Director, Customer Success & Insights – Seeking an Experienced Manager of Managers

Job Description

Director, Customer Success & Insights – Seeking an Experienced Manager of Managers 

Location: Remote

Travel: up to 50%

Reference ID: REF25378E

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 in-depth 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

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

Qualifications

Are you an excellent people leader with the ability to support, mentor and inspire client impact? Can you effectively tell a story that captures the audience, regardless of what level, and brings them along your journey? Are you able to work collaboratively, as part of a remote team, within a dynamic and challenging environment while maintaining high standards? Do you have experience in working with complex client relationships and client issue resolution? Are you able to identify opportunities for growth for NielsenIQ and the client?

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

Our Benefits

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

Additional Information

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

About NielsenIQ

NielsenIQ is a global measurement and data analytics company providing the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world’s population. Focusing on consumer-packaged goods manufacturers and FMCG and retailers, we enable customers to defy what’s possible. How? We combine unparalleled datasets, pioneering technology, and the industry’s top talent to create insights that unlock innovation. Join us and change the landscape.

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