Customer Success Leader - Brand & Media, Western Europe Milano

Customer Success Leader - Brand & Media, Western Europe
Milano
Lombardia, Milano

Job Description About this job In this Strategic Leadership Role, you will be responsible for Customer Success for the Brand & Media 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 Qualification Proven track record in Analytics Consultancy/ Market Research leadership roles Expertise in (application of) Brand & Media Solutions preferred Proven leader of high performing teams Bachelor's Degree required, Master's preferred, or equivalent experience Knowledge in sales processes in CPG companies, customers, modern and traditional market Good knowledge of NielsenIQ products, services and data preferred Strong analytical skills Proven sales acumen Strong sense of urgency and accountability to drive client outcomes Proven experience in leading a team, managing people, and developing talent 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 Skilled & polished communicator, including client presentations Able to synthesize data & simplify findings to solve client business issues Strong project management skills and ability to manage multiple priorities Experience using large data sets to finding insights and make recommendations High say-do ratio Experience in driving organizational transformation is a plus #NL-LI1 Additional Information Our Benefits Flexible working environment Volunteer time off LinkedIn Learning Employee-Assistance-Program (EAP) 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.

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