Customer Support Director - SEA MT & Indonesia

NIQ/GFK is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods, Tech & Durable manufacturers and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge.  We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com. 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 wor...