Director, Customer Success & Insights

Director, Customer Success & Insights

Reference ID: REFID495273

Location: Remote, but must be physically US-Based

About This Job

As a Customer Success & Insights leader, you are responsible for all client activity and the overall success of NielsenIQ at the customer. This includes driving timely outcomes and client value through the data, database, and analytics which drive the overall customer experience and elevate NIQs performance.

This role has deep knowledge of the customer’s business and industry that enable you to identify new opportunities for NIQ to drive value. Works successfully across a matrixed organization structure, fully leveraging the service model.  

At NielsenIQ, we work with U.S. manufacturers and retailers to help them understand their consumers and optimize their business. When you join the NielsenIQ team, you’re signing up for an experience that requires flexibility, curiosity, and passion.

Responsibilities

• Embody strong leadership by inspiring and motivating while leading a team of people managers and delegating tasks
• Developing strategic direction and service strategy to advance client’s priorities and drive improved, measurable satisfaction with NIQ
• Onboarding, training, and developing team members to elevate delivery against the above accountabilities
• Collaborating with the internal BI team to drive tech/ tool adoption and improve client experience
• Building deep expertise and empathy with your client
• Working collaboratively with commercial lead and other cross-functional partners
• Identifying opportunities for increased partnership and elevating those opportunities to organizational partners
• Drive strategic thought leadership within and across clients leveraging NIQ tools and assets
• Building meaningful relationships across multiple client divisions and develop a trusted advisor partnership with the key customer stakeholders
• Prove the value of NIQ solutions in support of growth, adoption, and value creation
• Project managing internal cross-functional client issue resolution and the associated response
• Client facing owner for technical issue resolution and internal escalation through appropriate channels when necessary
• Facilitating clear day-to-day and strategic communications with the client roster

Qualifications

You are an excellent people leader with the ability to support, mentor and inspire client impact. You can effectively tell a story that captures the audience, no matter what level, and brings them along your journey. You can work collaboratively, as part of a remote team, within a dynamic and challenging environment while maintaining high standards. You have experience in working with complex client relationships and client issue resolution. You can identify opportunities for growth for NielsenIQ and the client.

• 8 years' experience in a relevant industry (CPG and/or consulting) – Alcohol Beverage experience a plus
• Mission-driven and passionate about serving a purpose
• Relevant experience with research techniques & solutions in the related industries of Consumer-Packaged Goods, Consulting, Information, Sales, Analytics or similar
• Bachelor’s Degree required
• Effective in senior level communications, influencing & negotiation
• Familiarity with NielsenIQ tools, applications, and platforms a plus
• Experience leading large teams and managing people managers
• Proficiency in Syndicated POS Data and Panel Data required
• Proficient in Microsoft Office software and Salesforce
• Excellent awareness of market conditions and client business environment

Our Benefits

• Flexible working environment
• Parental leave
• Life assurance
• Health insurance

Additional Information

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

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

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

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.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/

NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.