Customer Success Business Unit Director in Oxford

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. 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™.

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.