OEM Support Manager - Asia Pacific - Japanese Speaking

Key areas of responsibility

• Support OEM contacts based in the APAC region and provide Japanese and English language support as required.
• Act as Nielsen’s first point of contact for our client and APAC OEMs participating in the programmes.
• Provide telephone and e-mail support to OEMs in line with 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 other 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 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 APAC or other locations worldwide, and delivery of training seminars.

Key Deliverables & Key Performance Indicators

• 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

Collaboration and Relationships

• OEM Support Managers
• Ad Check Manager
• Client base
• Team Leaders
• Technical Grade colleagues
• Wider management team
• Ad Check team

Qualifications

• Essential: Educated to A-Level standard with the equivalent of GCSE standard Maths and English 
• Desirable: Higher qualification/degree

Skills & Knowledge

• Excellent written and spoken Japanese and 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 organisational 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.