Customer Success Consultant Lead

NielsenIQ; Oxford; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Private Medical Insurance

Flexible working environment

Learning & Development

Great team culture

Job summary

NielsenIQ is seeking a Customer Success Consultant Lead to work closely with FMCG clients, understanding their objectives and investments, and identifying sales opportunities. You will maintain and enhance client relationships, drive adoption of NielsenIQ tools, and lead strategic service delivery in Joint Business Plans and ROI-focused reviews.

You will collaborate with analytic teams across the business, develop thought leadership on market trends, and ensure client satisfaction through

Qualifications

• Extensive experience analysing data in an FMCG environment.
• Strong planning and servicing skills.
• Experience working with clients to solve business issues.
• Excellent communication, presentation and interpersonal skills.
• Demonstrated ability to design solutions to client business issues.

Responsibilities

• Serves as the relationship owner within Customer Success to manage client relationships and critical communications.
• Builds a network of effective relationships at all levels to maximise business opportunities.
• Leads Joint Business Plan process and aligns customer objectives, defines delivery elements and ways of working with the customer.
• Leads Quantified Business Opportunity and Client Review focusing on ROI, priorities, NPS and updating the Joint Business Plan.
• Leads and owns the NPS process to maximise client satisfaction through measurement and feedback.
• Leverages NielsenIQ tools to advance customer opportunities through strategic thought leadership and execution.
• Identifies opportunities in day-to-day engagements and handoffs to Account Development.
• Acts as Voice of Customer ensuring client needs are met by appropriate teams.

Skills

Data analysis

FMCG experience

Planning

Client servicing

Communication

Job description

• Compensation: GBP 50,000 - GBP 70,000 - yearly

Job Description

About the Job

The Customer Success Consultant Lead will be working very closely with clients in the FMCG world to have a rigorous understanding of their business,objectives, priorities, and investment decisions they are making or considering. This will enable you to highlight unmet client needs andidentifysales opportunities to pass to our account development associates.

You willbe responsible formaintainingand/or enhancing existing customer relationships, increasing NPS, using deep industry/customer/product knowledge to increase client ROI (across Retail Measurement Service & Consumer Panel Service), & driving adoption ofNielsenIQtools & capabilities.

You willleveragethe breadth ofNielsenIQ'sproduct portfolio by developing strong relationships with analytic associates across our business.Identifyopportunities to collaborate and deliver provocative Thought Leadership on market, industry and category trends which can be shared across our client base.

RESPONSIBILITIES

Serves as the relationship owner within Customer Success to manage client relationship and execute critical communications

Builds a network of effective and meaningful relationships at all levels to maximize business opportunities

Leads Joint Business Plan process and is accountable foridentifyingand aligning customerobjectives,definingand tracking success, defining strategic service delivery elements of Joint Business Plan and customer ways of working, and collaborating with other commercial functions to incorporate analytic and data quality elements into Joint Business Plan

Leads Quantified Business Opportunity and Client Review process, focusing on service delivery and ROI elements, highlighting outcomes, tracking priorities, sharing/receiving feedback/NPS, and refining Joint Business Plan to align with customer priorities and objectives

Leads and owns NPS process,frequentlyand consistently reviewing success metrics and client satisfaction, and reviewing quality, escalation, and coverage to ensure client satisfaction is maximized

Leverages existingNielsenIQtools to advance Customer businessobjectitesthrough strategic thought leadership and flawless execution

Responsible foridentifyingopportunities through day-to-day engagements and handing off opportunities to Account Development to pursue

Acts as Voice of Costumer ensuring client needs are being met by theappropriate teams- whether this is data quality escalation or a reporting need

REQUIREMENTS

Extensive experience of analysing data in an FMCG environment

Strong planning and servicing skills

Experience of working with clients to solve business issues

Excellent communication,presentationand interpersonal skills

Demonstration of how to design solutions to answer client business issues

A consultative style of working

A proventrack recordof delivering success through others

Ability to build strong networks and relationships, internally and with client

What You Get

• Private Medical Insurance
• Flexible working environment
• Learning & Development
• Great team culture

#LI-Hybrid

Additional Information

• Flexible working environment
• Volunteer time off

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/

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

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 thehttps://nielseniq.com/global/en/news-center/diversity-inclusion

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