Director - Customer Success

NielsenIQ; Gurugram District; On-site; INR 4,200,000 - 7,000,000; Full time

Benefits offered by this job

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Job summary

NielsenIQ is seeking a senior Customer Success leader to drive value realization for FMCG/retail clients. You will lead a cross-functional team spanning Commercial, QA, Operations, Engineering, and Data Science to align on customer objectives and craft joint plans with Sales.

The role emphasizes strategic insights, stakeholder influence, and developing future leaders. The ideal candidate has an MBA with 10–15 years of experience, strong presentation and analytical skills, and a proven ability to

Qualifications

• MBA preferred with 10–15 years in FMCG/Service/Retail.
• Strong customer focus and proactive mindset.
• Excellent influencing, persuasion and project management skills.

Responsibilities

• Manage day-to-day operations of the customer success team and drive value creation.
• Define service model, governance and team management.
• Improve Customer NPS and Employee Engagement scores.
• Collaborate with Sales to grow the pipeline and tailor joint business plans.
• Engage stakeholders and deliver insights to enable business decisions.

Skills

Customer Focus

Influencing & Persuasion

Project Management

Communication

Presentation Skills

Analytical Thinking

Education

MBA

Tools

Excel

PowerPoint

CRM Tools

Job description

At NielsenIQ we autonomously contribute to analysis that resolves specific Customer concerns. This role is for Customer Success team that serves as a bridge between the Commercial team, Quality Assurance, Operations, Engineering, & Data Science teams with regards to Customer requirements on business and insights. It also seeks to provide a strategic analysis that enables business decision making of our Tech & Durables customers. This role will enable customers to realize value potential of NIQ products and services. It will help our customers to get strategic insights and participate in customer business reviews. This role ensures alignment within teams at NIQ to develop a deep understanding of customer's business objectives and work with Sales account managers to create a joint business plan. Helps in setting priorities for NIQ to contribute to customer success function. This role entails planning along with the team for delivery of services to manufacturers & retailers using core NIQ products and services in retail measurement, E-commerce, and Analytics. It also helps Sales team to identify whitespace opportunity, facilitate building up of the proposal thereby enhance awareness of revenue outlook based on NIQ-Customer engagement. The role will also involve developing the next set of leaders and will have people management responsibilities.

JOB RESPONSIBILITIES

• Responsible for the day-to-day management of the customer success team, building customer engagement, focused on value creation for the customers.
• Key activities include defining service model for the business, governance and management of team.
• The performance metrics for success of this role will be improvement in Customer NPS Score and Employee Engagement Scores.
• Lead Customer Engagement
• Manage and grow the Customer Success teams towards
• Develops foundational relationship with key customers and stakeholders
• Gather understanding and expertise on customer business priorities and how that ties up to consumption of NIQ products & services
• Helps in identifying customer needs and creates a shared plan with Sales team to deliver outcomes in collaboration with NIQ internal teams
• Lead Customer engagement with thoughtful insights to help customers take useful business decisions through NIQ products and services
• Advisor and thought leader to facilitate customer solution-related queries through persuasive, informed and consistent approach
• Become a liaison and facilitator for resolving active data queries by engaging the right global/local teams
• Opportunity & Pursuit Management
• Plan a portfolio of work such as adoption of new NIQ products and services, support programs and projects, and value realization in alignment with customer business objectives
• Capture, communicate and brings forward recommendation from customer insights team and collaborate with internal teams to help identify growth opportunity through account planning and supporting delivery execution
• Work closely with Sales Account managers to maintain a stronger pipeline of opportunities through a pre-qualified opportunity tracking: Sales Account Managers

• MBA (desirable) with 10-15 years' experience in FMCG / Service / Retail industry
• Strong Customer Focus and Proactiveness
• Very Good Influencing, Persuading and Project Management Skills
• Ability to connect and link insights to customers business
• Strong presentation skills, Logical thinking, Strong command on excel
• Effective writing skills

PREFERRED SKILLSETS

• Excellent oral and written communication
• Ability to articulate thoughts and solutions and express to the customer leadership
• Problem-solving approach and attitude
• Active listening and seeking out root cause of a business problem
• Responsive and proficient in Change Management
• Analytical and logical mindset
• Internal advocate for customer needs

Our Benefits

• 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/

About NIQ

NIQ is the world's leading consumer intelligence company, delivering the most complete