Retail Customer Success Executive (UAE National Only)

About the role

NIQ for Digital Commerce is hiring a Customer Support Analyst (titled Executive Retail Customer Success) in Sharjah, open only to UAE nationals. The role maintains and strengthens customer relationships, ensures customer deliverables are met and queries are answered efficiently through NIQ platforms, using CSO and MSD to triage and resolve requests.

Key responsibilities

• Execute, monitor and improve delivery management and service tasks for the assigned workstream, including snapshot delivery and query resolution.
• Build expertise in NIQ processes and methods and improve deliverable quality and efficiency.
• Resolve client queries and provide data in line with contractual terms, success criteria and tracking requirements.
• Triage client requests across markets and client categories (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.
• Support the servicing elements of the Joint Business Plan and coordinate with clients on ways of working.
• Meet performance KPIs focused on on-time delivery, data accuracy, quality and work discipline.

Required profile

• Graduate or master's degree with at least 0-3 years of work experience.
• Strong written and spoken English.
• Analytical ability, project management aptitude and good organisation; research industry knowledge is an advantage.
• Client advocate who owns entry-level query resolution and routes incomplete tickets to the right department.

Required skills

• Working knowledge of PowerPoint is required.
• Strong Microsoft Excel skills preferred (pivot tables, VLOOKUP, conditional functions, charts).
• Working knowledge of AI tools applied to query resolution, automation and productivity.

What we offer

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