Customer Support Director – SEA MT & Indonesia

Short Summary

Customer Support Director – SEA MT & Indonesia with NielsenIQ. 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…

Key Details

• Position / opportunity: Customer Support Director – SEA MT & Indonesia
• Organization: NielsenIQ
• Country / coverage: Malaysia
• Location: Kuala Lumpur, 14, Malaysia
• Work arrangement: On-site
• Opportunity type: Jobs
• Sector: Information Technology
• Compensation: Not specified
• Duration: Not specified
• Start date: 2026-08-20
• Application deadline: Not specified

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. 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…

Responsibilities

• 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.

Requirements / Eligibility

• 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.

How To Apply

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