Head of Customer Success for Western Europe - Brand Division

Job Description

Head of Customer Success for Western Europe - Brand Division

all NIQ offices in Western EU

About this job

In this Strategic Leadership Role, you will be responsible for Customer Success for the Brand Strategic Analytics & Insight Practice Area across WE reporting into the SA&I Customer Success regional leader. Key responsibilities encompass delivering with excellence while maintaining delivery standards, driving high operational efficiency and a strong sales mindset (support upselling & cross-selling); enabling timely revenue recognition and profitable execution.

Responsibilities

• Support the Regional Customer Success lead in designing the practice area organization balancing methodological, language and technical needs
• Support the Regional Customer Success lead in managing the P&L of the practice area including W&S and T&E budgets
• Support hub strategy for market and product lines
• Coordinate and drive cross-training programs in order to maximize solution and delivery excellence, expertise, and staffing flexibility
• Set and measure a high level of delivery standards driving client satisfaction
• Contribute to meet regional revenue targets by supporting repeat sales and timely deliverables
• Coordinate and support with regional Sales partners on client and project revenue growth, retention, and profitability
• Represent Customer Success at key client meetings, Top-To-Top meetings, and key engagements as relevant
• Work with global commercial strategy team and across regions within the global SA&I customer success team to develop and implement best delivery practices
• Target reductions in cycle time across ad hoc methods
• Drive high level employee engagement and retention
• Foster a culture of continuous improvement and accountability to drive organizational efficiency
• Key stakeholder in providing input into product and toolkit roadmap, representing regional needs for the practice area
• Support/enable industry and thought leadership efforts

Core KPIs

• Team Engagement and Retention

- Increase engagement among customer success associates in the region as measured through Engage results as well as retention of associates

• Regional Revenue for the Practice Area:

Drive repeat sales, renewals & Ensure all delivery schedules are optimized to meet quarterly revenue targets

• NPS:

Ensure sufficient response rate from clients, Increase/maintain baseline performance, Support and/or lead key client follow ups and action plans

• EBITDA - Support region lead to

: Monitor project and solution profitability, and leverage time tracking learning to help improve delivery contribution, Manage W&S Delivery budget through a lens of optimization for the region via org design, hubbing, etc. and to Manage T&E budget through the lens of prioritizing client engagement as well as team performance and engagement

Your profile:

• Extensive experience in in consulting, analytics, or consumer research roles focused on Brand & Media Solutions is required
• Proven experience in leading high performing remote teams, managing people, and developing talent
• Strong analytical skills, sales and business acumen, strong sense of urgency and accountability to drive client outcomes
• Skilled & polished communicator - including client presentations - able to synthesize data & simplify findings to solve client business issues
• Able to work collaboratively with internal & external teams
• Capable to maintain positive client relationships in complex situations & resolve client issues
• Strong logic, deductive reasoning, problem-solving, and critical thinking skills
• Strong project management skills and ability to manage multiple priorities
• Good knowledge of NielsenIQ products, services and data preferred
• Experience in driving organizational transformation is a plus
• Bachelor's Degree required, Master’s preferred, or equivalent experience

What we can offer

• Be at the forefront of transformation: this is a rare opportunity to shape the future of brand measurement within a newly unified, world leading insights division; the pace of the transformation is swift, making it both a challenging and rewarding role for those who like to be hands on and driving change at speed
• Drive real impact and lead the reinvention of how we deliver brand insights by integrating technology, innovation, and client-centric service, all spaces where NIQ is investing heavily for growth . Opportunity to leverage all this for thought leadership and marketing as well
• Build and lead with purpose: This is a senior leadership role managing a team of over 80 people across many European markets . It plays a key part in unifying and evolving our brand teams across Western Europe, working closely with sales and senior leadership to deliver measurable client outcomes and elevate our presence in the market

Additional Information

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://www.nielseniq.com/global/en/ai\-safety\-policies.

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 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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Our commitment to Diversity, Equity, and Inclusion

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