Job Description

Job Purpose 

Lead client relationships, build engagement and add value to establish NielsenIQ as a valued strategic partner while managing and cultivating a high performing team

Job Responsibilities

• Drive customer lifetime value and ROI by defining the customer journey, creating scalable operational processes and services to optimize the customer experience and promoting a customer-centric mindset across the organization.

• Design and rollout of new ways of working and service model aligned to our product strategy to ensure a stellar customer experience in every client group (including tools, enablement, training, and more) 

• Apply strategic consultative skills and deep analytical skills to help the customers achieve their goals, revolutionize their processes, and identify and pursue growth opportunities.

• Partner with Account Executives for lead generation and growth strategy design, and work with them through renewal and upsell conversations.

• Own and drive the Customer NPS program within our clients, representing their voice and acting on the received feedback on a timely manner

• Work cross-functionally with other internal teams such as product, marketing, operations, and finance to ensure we meet customers’ business objectives and expectations with NielsenIQ products/solutions.

 Preferred Qualifications

• Bachelor's degree required

• MBA preferred

• Strong analytical aptitude

• 10+ years work experience in a a customer success/account management leadership role 

• Preferred industry: Retail

• Mastery in leading positive client relationships in complex situations, resolving client issues & growing client engagement

• Proven track record in retail strategy, market research, project management, sales/business development and/or consulting

• Deep understanding of the modern retail world

• Experience in managing, motivating, developing & inspiring large teams

• A customer-focused mentality and passion for customers’ success 

• Demonstrated ability to effectively and quickly build relationships, establish credibility, respect, confidence, and influence others skillfully

• Experience driving large, complex transformation initiatives

• Excellent executive-level communication, presentation and interpersonal skills

• Can thrive in a demanding, fast-paced environment. Able of handle ambiguity and change

Scope

• Number of employees directly managed: 8

• Number of employees indirectly managed: 150+

Additional Information

All your information will be kept confidential according to EEO guidelines.

About NielsenIQ 

NielsenIQ 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 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 NielsenIQ 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.

NielsenIQ is committed to hiring and retaining a diverse workforce. 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.