Customer Success Manager (E- Commerce) - London

NielsenIQ; City Of London; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading consumer intelligence company is seeking a Customer Success Manager to serve as a strategic partner to clients in the United Kingdom. The role requires strong analytical and communication skills as well as a commitment to client success. Responsibilities include managing client relationships, achieving upsell targets, and ensuring operational excellence. The ideal candidate will have at least 3 years of experience in customer success or account management, proficient in CRM systems. A flexible working environment and various benefits are offered.

Benefits

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Qualifications

• Minimum of 3 years in customer success, e-commerce, or account management.
• Ability to manage complex client portfolios effectively.
• Strong analytical and strategic planning capabilities.

Responsibilities

• Build and maintain strong, strategic relationships with clients.
• Achieve a 20% upsell target for the client portfolio.
• Lead co-creation of client roadmaps and oversee documentation.

Skills

Analytical skills

Strategic planning

Communication skills

Client portfolio management

Proactivity

Tools

CRM systems (Dynamics, Skalin)

Data analysis tools

Job description

About the role:

As a Customer Success Manager (CSM), you will act as a strategic partner to our clients, ensuring they achieve maximum value from our solutions while driving commercial growth and maintaining high client satisfaction. You will be responsible for the client relationship from the onboarding phase through to renewal. This includes providing insights to drive action for our clients. This role requires a solid understanding of FMCG manufacturers and ecommerce (digital shelf). You must thrive in a high-paced environment and be organised and driven.

Your Responsibilities:

1. Client Partnership & Thought Leadership

• Build and maintain strong, strategic relationships with clients by developing stakeholder maps, identifying white spaces, and extending your contact network.

• Develop measurable use cases for clients using the "context, actions, outcome" framework, ensuring alignment with their goals.

• Drive thought leadership initiatives, including global webinars, LinkedIn posts, workshops, and other content-driven strategies to position the company as a trusted partner.

2. Commercial Success

• Achieve a 20% upsell target for your portfolio by proactively identifying opportunities and engaging clients with innovative solutions.

• Develop account growth plans, stakeholder maps, and renewal strategies, ensuring updates are provided to leadership bi-annually.

3. Operational Excellence

• Lead the co-creation of client roadmaps, ensuring timelines are met and revisited throughout the year to accommodate changes.

• Oversee the accurate and timely documentation of client information and files in internal systems, e.g. Dynamics.

4. Innovation & Continuous Improvement

• Influence improvement opportunities for tools or processes, collaborating with cross-functional teams.

Your Qualifications:

• Experience: Minimum of 3 years in customer success, e - commerce, account management, or a related client-facing role.

• Skills: Strong analytical, strategic planning, and communication skills. Ability to manage complex client portfolios and identify growth opportunities.

• Technology: Proficiency in CRM systems (e.g., Dynamics, Skalin) and data analysis tools.

• Client-Centric Approach: A deep commitment to client success, with a proactive and solution-oriented mindset.

• Attitude: Autonomous, looking for new challenges and accompanying the exploding e-commerce market is a real motivation for you

#LI-Hybrid

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

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