NielsenIQ Customer Service Jobs in South Africa
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Full Job Description - Read Carefully
Job Description
NielsenIQ Activate is our newly acquired loyalty, personalisation & retail media solution, enabling to create a new success model between retailers, their shoppers and their suppliers.
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In this role, you will support your client in defining and executing their promotion personalisation strategy end-to-end in the spirit of strong insight-to-value measurement.
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You will work with other team members to drive the initial implementation and integration.
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You’ll educate your customer about new functionalities, best practices, industry developments and increase the value Activate delivers to your client organisation.
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You will develop a deep understanding of customer engagement and the Activate platform to create best practices around the technology.
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Responsibilities:
CSM and Focal point of contact for the following customers: X, Y, Z.
- Perform weekly meetings with the customer (including summary notes and follow-up).
- Manage Customer product change requests.
- Onboarding and ongoing Customer Training and Education.
- Manage Customer UPSELL, proposals, and support Invoicing and collection.
- Lead by customer outcome, make sure customers are progressing towards their desired outcomes by the correct usage of the platform.
- Share and discuss with the customer about portal engagement results.
- Prepare and perform customer QBRs.
- Represent your customers in the release meeting to follow up on R&D developments and requests from R&D.
- Manage customer releases and new development projects.
- Make sure that the pen bugs and issues of the customer are being solved in the agreed SLA.
- Prepare a customer review for the Internal customer, Monthly review.
- Work with the product expert and Value director to Share best practices with the customer.
- Lead the business stream of new customer onboarding once assigned.
- Support customer renewals.
- Communicate with customers about new expected features/releases and conduct the training.
- Be the owner of customer profitability.
Objectives:
- Customer Satisfaction & Recommendation & referrals (CSAT, NPS survey)
- Customer Product Usage & ROI from personalisation (# of active users, # of active days, Program engagement growth)
- Customer Expansion & Renewal – customer revenue
- Customer Success Stories & Referrals
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In this role, you will:
- Be a trusted point of contact for your customers, beginning from the Implementation, product adoption, and renewals.
- Proactively engage customers to ensure that every functionality and offering is being leveraged, maximising the value for the customer and the users.
- Work with customers to develop a plan, including metrics for success, that outlines how Activate will be addressing their immediate and future needs.
- Make sure to provide continuing education for customers to maximise product usage.
- Work with Delivery, Product expert, Tech Support and Data operations to ensure fast and managed implementation, release deployment and value.
- Constantly think of innovative ways Activate can increase renewals and drive long-term customer success. A proactive approach is taken for each account where cross-selling and up-selling are made a priority.
- Distribute product expertise through the delivery of training and planning workshops to clients, working with the value director and Product expert.
- Proactively analyse customer product usage and provide strategic advice to the customer around how they can better engage their internal and external users.
- ?Liaise with customers to track additional requirements and features (Change requests).
- Work with a product expert & support to meet customers’ requirements.
- Work closely with the value team to provide customers added value, analytics and professional out of the system reports, and insights.
- Perform weekly meetings, QBR’s and report both to customer stakeholders but also to internal Nielsen Stakeholders regarding the customer status.
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Additional Information
Our Benefits
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Flexible working environment
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Volunteer time off
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LinkedIn Learning
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Employee-Assistance-Program (EAP)
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