Customer Success Leader Retailer

7 days ago

Oxford, United Kingdom NielsenIQ Full time

Company Description

NielsenIQ Retailer Customer Success places our retailers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement, and driving analytics excellence. We give our clients an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NielsenIQ vision to be a leading global information services company with strong, market-leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers, and employees.

The role of the UK Retailer Customer Success Leader is to build and lead the customer success strategy across all retailers in the UK. This is achieved by leading a high performing team and ensuring NIQ deliver best in class data, reporting and insights leading to improved client satisfaction, increased revenue opportunities from both retention and win back of retail clients. Internally the role is to lead the transformation in the way we work with retailers to standardize and improve the experience for both clients and our people. Building strong ways of working that enable our people to develop in roles that they enjoy doing

**Job Description**:

- Lead a team of 20+ associates (Lead recruitment and conduct performance reviews for direct reports and lead on ensuring team members develop)
- Recognize, reward and feedback to associates to ensure engagement and create a strong team environment
- Work with peers in other markets to drive customer success strategy and share best practice
- Build and drive goals for UK Retailer Customer Success team to drive transformation, improve efficiency and delight clients
- Ensure the services provided to clients are timely and precise according to client business needs and specifications while meeting the company's quality standards to drive client satisfaction
- Consult with clients regarding their goals and objectives as well as leading Customer Success through RFP Process and act as be escalation point for issues
- Supervise all stages of project management and monitor performance
- Be a thought leader by understanding industry trends, retailer news, competition, and opportunities of NielsenIQ
- Present at clients and during company events
- Ensure workload and priorities are effectively managed to meet client needs and enable an excellent work/life balance for team
- Support sales team with development of products/solutions and utilizing team to identify potential opportunities with clients

**Qualifications**:

- Extensive experience (at least 8 years) in an FMCG analytics environment, carrying out data analytics and presenting actionable insights to senior stakeholders
- Proven successes by leading, developing and managing a team (at least 5 years)
- Very good knowledge of the market situation and business environment of the customer. Knowledge of retailer channel will be a plus.
- Comprehensive communication/presentation skills and client management skills. High consulting competence. Able to build a strong network and relationships with external and internal stakeholders
- Excellent project management skills and service orientation.

Additional Information

**About NielsenIQ**

NielsenIQ is a global measurement and data analytics company providing the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world’s population. Focusing on consumer-packaged goods manufacturers and FMCG and retailers, we enable customers to defy what’s possible. How? We combine unparalleled datasets, pioneering technology, and the industry’s top talent to create insights that unlock innovation. Join us and change the landscape.

Want to keep up with our latest updates? Follow us on: LinkedIn | Instagram | Twitter | Facebook

**Our commitment to Diversity, Equity, and Inclusion**

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

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