3 дня назад
Customer Support Leader - SEA MT & Indonesia
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Support Leader - SEA MT & Indonesia (Customer Support): Leading customer support strategy, teams, and service delivery across Singapore, Malaysia, Thailand, and Indonesia with an accent on client relationships, service KPIs, AI-enabled operations, and retail measurement. Focus on managing complex escalations, scaling cross-market delivery models, developing people managers, and driving data-informed improvements across a matrixed organization.
Location: Kuala Lumpur, Malaysia; scope covers Singapore, Malaysia, Thailand, and Indonesia
Company
NIQ/GfK is a global consumer measurement and data analytics company providing market intelligence, retail measurement, and actionable insights across more than 90 countries.
What you will do
- Lead customer support teams across Singapore, Malaysia, Thailand, and Indonesia, ensuring fast, accurate, and solution-oriented service.
- Own customer support strategy, service KPIs, NPS performance, and client engagement models across the four markets.
- Embed AI-enabled tools and ways of working into customer support delivery.
- Coach and develop country leads and customer support associates, including succession planning and leadership development.
- Manage senior client relationships and complex escalations while partnering with Consulting, Analytics & Insights, Sales, Operations, Data Science, and the Pune Customer Service Centre.
- Analyze regional performance, drive corrective actions, identify commercial opportunities, and contribute to product roadmap priorities.
Requirements
- Bachelor’s degree in Business Administration, Management, or a related field; advanced degrees or certifications are preferred.
- 15+ years of experience in market research, client services, or account management, including 5+ years leading multi-market or multi-team organizations in a senior managerial role.
- Experience with retail environments in Singapore, Malaysia, Thailand, and/or Indonesia is strongly preferred.
- In-depth knowledge of NIQ products, platforms, and Retail Measurement processes, with experience scaling service delivery models across countries or channels.
- Demonstrated experience managing complex client relationships and escalations, building cross-functional alignment, and developing other people managers.
- Strong verbal and written English communication skills required.
Culture & Benefits
- Full-time employment with a flexible working environment.
- Volunteer time off.
- LinkedIn Learning access.
- Employee Assistance Program.
- Inclusive workplace with human oversight in AI-supported recruitment decisions.
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