FMCG Client Success Lead ROI & Insights

NielsenIQ; Cape Town; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Flexible working environment

Volunteer time off

Job summary

NielsenIQ is seeking a Customer Success Consultant to deepen client relationships with FMCG clients, drive adoption of NielsenIQ tools, and identify opportunities for ROI improvements. You will coordinate with account teams to deliver thought leadership on market trends and ensure high client satisfaction across multiple programs.

In this hybrid role, you will manage Joint Business Plans, track success metrics, and lead NPS initiatives while leveraging a broad analytics portfolio.

Qualifications

• Extensive experience of analyzing data in an FMCG environment.
• Strong planning and servicing skills.
• Experience of working with clients to solve business issues.
• Excellent communication, presentation and interpersonal skills.
• Demonstration of how to design solutions to answer client business issues.

Responsibilities

• Serves as the relationship owner within Customer Success to manage client relationship and execute critical communications.
• Builds a network of effective and meaningful relationships at all levels to maximize business opportunities.
• Leads Joint Business Plan process and is accountable for identifying and aligning customer objectives, defining and tracking success, defining strategic service delivery elements of Joint Business Plan and customer ways of working, and collaborating with other commercial functions to incorporate analytic and data quality elements into Joint Business Plan
• Leads Quantified Business Opportunity and Client Review process, focusing on service delivery and ROI elements, highlighting outcomes, tracking priorities, sharing/receiving feedback/NPS, and refining Joint Business Plan to align with customer priorities and objectives
• Leads and owns NPS process, frequently and consistently reviewing success metrics and client satisfaction, and reviewing quality, escalation, and coverage to ensure client satisfaction is maximized
• Leverages existing NielsenIQ tools to advance Customer business objectives through strategic thought leadership and flawless execution
• Responsible for identifying opportunities through day-to-day engagements and handing off opportunities to Account Development to pursue
• Acts as Voice of Costumer ensuring client needs are being met by the appropriate teams – whether this is data quality escalation or a reporting needs.

Skills

Data analysis

Client relationships

FMCG experience

Presentation skills

Consultative selling

Job description

NielsenIQ is seeking a Customer Success Consultant to deepen client relationships with FMCG clients, drive adoption of NielsenIQ tools, and identify opportunities for ROI improvements. You will coordinate with account teams to deliver thought leadership on market trends and ensure high client satisfaction across multiple programs.

In this hybrid role, you will manage Joint Business Plans, track success metrics, and lead NPS initiatives while leveraging a broad analytics portfolio.