Senior Manager, Customer Success Retail Lead, Philippines

At NielsenIQ, we put our retailers right at the center of everything. Our mission is to make sure every retailer gets a great experience that's the same no matter where they are, by making our team work better together, keeping our customers engaged, and making sure we're really good at understanding data. We aim to make working with us easy, enjoyable, and effective, using the latest technology to help our clients, retailers, and our own team succeed.

The Role

As a Retailer Customer Success Leader, you're in charge of creating and leading the plan that makes sure our retailers are getting the most out of our services. Your job is to lead a team that's top-notch, making sure we provide excellent data, reports, and insights. This helps make our clients happier, could lead to more sales, and even get back retailers who might have left us. You'll also be leading changes in how we work with retailers to make things better for them and for us, creating a great work environment for our team.

YOUR RESPONSIBILITES

Client Engagement:

• Guide the process of planning with our clients, making sure we know what they need and setting clear plans and goals
• Lead regular check-ins with clients, focusing on how well our services are working for them and how we can keep improving
• Keep an eye on how happy our clients are, spotting problems before they happen, and working with the team to fix them quickly
• Be responsible for our clients satisfaction scores, making sure we're meeting their expectations and quickly dealing with any concerns

Client Servicing and Creating Value:

• Gather feedback from clients on how they find our service and pass this to our leaders to help improve what we offer
• Manage how we work with clients, advising our teams on how best to help, based on what we know from data and client feedback
• Take charge of solving any problems for clients, working with everyone involved to get it right

Finding New Opportunities:

• Work with the Sales team on renewing contracts, making sure our service plans are part of the deal from the start
• Look for new chances to help our clients in your everyday work and pass these opportunities to the Sales team
• Responsible for delivering any productivity targets when required, based on country/ company needs

Leading the Team:

• Set high goals for performance and make sure everyone knows what they need to do to meet them
• Support and encourage your team, giving them feedback to help them do better
• Be a mentor to your team members, helping them grow and planning for the future of the team
• Build a strong team culture that's all about doing well for our clients
  
  

• Min. Bachelor Degree any major; min GPA 3.25
• 7-12 years of experience in related field (client servicing in research agency, marketing consultant)
• A broad understanding of client sales and marketing issues
• Knowledge of research techniques and methodologies would be an advantage
• Basic level knowledge of statistical applications and systems as well as Microsoft Office applications is a must
• Min. 3 year in managerial level is a must
• Proven strong leadership skills
• Excellent analytical skills and understanding of statistical modeling
• Excellent communication skills and presentation skills
• An ability to work independently and in a team
• Good interpersonal skills is a must
• Fluent in English both written and verbal is a must

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