Customer Success Leader - Brand & Media, Western Europe Milano

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

Company 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 needsSupport the Regional Customer Success lead in managing the P&L of the practice area including W&S and T&E budgetsSupport hub strategy for market and product linesCoordinate and drive cross-training programs in order to maximize solution and delivery excellence, expertise, and staffing flexibilitySet and measure a high level of delivery standards driving client satisfactionContribute to meet regional revenue targets by supporting repeat sales and timely deliverablesCoordinate and support with regional Sales partners on client and project revenue growth, retention, and profitabilityRepresent Customer Success at key client meetings, Top-To-Top meetings, and key engagements as relevantWork with global commercial strategy team and across regions within the global SA&I customer success team to develop and implement best delivery practicesTarget reductions in cycle time across ad hoc methodsDrive high level employee engagement and retentionFoster a culture of continuous improvement and accountability to drive organizational efficiencyKey stakeholder in providing input into product and toolkit roadmap, representing regional needs for the practice areaSupport/enable industry and thought leadership effortsCore KPIs Team Engagement and Retention - Increase engagement among customer success associates in the region as measured through Engage results as well as retention of associatesRegional Revenue for the Practice Area: Drive repeat sales, renewals & Ensure all delivery schedules are optimized to meet quarterly revenue targetsNPS: Ensure sufficient response rate from clients, Increase/maintain baseline performance, Support and/or lead key client follow ups and action plansEBITDA-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 engagementQualification Proven track record in Analytics Consultancy/ Market Research leadership rolesExpertise in (application of) Brand & Media Solutions preferredProven leader of high performing teamsBachelor's Degree required, Master's preferred, or equivalent experienceKnowledge in sales processes in CPG companies, customers, modern and traditional marketGood knowledge of NielsenIQ products, services and data preferredStrong analytical skillsProven sales acumenStrong sense of urgency and accountability to drive client outcomesProven experience in leading a team, managing people, and developing talentAble to work collaboratively with internal & external teamsCapable to maintain positive client relationships in complex situations & resolve client issuesStrong logic, deductive reasoning, problem-solving, and critical thinking skillsSkilled & polished communicator, including client presentationsAble to synthesize data & simplify findings to solve client business issuesStrong project management skills and ability to manage multiple prioritiesExperience using large data sets to finding insights and make recommendationsHigh say-do ratioExperience in driving organizational transformation is a plusOur Benefits Flexible working environmentVolunteer time offLinkedIn LearningEmployee-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.

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

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce.

We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products.

We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center.

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