At a Glance
- Tasks: Lead a team to enhance customer experience and drive growth through innovative strategies.
- Company: Join NIQ, a global leader in consumer intelligence with a commitment to diversity.
- Benefits: Enjoy flexible working, volunteer time off, and access to LinkedIn Learning.
- Other info: Dynamic role with opportunities for professional growth and collaboration across teams.
- Why this job: Make a real impact by transforming customer success and embracing AI in your work.
- Qualifications: 10+ years in FMCG analytics, strong leadership, and client relationship skills required.
The predicted salary is between 60750 - 74250 £ per year.
Our Customer Success vision is to deliver a great customer experience through consulting, insights and service excellence, enabled by our people and technology. In this role, you will ensure we deliver on our commitments for your Business Unit by delighting and retaining clients, transforming ways of working with an AI mindset, and driving growth by accelerating the role your Customer Success team plays in generating leads and revenue.
As Business Unit Director for an Industry Group, you will be responsible for ensuring clients receive the best possible experience and care from your business unit, supported by a strong commercial lens. You will focus on developing high-performing teams, engaging clients at a senior level, and bringing industry expertise that helps clients see the bigger picture. You will bring a commercial, growth-oriented mindset, the ability to drive transformational change, and a collaborative approach. The role requires strong commercial and people leadership, as well as the ability to navigate and influence senior stakeholders internally and externally.
Key Responsibilities:
- Set the industry group agenda, bringing to life NIQ’s global and local strategy with your team and clients.
- Build industry expertise for your business unit for the benefit of our clients and our business.
- Oversee the servicing relationships with all clients in your industry unit.
- Engage clients at a senior level through thought leadership, strategic projects and escalation support for strategic accounts.
- Lead a team of consultants and Industry Insights experts, driving progress, transformation and continuous improvement across the team.
- Collaborate closely with our sales teams to ensure we protect & grow our client relationships and win new ones.
- Ability to drive transformational change as we embrace AI into our day-to-day work.
- Lead strategic initiatives within the NIQ business to drive progress and change including working with the sales team to sell in and embed the NIQ service model with our customers.
- Contribute to driving up NIQ’s share of voice in the industry, particularly on matters relating to your Industry group.
- Partner across the NIQ business with Sales, Operations, HR, International Teams and beyond to deliver growth for the NIQ business.
Qualifications:
- 10+ years’ experience working in an analytical capacity within FMCG, either in an agency or client-side role.
- Experience with impulse and snacking categories would be advantageous.
- Experienced people leader with a proven ability to manage, coach and develop high-performing teams.
- A strong aptitude and desire to build trusted relationships at senior management level with clients and internal stakeholders.
- Strong knowledge of the UK FMCG market and client organisations.
- Experience and expertise in data analysis & storytelling.
- Strong influencing skills at senior levels and the ability to drive change across a business unit.
- A proven track record of client account management & high client satisfaction.
- You will have a high say-do ratio and a keen focus on delivering results.
Additional Information:
- 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. 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.
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™.
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.
Customer Success Business Unit Director in Oxford employer: Nabla
Nabla is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for aspiring analysts. With a focus on employee growth, the Junior Insight Analyst role offers not only flexible working arrangements but also ample opportunities for professional development in the vibrant city of Oxford. Join us to make a meaningful impact while advancing your career in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Business Unit Director in Oxford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nabla. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nabla before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Business Unit Director in Oxford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nabla:Your cover letter is your chance to shine! Tell us why you want to work at Nabla specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nabla!
How to prepare for a job interview at Nabla
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
