Senior Manager, Industry Insights, Customer Success (Chinese language speaker)
NielsenIQ
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Benefits offered by this job
Job summary
NIQ is seeking a Senior Manager, Industry Insights, Customer Success (Chinese language speaker) to lead a team of Customer Success professionals in Kuala Lumpur. You will manage strategic client relationships, translate business priorities into actionable insights, and drive retention, revenue growth, and client satisfaction while ensuring operational excellence.
You will guide coaching, performance reviews, succession planning, and cross-functional collaboration with Sales, Analytics,
Qualifications
- Bachelor’s degree in business, marketing, economics, statistics, data analytics, or related field.
- Master’s degree preferred.
- 8-12+ years of experience in Customer Success, Client Services, Insights, FMCG, Retail Measurement, Analytics, or Consulting.
- 3-5+ years of people leadership experience. Familiar in Change management.
- Proven success managing strategic enterprise accounts.
- With Commercial Acumen, experienced with revenue growth and retention responsibilities.
- Strong stakeholder management across senior leadership levels.
- Customer Success Expertise. Good in Relationship management and executive communication, client retention strategies, customer lifecycle management.
- Good Analytical Skills, able to interpret data, performs Insight generation and Business storytelling.
Responsibilities
- Lead portfolio revenue retention and growth targets.
- Partner with Sales and Commercial teams to identify and close growth opportunities.
- Monitor client health scores and proactively mitigate business risks.
- Lead client recovery or win-back initiatives where required.
- Support forecasting, pipeline management, and account planning activities.
- Lead, coach, and develop a team of Customer Success Managers and Analysts.
- Establish performance expectations and accountability measures.
- Conduct regular coaching sessions and performance reviews.
- Foster a culture of collaboration, innovation, and continuous improvement.
- Develop succession plans and talent pipelines within the team.
Skills
Education
Job description
- Full-time
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.
The Customer Success Manager (M6) is responsible for leading a team of Customer Success professionals while managing strategic client relationships to drive retention, revenue growth, client satisfaction, and operational excellence. This role serves as a trusted advisor to key clients, ensuring NIQ solutions deliver measurable business impact and that teams consistently exceed client expectations.
The position combines leadership, commercial accountability, client engagement, talent development, and execution excellence to achieve market and organizational objectives.
- Build and maintain executive-level relationships with key client stakeholders.
- Act as a trusted advisor by understanding client business priorities and translating them into actionable insights and solutions.
- Lead strategic business reviews and executive engagement plans.
- Drive customer retention and identify opportunities for account expansion and cross‑selling.
- Ensure consistent delivery of NIQ value stories and thought leadership.
- Own portfolio revenue retention and growth targets.
- Partner with Sales and Commercial teams to identify and close growth opportunities.
- Monitor client health scores and proactively mitigate business risks.
- Lead client recovery or win‑back initiatives where required.
- Support forecasting, pipeline management, and account planning activities.
- Lead, coach, and develop a team of Customer Success Managers and Analysts.
- Establish performance expectations and accountability measures.
- Conduct regular coaching sessions and performance reviews.
- Foster a culture of collaboration, innovation, and continuous improvement.
- Develop succession plans and talent pipelines within the team.
- Ensure consistent execution of NIQ Customer Success frameworks and best practices.
- Drive adoption of standardized client engagement models.
- Monitor service quality metrics and client satisfaction measures.
- Lead escalation management and resolution of complex client issues.
- Promote operational efficiency and process improvements.
- Develop annual account strategies aligned with client business objectives.
- Lead portfolio reviews and executive reporting.
- Identify emerging market trends and recommend proactive actions.
- Partner with cross-functional teams to improve client outcomes.
- Collaborate with Commercial, Analytics, Operations, Insights, and Product teams.
- Influence senior stakeholders internally and externally.
- Represent the Customer Success organization in leadership discussions and strategic initiatives.
- Directly manage customer success team members.
- Recruitment and onboarding of new talent.
- Career development planning and mentoring.
- Workforce planning and resource allocation.
- Diversity, equity, and inclusion leadership.
- Bachelor's Degree in Business, Marketing, Economics, Statistics, Data Analytics, or related field.
- Master's Degree preferred.
- 8-12+ years of experience in Customer Success, Client Services, Insights, FMCG, Retail Measurement, Analytics, or Consulting.
- 3-5+ years of people leadership experience. Familiar in Change management.
- Proven success managing strategic enterprise accounts.
- With Commercial Acumen, experienced with revenue growth and retention responsibilities.
- Strong stakeholder management across senior leadership levels.
- Customer Success Expertise. Good in Relationship management and executive communication, Client retention strategies, Customer lifecycle management
- Good Analytical Skills, able to interpret data, performs Insight generationand Business storytelling.
- 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/
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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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
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