[HN][Agency] Nielsen Vietnam: Client Service Senior Manager
About Nielsen
Nielsen Holdings N.V. (NYSE: NLSN) is a global information and measurement company with leading market positions in marketing and consumer information, television and other media measurement, online intelligence and mobile measurement. Nielsen has a presence in approximately 100 countries, with headquarters in New York, USA and Diemen, the Netherlands. As at 2014, Nielsen employs over 40,000 associates worldwide with revenues surpassing US$ 6 billion.
The Job Brief
Manage a client servicing team to ensure prompt delivery of service to the responsible clients in order to achieve the company’s financial objectives and other operational performance indicators
1. Client Servicing
- Maintain an accurate, complete, up-to-date and insightful client business profiles to be shared with senior management
- Undertake sales activities independently or in conjunction with senior staff in terms of preparation and delivery of proposal and credentials
- Ensure client service standards are implemented and enhanced as client expectations continue to evolve and change in the market place
- Drive client satisfaction by providing insights and actionable recommendations during presentations or business reviews
- Ensure the implementation of Client Management Process for the assigned accounts and be able to add value to those key clients
- Identify and recommend enhanced and new products and 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
- Provide product solutions and benefits to client business issues / opportunities by developing strategic initiatives for each client
- Develop plans to cross sell and introduce new services to current clients
- 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 client organization
- Attend client planning meetings and contribute by providing Nielsen insights and solutions to the client’s business needs
- Ensure team members are trained to handle client requirements
- Assist in ensuring adherence to the approved company policies on business conduct / ethics when servicing clients
2. Financial Management
- Achieve revenue, profitability, quality, speed of delivery and productivity targets as assigned
- Ensure continuous market scoping initiatives and release of business proposals to targeted client are pursued to ensure adequate supply of business prospects are in the pipeline
- Contribute to overall team plan by generating revenue and/or cost savings ideas
3. Funtional / Technical
- Maintain an accurate and up-to-date knowledge on research techniques and applications
- Provide value-added analyses and respond to special requests
- Manage data quality issues by overseeing data inquiry process
- Recommend improvements in work processes within area of responsibility
4. Organization Management And Development
- Ensure alignment of operating systems and processes that will enable the business unit to achieve the overall business objectives
- Work across functional business units to support organizational initiatives and business needs
- Promote inter-departmental and inter-divisional communications and teamwork
5. People Management
- Utilize the Performance and Development Plan to communicate and assess performance objectives, competency lists and development plans for direct reports
- Ensure effective performance management system is implemented and aligned with regional directions in order to recognize desired performance for business advantage
- Establish high standards of performance and hold associates firmly accountable for meeting those standards
- Contribute to the development and implementation of training plans to ensure that associates are able to grow and demonstrate mastery of required competencies in their jobs and deliver desired performance levels
- Provide support, recognition and feedback to assist associates towards achieving the performance expectations and standards
- Act as coach, guide and mentor to employees
- Ensure that associates are aware of the nature of their specific roles in relationship to the local market, the sub-region and overall regional operation
- Establish a strong team environment focused on exceeding internal and external client requirements
- Conduct consistent periodic coaching "work with-s" to observe team members with clients and provide feedback
- Contribute to driving world class employee satisfaction through the implementation of relevant organizational initiatives that build on employee commitment
- Address professional development goals and needs of direct reports
- Ensure proper dissemination of information and implementation of company rules and regulations as well as policies and procedures
Desired Skills and Experience
- BA / BS Required (MBA desirable)
- 6 to 10 years experience in Market research or FMCG / Pharma/ Finance/ Telco industry
- Working knowledge of statistics and multivariate analysis
- Working knowledge of research techniques and methodologies
- Project management experience
- Effective writing skills
Why Nielsen
We value, uphold and celebrate diversity of opinions, styles and background. Young or experienced, outgoing or introspective, colleague or coach, artiste or athlete – you don’t have to be what you’re not. At Nielsen, you can BE YOU.
Everything you do has an impact on clients, colleagues and communities. You’ll be part of something big. Our insights drive decisions that have the power to bring about tremendous change. At Nielsen, you can MAKE A DIFFERENCE.
We recognise that great people make great organizations. Your growth matters to us, and we provide abundant opportunities to stretch, challenge and develop your untapped potential. At Nielsen, you can GROW WITH US.