Expert

Customer Support Director - SEA MT & Indonesia

Kuala Lumpur, Malaysia · On-site

Company Description

NIQ/GFK is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods, Tech & Durable manufacturers and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

Job Description

NIQ's Customer Support team partners with clients to create and sustain a strong foundation and trust in NIQ data that will secure and enable growth for our business - at the client and for the client. The Customer Support team owns the service commitments for compliance and quality of our customers related to NIQ products and services.

Given this critical need, we are looking for an experienced and strategic Customer Support Director to own the Modern Trade channel across Singapore, Malaysia, and Thailand, and to lead the Indonesia country cluster. This is a senior, multi-market leadership role responsible for a larger and more complex scope: driving service excellence while also owning end-to-end customer support KPIs for the 4 markets. The leader will manage a team of country leads and customer support associates, ensuring consistent, high-quality service and building strong client confidence in NIQ data across a diverse set of markets, languages, and retail environments.

Key responsibilities:

Lead teams across the Singapore, Malaysia, Thailand and Indonesia markets with a laser focus on delivering an unmatched service experience, ensuring every touchpoint is characterized by speed, accuracy, and solution-oriented approaches.
Own the customer support strategy and service KPIs for Singapore, Malaysia, Thailand, and Indonesia markets, ensuring alignment with regional and global NIQ priorities.
Champion an AI-first mindset across the team, driving adoption of NIQ's AI-first strategy by embedding AI-enabled tools and ways of working into everyday customer support delivery.
Lead, coach, and develop a multi-layered team, building bench strength and succession plans for the next generation of leaders.
Build and nurture strong client relationships across the countries, actively manage escalations, and deliver effective issue resolution across the NIQ network, personally engaging on complex, high-stakes issues to protect and grow client trust.
Partner closely with regional and in-market Consulting, Analytics & Insights, Sales, Operations, Data Science, and the Pune Customer Service Centre to ensure work is connected to client business issues and delivered against agreed timelines.
Design, implement, and continuously improve a structured client engagement model across markets to achieve and sustain high Net Promoter Scores (NPS) and other service benchmarks.
Monitor and analyze performance metrics across the region, identifying trends, risks, and opportunities, and driving corrective and preventive action plans.
Represent the voice of the SEA MT and Indonesia clients internally, flagging emerging issues and quality trends, and shaping product roadmap and development priorities.
Drive commercial contribution by identifying lead generation and upsell opportunities in partnership with Sales across the region.
Champion a solution-oriented, client-first culture, embedding best practices and standardized ways of working across multiple markets and teams.
Stay current on NIQ product releases (Discover, Omni, etc.), retail measurement methodology, and market dynamics to guide teams and advise clients with credibility.
Act as a key regional stakeholder in cross-functional and leadership forums, contributing to broader Customer Support strategy beyond the immediate cluster.

Your Growth:

This role offers broad exposure to a complex, multi-market matrix organization and direct engagement with senior regional and global leaders. You will sharpen your strategic and commercial thinking by owning a P&L-adjacent mandate alongside full country accountability for 4 markets. You will build advanced stakeholder-management and influencing skills across markets, cultures, and functions, while developing the next generation of customer support leaders through mentorship, structured development programs, and on-the-job coaching. This is a strong platform for leaders aspiring toward regional or global customer experience leadership roles.

Qualifications

Bachelor's degree in Business Administration, Management, or a related field (advanced degrees or certifications preferred).
15+ years of experience in market research, client services, or account management, including 5+ years in a senior managerial role leading multi-market or multi-team organizations, preferably at NielsenIQ.
Prior experience with retail environments in Singapore, Malaysia, Thailand, and/or with the Indonesia market, strongly preferred.
In-depth knowledge of NielsenIQ products, platforms, and Retail Measurement processes.
Demonstrated experience designing and scaling service delivery models across multiple countries or channels.
Strong senior client-facing experience, with a track record of managing complex, high-value relationships and escalations.
Proven track record building cross-functional alignment across Sales, Operations, Customer Success, and Data Science in a matrixed organization.
Exceptional analytical and problem-solving skills, with a data-driven, structured approach to decision-making.
Proven people leadership expertise, including experience developing and managing other people managers.
Excellent organizational, prioritization, and strategic-thinking skills, with strong attention to detail.
Strong verbal and written communication skills in English

Additional Information

Our Benefits

Flexible working environment
Volunteer time off
LinkedIn Learning
Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion