Customer Success Manager – Digital Shelf, ANZ
NielsenIQ
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Benefits offered by this job
Job summary
NIQ is seeking a Customer Success Manager, Digital Shelf ANZ to partner with leading FMCG brands across Australia and New Zealand. You will turn Digital Shelf data into action, improving online execution and linking performance to commercial outcomes.
You will onboard clients, build roadmaps, and collaborate with Product, Data, Sales and regional teams to drive adoption and value while exploring AI-enabled shopping innovations.
Qualifications
- Experience in customer success or account management in a digital/retail context.
- Experience managing FMCG or retail brand clients.
- Strong analytical skills turning data into commercial insights.
- Confident presenting to senior clients across stakeholder groups.
- Interest in e-commerce, technology and AI.
Responsibilities
- Build strong relationships across e-commerce, sales, category, marketing and digital teams.
- Understand client priorities and develop clear success plans.
- Help clients optimize performance across availability, search, content, retail media, pricing and promotions, and ratings and reviews.
- Connect Digital Shelf execution with sales performance to identify lost sales and growth opportunities.
- Turn complex data into clear, actionable recommendations.
- Lead regular client reviews focused on performance, opportunities and next actions.
- Lead onboarding and ongoing enablement to drive strong platform adoption.
- Build client roadmaps aligned to key commercial priorities.
- Act as the voice of the client internally, working with Product, Data, Sales and regional teams.
- Maintain clear account and stakeholder plans to support long-term client value.
- Help clients understand how AI and emerging technologies are changing online shopping.
- Partner with product/tech on AI and conversational commerce capabilities.
- Help clients understand share of conversation and discoverability within AI-driven shopping experiences.
- Own retention and renewal planning across your portfolio.
- Identify expansion opportunities across additional capabilities, retailers, markets and use cases.
- Partner with commercial teams to support growth across the ANZ Digital Shelf business.
Skills
Job description
As online continues to grow across Australia and New Zealand, strong digital shelf execution is increasingly critical for FMCG brands.
NIQ Digital Shelf helps brands understand and improve how their products perform across key online retailers, including availability, search performance, content, retail media, pricing and promotions, and ratings and reviews.
As our Customer Success Manager, Digital Shelf ANZ, you will partner with leading FMCG manufacturers to turn Digital Shelf data into action, improve online execution and connect performance with commercial outcomes.
You will help brands understand how Digital Shelf execution impacts sales and where action can create the greatest value.
You will also work closely with NIQ's product and technology teams as the shopper journey evolves through Agentic AI, shopper assistants and conversational commerce.
- Build strong relationships across e-commerce, sales, category, marketing and digital teams.
- Understand client priorities and develop clear success plans and measurable use cases.
- Help clients optimize performance across availability, search, content, retail media, pricing and promotions, and ratings and reviews.
- Connect Digital Shelf execution with sales performance to identify lost sales and growth opportunities.
- Turn complex data into clear, actionable recommendations.
- Lead regular client reviews focused on performance, opportunities and next actions.
- Lead onboarding and ongoing enablement to drive strong platform adoption.
- Build client roadmaps aligned to key commercial priorities.
- Act as the voice of the client internally, working with Product, Data, Sales and regional teams.
- Maintain clear account and stakeholder plans to support long-term client value.
- Help clients understand how AI and emerging technologies are changing online shopping.
- Partner with NIQ's product and technology teams on new capabilities across Agentic AI and conversational commerce.
- Help clients understand share of conversation, product recommendations and discoverability within AI-driven shopping experiences.
- Own retention and renewal planning across your portfolio.
- Identify expansion opportunities across additional capabilities, retailers, markets and use cases.
- Partner with commercial teams to support growth across the ANZ Digital Shelf business.
- Client value and adoption: Strong usage, measurable use cases and evidence that insights are driving action.
- Commercial growth and retention: Strong client relationships, proactive renewal planning and expansion across capabilities, retailers, markets and use cases.
- Strategic account development: Clear account plans, client roadmaps and stakeholder engagement.
As online continues to grow across Australia and New Zealand, strong digital shelf execution is increasingly critical for FMCG brands.
NIQ Digital Shelf helps brands understand and improve how their products perform across key online retailers, including availability, search performance, content, retail media, pricing and promotions, and ratings and reviews.
As our Customer Success Manager, Digital Shelf ANZ, you will partner with leading FMCG manufacturers to turn Digital Shelf data into action, improve online execution and connect performance with commercial outcomes.
You will help brands understand how Digital Shelf execution impacts sales and where action can create the greatest value.
You will also work closely with NIQ's product and technology teams as the shopper journey evolves through Agentic AI, shopper assistants and conversational commerce.
- Experience in customer success, account management, e-commerce, category management, digital analytics, agency client services or a similar client-facing role.
- Experience managing or servicing major FMCG, retail or consumer brand clients, either directly or within a leading digital, media, e-commerce or shopper agency.
- Experience working with FMCG manufacturers, retailers, e-commerce platforms or retail data is highly desirable.
- Strong analytical skills and the ability to turn data into actionable commercial insights.
- Confidence presenting to senior clients and working across different stakeholder groups.
- Strong commercial awareness and curiosity about e-commerce, technology and AI.
- Proactive, organised and comfortable managing a portfolio of clients.
This role sits at the intersection of FMCG, e-commerce, data and technology.
You will work with leading brands across Australia and New Zealand to improve today's digital shelf execution while also helping them prepare for how AI and new shopping experiences will change product discovery and purchase decisions.
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/
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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At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion
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