Manager, Customer Success (Analytics & Insights)

Nabla; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Job summary

NIQ GFK seeks an Analytics & Insights Manager in Kuala Lumpur to lead client analytics and insights for FMCG accounts. You will guide a 3-4 person team, deliver clear analyses, and collaborate with operations and account teams to drive business decisions.

You’ll engage with clients on data standards, methodologies, and thought leadership, with a focus on timely, accurate insights and cross-functional collaboration across teams.

Qualifications

• University degree in Business, Economics or related field; Marketing specialization is a plus.
• 3-4 years of experience in market intelligence or research analysis, preferably FMCG.
• Excellent written and verbal communication; English proficiency is a must.
• Strong MS Excel and PowerPoint skills, including pivot tables and charts.
• Aptitude for numbers, meticulous and client-focused.
• Experience in automation of processes using technology.

Responsibilities

• Be the day-to-day contact of RMS clients and advise on resources, data standards, and analyses.
• Deliver clear analyses, charts, and reports; manage multiple clients for timeliness and quality.
• Review service delivery KPIs with teams and identify improvement opportunities.
• Lead a team of 3-4 executives to provide actionable client recommendations.
• Maintain communications with account teams and senior management; document inquiries and resolutions.
• Support senior management in developing Thought Leadership case studies.
• Participate in a comprehensive training program.

Skills

Analytical mindset

Client engagement

Time management

People leadership

Problem solving

Education

Bachelor's degree in Business or Economics

Marketing specialization (plus)

Tools

MS Excel

PowerPoint

Job description

Job Description

As an Analytics & Insights Manager, you will be an information resource expert within the FMCG industry, providing dedicated support to assigned clients. You will collaborate closely with operations and account teams to help client users leverage the suite of products/services and make informed business decisions. Assignments can range from brand performance analyses to thought leadership sharing with top-level executives.

Responsibilities

• Be the day-to-day contact of Retail Measurement Services clients. You will advise clients on RMS resources and tools, data standards and analyses, audit and calculation methodologies, and other information services.
• Deliver analyses, charts, and reports that are clear, concise, and meaningful to clients. Engage effectively with multiple clients at a time to ensure that deliverables meet or exceed expectations of timeliness and quality.
• Conduct regular reviews with Client Service and Operations teams to monitor service delivery KPIs involving response times, quality levels, and workflow efficiency. Key contributor role in identifying process improvement opportunities.
• Manage a team of 3-4 executives, guiding them with their analysis to ensure it provides clear actionable recommendations to clients.
• Maintain timely communications with account teams and senior management to keep stakeholders up-to-date on client requirements and call out any issues or risks. Document records of client inquiries and resolutions into activity logs and Knowledge Base file shares.
• Support senior management in developing Thought Leadership case studies.
• Successful candidates can look forward to a comprehensive training program.

Qualifications

A little about you

Curiosity drives your interest in what moves the market. You find potential in percentages. Managing time and deadlines comes naturally to you. You’re known for your impeccable organization. Connecting with clients matters to you, and that motivates you to sift through data from a new angle. You can identify the narratives behind numbers, and you’re always looking for what’s next.

• University degree in Business, Economics or related field; Marketing specialization is a plus
• 3-4 years of experience in market intelligence, and research analysis. Experience within the FMCG industry would serve as an advantage.
• Excellent written and verbal communication; English proficiency is a must
• Highly competent in MS Excel and PowerPoint (pivot tables, functions, charts)
• Aptitude for numbers and meticulous
• Resourceful problem-solving and collaborative team player
• Experience in solution and process automation by leveraging technology
• Customer-oriented with good people skills; you will interact with a diverse group of clients
• Able to prioritize a varied workload, to manage concurrent deadlines while maintaining accuracy

Benefits

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

NIQ GFK is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.