Client Service Lead – TV Audience Measurement Job at NielsenIQ

Job Description

• The Head of Client Service is responsible for leading the client-facing operations for South Africa’s official TV audience measurement currency. This role ensures exceptional service delivery, stakeholder engagement, and market trust by managing relationships with broadcasters, agencies, advertisers, and industry bodies such as the BRC. The position oversees client onboarding, support, training, issue resolution, and governance communication, ensuring compliance with BRC and GfK standards and alignment with international best practices.

Key Responsibilities

• Client Relationship Management: Act as the primary point of contact for all currency clients; build strong relationships; represent the organization in industry forums.
• Service Delivery & Support: Oversee client onboarding and training; manage incident resolution; develop SLAs and monitor performance.
• Communication & Governance: Prepare release notes and methodology updates; coordinate with internal teams; support governance processes.
• Insights & Training: Lead training programs; provide data interpretation support.
• Issue Management & Escalation: Implement incident management processes; ensure root cause analysis and corrective actions.
• People Leadership: Build and lead a Client Service team; foster a culture of client-centricity and responsiveness.

Qualifications & Experience

• 8+ years in client service, account management, or media industry roles; 3+ years in leadership. Strong understanding of South African TV ecosystem, BRC governance, and audience measurement principles. Experience managing high-value clients and complex stakeholder environments. Excellent communication and presentation skills; familiarity with data platforms and analytics tools.

Key Competencies

• Client-centric mindset; communication excellence; problem-solving; leadership.
• Success Metrics
• Client satisfaction (CSAT/NPS); SLA adherence for support and incident resolution; training completion and engagement rates; stakeholder trust and governance participation.

KPIs for Client Satisfaction

• CSAT (Customer Satisfaction Score) ≥ 90%
• NPS (Net Promoter Score) ≥ +50
• SLA adherence: ≥ 95% of incidents resolved within agreed timelines
• Training engagement: ≥ 80% of clients complete onboarding training
• Governance participation: 100% attendance in scheduled committees and forums.

What We Offer

• Opportunity to lead client engagement for South Africa’s official TV audience currency; high-impact role with visibility across the media industry.