Director, Customer Success

Job Description

In this strategic leadership role, you will be a key member of the leadership team, responsible for the end-to-end delivery of the Analytics & Activation - Strategic Analytics & Insight (SA&I) Practice Area across APAC, reporting to the SA&I Customer Success A&A Regional Leader. You will play a critical role in ensuring delivery excellence, maintaining high operational standards, and driving efficiency and profitability. This includes upholding delivery standards, optimizing operational performance, and fostering a sales-driven mindset to support upselling and cross-selling opportunities. Additionally, you will be responsible for ensuring timely revenue recognition and executing projects with a focus on profitable growth.

Responsibilities:

• Leading client engagement and delivery for the Route to Market solution that work directly with CPG manufacturer teams, advising on effective Route to Market strategies and tactics to drive improved business performance. This position is responsible for providing route to market analytic leadership and building strong relationships across NielsenIQ clients. This includes leveraging business experience, along with demonstrating expert-level knowledge of NielsenIQ RMS to make strategic recommendations that drive ROI.
• Conduct distribution analyses and identify go to market strategy evaluations to develop insights that drive Annual Strategic Planning, Quarterly Account Planning, and Joint Business Planning with clients
• Client ownership of assigned accounts, strengthening relationships through a deep understanding of client's issues and providing value-add expertise in route to market
• 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
• 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 APAC 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

Qualifications

• Proven track record in analytics consulting or market research leadership, with a strong background in delivering data-driven insights.
• Expertise in Analytics & Activation Solutions is preferred, with experience applying these insights to business strategies.
• Demonstrated leadership in managing and developing high-performing teams.
• Bachelor's degree required (Master's preferred) or equivalent professional experience.
• Strong understanding of sales processes in CPG companies, including modern and traditional trade markets.
• Familiarity with NielsenIQ products, services, and data is a plus.
• Exceptional analytical skills with the ability to interpret complex data and drive strategic decisions.
• Proven sales acumen, with the ability to support business growth and revenue optimization.

Key Skills & Competencies:

• Results-driven mindset with a strong sense of urgency and accountability to achieve client outcomes.
• Proven leadership experience, including managing teams, mentoring talent, and fostering a high-performance culture.
• Strong collaboration skills, able to work effectively with internal and external stakeholders.
• Exceptional client relationship management, capable of navigating complex situations and delivering value-driven solutions.
• Critical thinking & problem-solving expertise, with strong deductive reasoning and strategic decision-making.
• Excellent communication and presentation skills, with the ability to convey insights in a clear and compelling manner.
• Ability to simplify complex data into actionable insights that address business challenges.
• Strong project management skills, with the ability to prioritize multiple initiatives effectively.
• Experience leveraging large data sets to uncover trends, generate insights, and make strategic recommendations.
• Experience driving organizational transformation is an advantage.

Additional Information

Our Benefits

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

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