Overview
Brand & Media – Customer Success Leader Western Europe
all NIQ offices in Western EU
About this job
In this Strategic Leadership Role, you will be responsible for Customer Success for the Brand & Media Strategic Analytics & Insight Practice Area across WE reporting into the SA&I Customer Success regional leader. Key responsibilities encompass delivering with excellence while maintaining delivery standards, driving high operational efficiency and a strong sales mindset (support upselling & cross-selling); enabling timely revenue recognition and profitable execution.
Responsibilities
– Support the Regional Customer Success lead in designing the practice area organization balancing methodological, language and technical needs
– Support the Regional Customer Success lead in managing the P&L of the practice area including W&S and T&E budgets
– Support hub strategy for market and product lines
– Coordinate and drive cross-training programs in order to maximize solution and delivery excellence, expertise, and staffing flexibility
– Set and measure a high level of delivery standards driving client satisfaction
– Contribute to meet regional revenue targets by supporting repeat sales and timely deliverables
– Coordinate and support with regional Sales partners on client and project revenue growth, retention, and profitability
– Represent Customer Success at key client meetings, Top-To-Top meetings, and key engagements as relevant
– Work with global commercial strategy team and across regions within the global SA&I customer success team to develop and implement best delivery practices
– Target reductions in cycle time across ad hoc methods
– Drive high level employee engagement and retention
– Foster a culture of continuous improvement and accountability to drive organizational efficiency
– Key stakeholder in providing input into product and toolkit roadmap, representing regional needs for the practice area
– Support/enable industry and thought leadership efforts
Core KPIs
– Team Engagement and Retention – Increase engagement among customer success associates in the region as measured through Engage results as well as retention of associates
– Regional Revenue for the Practice Area: Drive repeat sales, renewals & Ensure all delivery schedules are optimized to meet quarterly revenue targets
– NPS: Ensure sufficient response rate from clients, Increase/maintain baseline performance, Support and/or lead key client follow ups and action plans
– EBITDA – Support region lead to: Monitor project and solution profitability, and leverage time tracking learning to help improve delivery contribution, Manage W&S Delivery budget through a lens of optimization for the region via org design, hubbing, etc. and to Manage T&E budget through the lens of prioritizing client engagement as well as team performance and engagement
Qualification
– Proven track record in Analytics Consultancy/ Market Research leadership roles
– Expertise in (application of) Brand & Media Solutions preferred
– Proven leader of high performing teams
– Bachelor’s Degree required, Master’s preferred, or equivalent experience
– Knowledge in sales processes in CPG companies, customers, modern and traditional market
– Good knowledge of NielsenIQ products, services and data preferred
– Strong analytical skills
– Proven sales acumen
– Strong sense of urgency and accountability to drive client outcomes
– Proven experience in leading a team, managing people, and developing talent
– Able to work collaboratively with internal & external teams
– Capable to maintain positive client relationships in complex situations & resolve client issues
– Strong logic, deductive reasoning, problem-solving, and critical thinking skills
– Skilled & polished communicator, including client presentations
– Able to synthesize data & simplify findings to solve client business issues
– Strong project management skills and ability to manage multiple priorities
– Experience using large data sets to finding insights and make recommendations
– High say-do ratio
– Experience in driving organizational transformation is a plus