Customer Success Leader

**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

**Qualification**
- Proven track record in Analytics Consultancy/ Market Research leadership roles
- 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

**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** and** marketing** as well.
- Build and lead with purpose: This is a senior leadership role **managing a team of over 80 people across many European markets**. It plays a key part in unifying and evolving our brand teams across Western Europe, working closely with sales and senior leadership to deliver me