At a Glance
- Tasks: Lead customer success for brand analytics across Western Europe and drive operational excellence.
- Company: Join NIQ, a global leader in consumer intelligence and insights.
- Benefits: Flexible working, volunteer time off, and opportunities for professional growth.
- Other info: Manage a diverse team and collaborate with senior leaders to elevate client outcomes.
- Why this job: Shape the future of brand measurement and make a real impact in a dynamic environment.
- Qualifications: Extensive experience in consulting or analytics, strong leadership, and communication skills required.
The predicted salary is between 80000 - 100000 £ per year.
Full-time all NIQ offices in Western EU
In this Strategic Leadership Role, you will be responsible for Customer Success for the Brand Strategic Analytics & Insight Practice Area across WE reporting into the SA&I Customer Success regional leader. Key responsibilities encompass delivering with excellence while maintaining delivery standards, driving high operational efficiency and a strong sales mindset (support upselling & cross-selling); enabling timely revenue recognition and profitable execution.
Responsibilities
- 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
- Support hub strategy for market and product lines
- 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 regional 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
Core KPIs
- Team Engagement and Retention - Increase engagement among customer success associates in the region as measured through Engage results as well as retention of associates
- Regional Revenue for the Practice Area: Drive repeat sales, renewals & Ensure all delivery schedules are optimized to meet quarterly revenue targets
- NPS: Ensure sufficient response rate from clients, Increase/maintain baseline performance, Support and/or lead key client follow ups and action plans
- EBITDA-Support region lead to: Monitor project and solution profitability, and leverage time tracking learning to help improve delivery contribution, Manage W&S Delivery budget through a lens of optimization for the region via org design, hubbing, etc. and to Manage T&E budget through the lens of prioritizing client engagement as well as team performance and engagement
Your profile
- Extensive experience in consulting, analytics, or consumer research roles focused on Brand & Media Solutions is required
- Proven experience in leading high performing remote teams, managing people, and developing talent
- Strong analytical skills, sales and business acumen, strong sense of urgency and accountability to drive client outcomes
- Skilled & polished communicator - including client presentations - able to synthesize data & simplify findings to solve client business issues
- Able to work collaboratively with internal & external teams
- Capable to maintain positive client relationships in complex situations & resolve client issues
- Strong logic, deductive reasoning, problem-solving, and critical thinking skills
- Strong project management skills and ability to manage multiple priorities
- Good knowledge of NielsenIQ products, services and data preferred
- Experience in driving organizational transformation is a plus
- Bachelor's Degree required, Master’s preferred, or equivalent experience
What we can offer
- Be at the forefront of transformation: this is a rare opportunity to shape the future of brand measurement within a newly unified, world leading insights division; the pace of transformation is swift, making it both a challenging and rewarding role for those who like to be hands on and driving change at speed.
- Drive real impact and lead the reinvention of how we deliver brand insights by integrating technology, innovation, and client-centric service, all spaces where NIQ is investing heavily for growth.
- Opportunity to leverage all this for thought leadership and marketing as well.
- Build and lead with purpose: This is a senior leadership role managing a team of over 80 people across many European markets. It plays a key part in unifying and evolving our brand teams across Western Europe, working closely with sales and senior leadership to deliver measurable client outcomes and elevate our presence in the market.
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.
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.
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.
Head of Customer Success for Western Europe - Brand Division in London employer: NIELSENIQ
NIQ is an exceptional employer that offers a dynamic and flexible working environment, empowering employees to drive transformation in brand measurement across Western Europe. With a strong focus on employee engagement, professional growth opportunities, and a commitment to diversity and inclusion, NIQ fosters a culture of innovation and collaboration, making it an ideal place for those looking to make a meaningful impact in the consumer intelligence sector.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success for Western Europe - Brand Division in London
✨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 Head of Customer Success for Western Europe - Brand Division in London
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.
