and share lessons learned related to solved issues.
• Identify gaps and areas for improvement in the process.
• Contribute to resolving elements of regional & global clients queries via collaboration with other countries.
• Accountable for E2E timely and accurate resolution of operational client requests and issues incl. direct client communication for:

Database Services (structural changes / change requests new deliverables setup) incl. Feasibility studies

• Product Coding
• Data Quality Issues excl. Coverage & Unusual Trends
• Support in resolution of other operational client queries with communication back to Customer Support team for:

Data and Methodology Questions

• Unusual Trends & Coverage (part of Data Quality Issues)
• Triage tickets and cooperate closely with various operations departments to resolve client queries through an efficient workflow being the only gateway for Commercial teams to Data Ops departments.
• Responsible for ensuring SLA & service standards for query types Operations Partner is responsible for.
• Operational client requests and issues resolution include among others also DDM.
• Use available operational tools to perform all necessary verifications and investigations:

Epics, OGRDS, Brandbank product library, eClipse, NRSP, eForte, Discover, CSO / MS Dynamics.

Details regarding each query type scope of activities:

Database services (new & change requests) incl. Feasibility studies

• Deliver solutions to clients with high quality and in a timely manner incl.:

Encourage clients to use self-serve

• Ensure minimum level of information and validity of the request.
• Understand client requirements from client / CS (dive deeper with the client if information provided is not sufficient).
• Coordinate feasibility studies on possibilities, timing & cost (e.g., liaising with Data Ops).
• Define solutions.
• Connect with AD team on the pricing for billable option (negotiation is AD responsibility!).
• Convert the clients needs of any complexity into internal Work Orders (COFs).
• Coordinate / monitor the execution internally until final delivery.
• Communicate directly with client attend any calls / meetings with Client when required in alignment with Customer Support.
• Provide support if required to confirm which datasets can be available in Configuration Manager (when Configuration Manager is live).

Product Coding

• Deliver solutions to clients with high quality and in a timely manner incl.:

Encourage clients to use self-serve

• Ensure minimum level of information and validity of the request.
• Understand client requirements from client / CS (dive deeper with the client if information provided is not sufficient).
• Perform investigation and/or coordinate with Data Ops if required.

Facilitate with Data Ops NPP pics from clients to code

• Generate and distribute to client New Production Listing.
• When a coding error has been identified follow the Data Quality Issues path.
• Define solution.
• Connect with AD team on the pricing for billable option (negotiation is AD responsibility!).
• Convert the clients needs of any complexity into internal Work Orders (COFs) and/or according to available coding guidelines & processes.
• Coordinate / monitor the execution internally until final delivery.
• Communicate directly with client attend any calls / meetings with Client when required in alignment with Customer Support.
• Provide support if required to confirm which datasets can be available in Configuration Manager (when Configuration Manager is live).

Data Quality Issues excl. Coverage & Unusual Trends

• Own resolution of a quality issue incl.:

Encourage clients to use self-serve

• Ensure minimum level of information and validity of the request.
• Understand client requirements from client / CS (dive deeper with the client if information provided is not sufficient).
• Perform diagnostic and/or coordination with Data Ops if required.
• Define solution when correction needed.
• Provide target date as well as information to Customer Support about all datasets impacted.
• Coordinate / monitor the execution internally until final delivery.
• Communicate directly with client attend any calls / meetings with Client when required in alignment with Customer Support.

Data & Methodology Questions as well as Coverage & Unusual Trends (part of Data Quality Issues)

• Resolve methodology information or unusual trends query which cannot be answered in the first place via self-serve or by Customer Support incl.:

Perform diagnostic and/or coordination with Data Ops if required

• Communicate back to Customer Support.
• Review process documentation or operations Knowledge Articles ensuring that they are updated or created by Knowledge experts if needed.

Qualifications : Work experience :

• Minimum work experience in client-facing roles to be able to understand client requirements and execute relevant actions towards clients:

2-3 Y Operations Partner

Education :

• Higher education or equivalent experience.

Requirements :

• Combination of operational skills and client orientation demonstrates willingness to understand operational end-to-end processes and able to translate business expectations into technical specifications.
• Strong technical understanding of the operations production platforms and capabilities to secure the necessary translation of client requirements into a technical specification.
• Good understanding of the local FMCG industry.
• Good relationship management skills to effectively liaise with commercial clients and various operational teams.
• Well-developed analytical skills and very good attention to details.
• Proactive attitude in recommending suitable solutions demonstrates a Can-Do & results-oriented attitude.
• Independent in executing tasks driving progress and working out solutions.
• Ability to work effectively in a team to achieve goals together.
• Strong communication both verbal and written easiness in presenting complex operational topics in a simple way.
• Good Excel knowledge is a must.

Additional Information :

• Flexible working environment.
• Volunteer time off.
• 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.

For more information visit NIQ.com

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NIQ is committed to reflecting the diversity of the clients communities and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce measurement and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity / Affirmative Action Employer making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global nondiscrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center:

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