SR Consultant Customer Success Manager - Digital Purchases

NielsenIQ; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading consumer intelligence company is seeking a Customer Success Manager to manage client portfolios in e-commerce. This role involves ensuring client satisfaction, conducting analyses, and promoting platform features. The ideal candidate should possess strong communication skills and experience in market intelligence.

Benefits

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee Assistance Program (EAP)

Qualifications

• 3 to 6 years of experience in e-commerce or market intelligence.

Responsibilities

• Manage a portfolio of clients to ensure satisfaction and effective platform use.
• Conduct data-driven analyses to assist clients in understanding market performance.
• Promote new features and gather client feedback for product improvement.

Skills

Proactivity

Ownership

Versatility

Pragmatism

Communication

Job description

SR Consultant Customer Success Manager - Digital Purchases

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Job Description

NIQ Digital Purchases (formerly Foxintelligence) is hiring a Customer Success Manager. As a trusted expert and representative of NIQ Digital Purchases, you will manage a portfolio of clients consisting of leading brands and retailers in e-commerce. Your main mission is to effectively manage and invigorate the client portfolio under your care by fully leveraging the potential of our data and the NIQ Digital Purchases SaaS platform.

Key Responsibilities:

1. Customer-Centric Approach:
2. Anticipate client needs and adapt to each client to ensure their satisfaction and effective use of the Digital Purchases platform.
3. Guide new clients throughout their onboarding process up to the renewal phase, while identifying commercial opportunities.

1. Data-Driven Analysis:
2. Conduct and share pertinent analyses directly derived from the platform to assist clients in gaining a detailed understanding of their market and performance.

1. Product Expertise:
2. Attain comprehensive mastery of the Digital Purchases platform.
3. Thoroughly understand client needs and proactively gather their feedback to inform the product roadmap.
4. Promote new features, organize workshops and webinars, and implement automations to enhance the client experience.

Required Skills and Experience:

1. Proactivity & Ownership: Dedication to client satisfaction and ability to demonstrate the relevance of Digital Purchases data in their daily operations.
2. Versatility and Pragmatism: Essential for identifying challenges and adapting to client issues.
3. Excellent written and verbal communication skills in English; knowledge of French is a plus.
4. Collaborate closely with Data Analysts, Product Managers, and Sales teams.
5. Understanding of e-commerce challenges and the commercial and marketing issues faced by brands and retailers, supported by 3 to 6 years of experience in e-commerce or market intelligence.

Recruitment Process:

1. Round 0: Interview with a member of our Talent Acquisition team.
2. Round 1: Experience and fit interview with two of our Customer Success Managers.
3. Case study and presentation with our Customer Success Director & E-commerce Sales Director.
4. Decision Round: Interview with our WEU E-commerce Leader.

Additional Information

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 two industry leaders with unparalleled global reach. With a holistic retail view and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View. NIQ operates in over 100 markets, covering more than 90% of the world’s population. For more information, visit NIQ.com.

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NIQ is committed to diversity, equity, and inclusion. We aim to reflect the diversity of our clients and communities and embed inclusion into all aspects of our workforce, measurement, and products. We are proud to be an Equal Opportunity Employer. Learn more at: https://nielseniq.com/global/en/news-center/diversity-inclusion