Customer Success Leader - Brand & Media, Western Europe

Job Description

CUSTOMER SUCCESS LEADER - Brand & Media, 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

Your profile:

• Extensive experience in in consulting, analytics, or consumer research roles focused on Brand & Media Solutions is required
• Proven experience in leading high performing remote teams, managing people, and developing talent
• Strong analytical skills, sales and business acumen, strong sense of urgency and accountability to drive client outcomes
• Skilled & polished communicator - including client presentations - able to synthesize data & simplify findings to solve client business issues
• 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
• Strong project management skills and ability to manage multiple priorities
• Good knowledge of NielsenIQ products, services and data preferred
• Experience in driving organizational transformation is a plus
• Bachelor's Degree required, Master’s preferred, or equivalent experience

What we can offer

• Be at the forefront of transformation: this is a rare opportunity to shape the future of brand measurement within a newly unified, world leading insights division; the pace of the transformation is swift, making it both a challenging and rewarding role for those who like to be hands on and driving change at speed.
• Drive real impact and lead the reinvention of how we deliver brand insights by integrating technology, innovation, and client-centric service, all spaces where NIQ is investing heavily for growth. Opportunity to leverage all this for thought leadership<