Customer Success Manager

- Lead a team of Managers, Executives and Analysts successfully
- Guide, coach and develop team members; providing them with timely feedback and recognition on performance, to ensure the team demonstrates high standards of performance and professional competencies
- Drive the Retail team mission through delivery of Thought Leadership in forums and events.
- Proactively partner with senior-level stakeholders in the retailers, making NIQ the preferred partner of choice.
- Be the guardian of main CS KPIs such as: NPS, QBOs, Lead generation, platform adoption, knowledge expansion (Academy and mission billingual) and Engage scores. Monitor regularly and ensure team delivers as per the relevant success metrics
- Manage or guide his/ her team to manage 'clients' expectations' in project scoping, prioritization, time management and adhering to JBP priorities.
- Drive customer satisfaction on analytics by ensuring the team delivers the best-in-class analyses and relevant and impactful insights and Thought Leadership
- Partner closely with AD counterparts to probe and provoke clients to more business questions, providing lead generation. Support ADs by guiding/coaching the CS team to identify, create, and handover real and sizable opportunities to incremental sales.
- Prevent potential roadblocks for the Retail CS team and work with necessary senior-level stakeholders in the organization to remove them.

- Experience of 7+ years in the business
- 5+ years of experience leading teams
- English (Intermediate-Advanced / Advanced desirable).
- Presentation skills and effective communication
- Good project management skills (on time, according to scope and with flexibility when needed)
- Proven team management experience
- Customer management and consulting skills
- Working under pressure and managing deadlines
- Trading and negotiation skills
- Proven skills to work with cross-functional teams and drive results

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://www.nielseniq.com/global/en/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

Customer Success Manager will lead a team of Associate Managers, Executives and Analysts guiding, coaching, and holding them accountable to provide clients with analyses and insights through use of NIQ tools, platforms and services, based on NIQ standards and service model, ensuring clients are delivered insights on industries, markets and consumers so that they make informed business decisions. Responsible to drive NIQ's Retail mission through delivery of Thought Leadership in forum and events, coaching the CS team to build best-in-class materials and analysis, and accountable for the on-target delivery of KPIs for the full set of retailers in the cluster.