At a Glance
- Tasks: Lead client relationships and drive success in the FMCG sector.
- Company: Join NIQ, a global leader in consumer intelligence.
- Benefits: Enjoy flexible working, private medical insurance, and continuous learning opportunities.
- Other info: Be part of a diverse team committed to innovation and excellence.
- Why this job: Make a real impact by enhancing client satisfaction and driving business growth.
- Qualifications: Experience in FMCG data analysis and strong communication skills required.
The predicted salary is between 42750 - 52250 £ per year.
The Customer Success Consultant Lead will be working very closely with clients in the FMCG world to have a rigorous understanding of their business, objectives, priorities, and investment decisions they are making or considering. This will enable you to highlight unmet client needs and identify sales opportunities to pass to our account development associates. You will be responsible for maintaining and/or enhancing existing customer relationships, increasing NPS, using deep industry/customer/product knowledge to increase client ROI (across Retail Measurement Service & Consumer Panel Service), & driving adoption of NielsenIQ tools & capabilities. You will leverage the breadth of NielsenIQ's product portfolio by developing strong relationships with analytic associates across our business. Identify opportunities to collaborate and deliver provocative Thought Leadership on market, industry and category trends which can be shared across our client base.
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 Customer ensuring client needs are being met by the appropriate teams - whether this is data quality escalation or a reporting need.
REQUIREMENTS
- Extensive experience of analysing 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.
- A consultative style of working.
- A proven track record of delivering success through others.
- Ability to build strong networks and relationships, internally and with clients.
What You Get
- Private Medical Insurance.
- Flexible working environment.
- Learning & Development.
- Great team culture.
Additional Information
- Flexible working environment.
- Volunteer time off.
- LinkedIn Learning.
- Employee-Assistance-Program (EAP).
Customer Success Consultant Lead 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 Consultant Lead 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 Consultant Lead 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.
