At a Glance
- Tasks: Build strong client relationships and drive their success with innovative solutions.
- Company: Join NIQ, a leading consumer intelligence company with a commitment to diversity.
- Benefits: Enjoy flexible working, volunteer time off, and competitive salary.
- Other info: Dynamic environment with opportunities for professional growth and development.
- Why this job: Make a real impact in the booming e-commerce market while growing your career.
- Qualifications: 2+ years in customer success or account management with strong analytical skills.
The predicted salary is between 41900 - 46865 £ per year.
About the role: As a Customer Success Manager (CSM), you will act as a strategic partner to our clients, ensuring they achieve maximum value from our solutions while driving commercial growth and maintaining high client satisfaction. You will be responsible for the client relationship from the onboarding phase through to renewal. This includes providing insights to drive action for our clients. This role requires a solid understanding of FMCG manufacturers and ecommerce (digital shelf). You must thrive in a high-paced environment and be organised and driven.
Your Responsibilities:
- Client Partnership & Thought Leadership: Build and maintain strong, strategic relationships with clients by developing stakeholder maps, identifying white spaces, and extending your contact network. Develop measurable use cases for clients using the "context, actions, outcome" framework, ensuring alignment with their goals. Drive thought leadership initiatives, including global webinars, LinkedIn posts, workshops, and other content-driven strategies to position the company as a trusted partner.
- Commercial Success: Achieve a 20% upsell target for your portfolio by proactively identifying opportunities and engaging clients with innovative solutions. Develop account growth plans, stakeholder maps, and renewal strategies, ensuring updates are provided to leadership bi-annually.
- Operational Excellence: Lead the co-creation of client roadmaps, ensuring timelines are met and revisited throughout the year to accommodate changes. Oversee the accurate and timely documentation of client information and files in internal systems, e.g. Dynamics. Influence improvement opportunities for tools or processes, collaborating with cross-functional teams.
Your Qualifications:
- Experience: Minimum of 2 years in customer success, e-commerce, account management, or a related client-facing role.
- Skills: Strong analytical, strategic planning, and communication skills. Ability to manage complex client portfolios and identify growth opportunities.
- Technology: Proficiency in CRM systems (e.g., Dynamics, Skalin) and data analysis tools.
- Client-Centric Approach: A deep commitment to client success, with a proactive and solution-oriented mindset.
- Attitude: Autonomous, looking for new challenges and accompanying the exploding e-commerce market is a real motivation for you.
The final offer will be determined based on factors including experience, skills, qualifications, and internal equity considerations. Flexible working environment. Volunteer time off.
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 where permitted by law, please contact your local HR representative.
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.
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 NIQ website.
Customer Success Manager (Digital Shelf) employer: NIELSENIQ
NielsenIQ in Oxford is an exceptional employer, offering a dynamic work culture that prioritises flexibility and professional growth. As a Junior Insight Analyst, you'll have the unique opportunity to collaborate with industry giants like P&G and Coca-Cola, while receiving comprehensive training to enhance your analytical skills and client engagement. With a strong focus on data-driven decision making, NielsenIQ fosters an environment where your contributions are valued and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (Digital Shelf)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NIELSENIQ. 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 NIELSENIQ 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 Manager (Digital Shelf)
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 NIELSENIQ:Your cover letter is your chance to shine! Tell us why you want to work at NIELSENIQ 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 NIELSENIQ!
How to prepare for a job interview at NIELSENIQ
✨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.
