Senior Manager - Customer Success

Job Description

About the role 

NIQ CMI’s Customer Success Team is focused on delivering world class insights and reports to the clients and striving for very high level of Customer Satisfaction and advocacy. 

Customer Success is NIQ's key department which is instrumental for the company’s success. 

So where do you fit here? 

A successful candidate for this role will be someone who can establish strong relationships with both our clients and our colleagues. You will quickly become a trusted partner, working with many of our clients’ teams, including marketing, sales, category, and many more. 

You will be expected to understand our clients’ needs and then create and present solutions that help achieve their strategic and tactical goals.   

If telling stories through data excites you but you’re uncertain whether you have the data knowledge: get in touch. We have an excellent training program, ensuring you understand all our products and how we create analyses.   

You will be leading a team of research analysts and be responsible for their development and coaching. 

In your role, you would: 

• Lead a team of analysts to deliver consistent and high-quality actionable insight    

• Build and maintain strong relationships with senior client stakeholders   

• Coach, develop and inspire team to develop careers and drive innovative approaches to client briefs   

• Manage internal stakeholders and projects to ensure the client’s requirements are translated into delivering the very best NIQ-GFK CMI can offer.    

• Proactively share and exchange best practice and industry knowledge across NIQ-GFK  internal teams   

• Be responsible for delivering analytics & insights services and conducting tactical client training for Guided Analytics & NIQ GFK CMI products and solutions such as Brand Health, segmentation, Usage & Attitudes, Customer Experience, Shopper and Qualitative research. 

• Entrusted to deliver flawless research and analytics to our clients.  

• Be responsible for identifying opportunities through day-to-day engagements with our clients, handing off opportunities to Account Development to pursue  

• Have a strong working knowledge of the client business priorities and the role we can play in supporting these goals 

• Be a confident and capable crafter of compelling insights, deliver clear and actionable recommendations to our clients helping them grow their business. 

You are a high-performing individual thriving in ensuring high client centricity & customer satisfaction. You know how to take care of client requirements & develop long-lasting client relationships.  Awareness of the market landscape, our CMI products, and our processes is at the forefront of your mind. You know that collaboration amongst teams and active listening of clients is critical to meet goals and grow. 

Qualifications

We are looking for people with: 

• Graduate or Postgraduate with minimum 5 - 7 years of experience in market research industry/ consumer insights or relevant experience  

• Experience in client sales and account management (for public sector clients) 

• Experience working with FMCG/CPG clients or accounts is preferred.

• Proven experience in quantitative market research and a strong background in the relevant industry 

• Customer-centric mindset 

• Awareness of data analytics industry, business model, products, services and solutions like Brand Health, Segmentation, Usage & Attitude, Customer Experience & Shopper solutions etc. 

• Excellent time management and prioritization skills with a proven track record of delivering projects on time    

• Good at building relationships, internally and with clients  

• Strong verbal and written communication skills  

• Experience of working in an analytical environment  

• Coaching or managerial experience    

• A positive and creative approach to problem solving    

• Excellent presentation skills    

• Capable of leveraging tools such as Microsoft Excel and PowerPoint

Additional Information

Our Benefits

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

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion