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- Tasks: Lead a dynamic team to provide top-notch product support and enhance customer satisfaction.
- Company: Join Nielsen, a global leader in media insights and analytics.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact in the media industry while developing your technical expertise.
- Qualifications: Strong communication skills and experience in data or SaaS environments preferred.
- Other info: Be part of a collaborative culture that champions your success.
The predicted salary is between 50000 - 65000 £ per year.
At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.
Nielsen, a leading international provider of industry‑leading advertising, media, and trading solutions, is seeking an experienced, self‑motivated individual to join our Customer Support team. The Customer Support Team provides first‑level, post‑sales support for Nielsen's clients, across a variety of client verticals including leading Advertisers, Media Agencies and Media Owners. This role focuses on executing high‑quality product support while growing technical expertise in Ad Intel and client engagement.
Role Overview
Nielsen is seeking a Product Support Manager who is a service expert focused on building internal and external relationships while delivering exceptional results. This role works collaboratively across the customer support organisation, alongside product, sales, and operations to drive service performance in tandem with world‑class customer satisfaction.
Key Responsibilities
- Customer Advocacy & Escalation: Serve as the primary escalation point for internal and external customers, coordinating across all internal teams to ensure prompt issue resolution.
- Strategic Leadership: Manage team initiatives to move business results forward and deliver value to customers by sharing knowledge on how Nielsen products support their business goals.
- Process Improvement: Develop, implement, and continuously improve process documentation and workflows for the support team to enhance efficiency.
- Data‑Driven Insights: Analyse support data to identify trends and patterns, providing insights to drive product improvements.
- Troubleshooting & Collaboration: Work closely with Customer Support teams to troubleshoot complex client queries and provide advanced technical assistance and enhance the user experience.
- Service Oversight: Provide consistent oversight on service ticket progress to ensure customer timelines and expectations are managed.
- Technical Partnership: Collaborate with appropriate departments to maintain a technology plan that supports customer needs and participate in new technology adoption.
Qualifications
- Technical Expertise: In‑depth technical knowledge of supported products, including features, functionalities, and troubleshooting procedures.
- Communication: Excellent interpersonal and communication skills to interact with customers and address concerns effectively.
- Analytical Thinking: Proven ability to identify root causes of customer issues and propose improvements to enhance product performance.
Preferred Experience
- Demonstrated experience in lead roles within a Data, SaaS or Media environment.
- Expertise in managing Salesforce/Zendesk workflows for large‑scale support teams.
Product Support Manager (EMEA) in London employer: The Nielsen Company
Contact Detail:
The Nielsen Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Manager (EMEA) in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Nielsen. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching Nielsen's products and services. Show us you know your stuff and how you can contribute to our mission of powering a better media future.
✨Tip Number 3
Practice your problem-solving skills. As a Product Support Manager, you'll need to troubleshoot complex issues, so be ready to demonstrate your analytical thinking during interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team.
We think you need these skills to ace Product Support Manager (EMEA) in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Product Support Manager role. Highlight any relevant experience in customer support, technical expertise, and process improvement to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about the role and how your background makes you a perfect fit for Nielsen. Be genuine and let your personality come through.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex issues in the past. We love seeing candidates who can think analytically and propose effective solutions, so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at The Nielsen Company
✨Know Your Stuff
Make sure you have a solid understanding of Nielsen's products and services. Familiarise yourself with their features, functionalities, and how they support client goals. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Communication Skills
As a Product Support Manager, you'll need to communicate effectively with both internal teams and clients. Prepare examples of how you've successfully resolved customer issues or collaborated with colleagues in the past. This will demonstrate your interpersonal skills and ability to advocate for customers.
✨Be Data-Driven
Since the role involves analysing support data, come prepared with examples of how you've used data to identify trends or improve processes in previous roles. This will highlight your analytical thinking and problem-solving abilities, which are crucial for this position.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your troubleshooting skills and ability to manage escalations. Think of specific situations where you had to resolve complex issues or improve workflows, and be ready to discuss the outcomes. This will showcase your strategic leadership and process improvement capabilities.