Position Purpose
This role is to translate client needs into technical specifications to enable the client to process its data efficiently/effectively. Client Liaisons are the Key Person of contact for Client Service and Operations teams with the responsibility of managing work priorities. Persons in this role represent Operations’ interests and knowledge in relation to Clients and Client Services.
Key Responsibilities and Duties
Act as front and face for the Nielsen operations team, both internally towards our Client Services team as directly at client site for priority clients:
- Capture client requirements around database setup and adaptations, interpreting the client need and working with different stakeholders to provide the best solution
- Manages communication with client and client services team around the impact of changes to client deliverables
- Communicate operational improvement initiatives in a clear and understandable manner both to internal stakeholders as to your selected clients
- Have accountability for the on time and on quality execution of client requests, either requested by the client directly or via the Client Services team:
- Does initial analysis of client requests and raises tickets brought by clients or Client Services through the appropriate channel
- Follows up on outstanding client tickets and ensures on time and on quality execution, as well as prompt escalation/communication if potential issues arise
- Executes a final validation on client deliverables to ensure client requirements have been executed as expected prior to delivery.
- Supports the quality team in root cause analysis and communicates action plans to client
- Reports quality metrics on behalf of clients, including databases delivered with errors.
- Develop and manage relationships across senior members across senior members of Nielsen and the Major Manufacturing clients:
- Category expertise; Learn and understand the Clients products and categories, propose and align their data standards.
- Engage with the quality lead to apply process improvement learnings within your way of working and ensure clients quality issues are addressed
- Support the implementation of action plans where Client or Client Service involvement is required.
- Communicate delivery requirements to Output Lead
