Customer Success Retail Vertical Manager

at  NIELSENIQ

Company Description
Customer Success Retail Vertical Manager, leading a team of Analysts and/or Executives, guiding, coaching them 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 CS mission through delivery of Thought Leadership, coaching the CS team on specific industry, and/or accountable for the on-target delivery of KPIs for his/ her set of clients.

Job Description

• Lead a team of Analysts and/or Executives successully; guiding, coaching and developing team members; providing them with timely feedback and recognition on performance, to ensure the team demonstrates high standards of performance and professional competencies
• Be the guardian of main Retail CS KPIs such as: NPS, QR codes, QBOs, platform adoption (Discover and Newron), knowledge expansion (Academy and mission billingual) and Engage
• Drive the Retail CS business and mission for the team through delivery of Thought Leadership
• Monitor regularly and ensure team delivers as per the relevant KPIs/ Success metrics
• Partner closely with their counterpart to manage relationships with Hubs (accountables for a healthy working relationship between in-market and hub teams)
• Ensure all team members complete the Academy in time and with success, developing probing skills to identify and uncover the most important business questions for their clients & hold the team accountable for delivery of insights as per Academy learnings
• Manage or guide his/ her team to manage ‘clients’ expectations’ in project scoping, prioritization, time management and adhering to JBP priorities.
• Lead generation: Support Ads by guiding/ coaching the CS team to identify, create, and convert opportunities to incremental sales Proactively partner with necessary senior level stakeholders to prevent potential roadblocks for the Retail CS team and to remove them when they arise
• Drive customer satisfaction on analytics by ensuring the team delivers the best in class analyses and relevant and impactful insights and Thought Leadership
• Probe and provoke clients to more business questions to analyse consumer behaviorGenerate CPS, CMI and Analytics Leads (upsell contracts, ad-hoc, CAS)

QUALIFICATIONS

• Experience of 7+ years in the business
• 5+ years of experience leading teams
• English (Intermediate-Advanced / Advanced desirable).
• 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 stress
• Presentation skills and effective communication
• Trading and negotiation skills
• Proven skills to work with cross-functional teams and drive results
  Additional Information

Please refer the Job description for details