Operations Client Partner (French language is preferred)

Role & responsibilities

Purpose of the job:

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.

Accountabilities:

• 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 eg. 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.

Preferred candidate profile

• Minimum work experience in client facing roles to be able to understand client requirements and execute relevant actions towards clients: - 2-3 Operations Client Partner
• French language is mandatory for this role.
• 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
• Problem solving skills
• Time management skills
• Strong communication, both verbal and written, easiness in presenting complex operational topics in a simple way
• Good Excel knowledge is a must