Executive, Retail Customer Success

Customer Support Analyst will be responsible for maintaining/ enhancing customer relationships, ensuring customer deliverables and queries are addressed efficiently through NIQ platforms. The job will focus on customer support through quality of deliverables, use of CSO/ MSD for task triaging and resolving customer requests to drive satisfactory customer experience Key Responsibilities • Execute, monitor, and improve delivery management and service tasks for the assigned workstream, including snapshot delivery and query resolution. • Build working expertise in NIQ processes and methodologies and contribute to improving deliverable quality and efficiency. • Resolve client queries and provide data or information in line with contractual terms, agreed success criteria, tracking requirements, and ways of working. • Triage Client requests across markets and client category groups, including data, resolution, and snapshot requests; track actions and improvement needs. • Coordinate with other NIQ teams and market Customer Service teams to investigate issues and agree resolutions, following defined job aids and process designs • Support the servicing elements of the Joint Business Plan and coordinate with client on ways of working. • Meet applicable performance KPIs and process requirements, with a focus on on-time delivery, data accuracy, quality, and work discipline. • Work effectively with colleagues and stakeholders in a hybrid, multi-cultural environmentQualifications Qualifications and Experience • Graduate or master s degree with atleast 0-3 years of work experience. • Strong written and verbal English communication skills. • Strong Microsoft Excel skills preferred, including pivot tables, VLOOKUP, conditional functions, conditional formatting, chart building, and formatting; working knowledge of PowerPoint is required. • Analytical ability and interest in data and operational processes. • Project management aptitude, including task sequencing, critical-path thinking, and problem solving. • Good organization, reliability in meeting deadlines, and ability to work as part of a team. • Research industry knowledge is an advantage. • Working knowledge of AI tools and the ability to apply them to query resolution, automation, and productivity improvements. Core Skills and Behaviours • Communicates clearly with customers and translates technical details for different customer contexts. • Works accurately and consistently, with initiative and attention to detail. • Builds productive relationships across teams and cultures; uses sound judgment and influencing skills to troubleshoot issues. • Adapts to changing priorities and transformation, works calmly under pressure, and asks for support when needed.