Support Manager

hace 2 días

Mexico City The Nielsen Company A tiempo completo
Why do we have this role? Nielsen works with a client on its marketing programmes, providing a pre-review service to check OEM marketing materials for compliance with the requirements of the marketing programmes prior to publishing, and auditing OEMs’ published marketing materials. Nielsen has four OEM Support Managers covering Europe, Americas and Asia Pacific who provide support and guidance to OEMs in meeting the requirements of the marketing programmes. The OEM Support Manager - Americas is dedicated to supporting OEMs in the US region.This is a full-time role which forms an integral part of the Ad Check leadership team.

Responsibilities

Support OEM contacts based in the US and provide English language support as required. Act as Nielsen’s first point of contact for our client and USA OEMs participating in the programmes. Provide telephone and e-mail support to OEMs in line with OEM support SLAs. Answer queries and give accurate advice to OEMs on implementation of programme requirements. Deliver OEM training via telephone and video software, producing training materials where necessary. Pro-actively provide information and guidance to OEMs where appropriate. Develop good working relationships with OEMs; build trust and overcome objections and obstacles to successful implementation of programme guidelines. Work closely with regional OEM Support Managers to ensure consistency of approach and to share programme expertise and understanding of the review process. Assist in training and induction as required. Provide feedback to Nielsen colleagues on OEM activity and issues affecting OEMs, and actively seek solutions to problems. Maintain a detailed knowledge and thorough understanding of the milestone requirements of the marketing programmes. Work closely with the client to maintain expert, current knowledge and ensure that OEMs are always provided with the most accurate and up-to-date guidance. Take an active and high profile role in communicating with the client, working as part of a team alongside the Ad Check Manager and the regional OEM Support Managers. Provide expert assistance and advice to the client in the management and ongoing development of the marketing programmes. Act as the primary point of contact between Nielsen and the client on OEM issues. Proactively update the client on OEM activity and propose solutions to problems. Assist in the operation and administration of the Ad Check pre-review and audit websites and applications. Support and provide cover for OEM Support Manager colleagues as required. Support and provide occasional cover for the Ad Check Manager as required. Support the business in achieving its goals by implementing Company policy and being accountable as a member of the wider Management Team. Occasional travel to OEM training sessions in the USA or other locations worldwide, and delivery of training seminars. Accurate and timely responses to OEM queries Strong relationships with OEM contacts Support and consultancy to client. Support and collaboration with regional OEM Support Managers Influencing OEM behaviour and client policy Managing change OEM Support Managers Ad Check Manager Client base Team Leaders Technical Grade colleagues Wider management team Ad Check team

Qualifications

Educated to A-Level standard with the equivalent of GCSE standard Math and English Higher qualification/degree Fluency in English, and Portuguese or Spanish Excellent written and spoken English. A good listener and highly effective communicator who can understand OEM problems and provide clear and detailed explanations of marketing requirements. Approachable, confident and authoritative communication style. Flexible and agile approach to work with the ability to respond positively to change. Analytical skills; ability to interpret marketing guidelines and keep track of changes. Accuracy and attention to detail whilst processing complex data. Good organizational skills and the ability to work under pressure. The ability to remain calm and diplomatic in difficult situations. A great team worker, keen to share information and support colleagues. Good keyboard skills and knowledge of Google, Adobe Acrobat and Microsoft Office. Client-facing support/customer service  Experience of working on complex marketing programmes Application of complex rulings and ensuring quality standards are met The OEM Support Manager will be available during normal business hours in their region – US West Coast Line management experience #LI-YL1

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