As a Retail Vertical Customer Success Leader, you will lead the development and execution of strategic and commercial activities for key retail clients, acting as a trusted advisor and primary point of contact. You will deeply understand retailers’ businesses, priorities, and challenges to identify strategic opportunities and actionable insights, ensuring client satisfaction through high-quality, value-driven solutions powered by NielsenIQ.
This role is responsible for meeting NielsenIQ business objectives by driving long-term partnerships with retailers, leveraging advanced KPIs, analytics, and expert solutions to support strategic planning and measurable business impact.
Responsibilities
- Develop, lead, and align strategic plans and Joint Business Plans with key retail clients to ensure value generation and effective service delivery.
- Conduct periodic business reviews with retailers to assess objectives, priorities, success criteria, and performance monitoring mechanisms.
- Demonstrate value and return on investment (ROI) through quantifiable business opportunities, insights, and outcomes, while actively sharing and incorporating client feedback.
- Build and lead executive-level and thought leadership presentations for C-level and senior stakeholders within retail organizations, focused on FMCG trends, shopper behavior, and the retailer’s business performance.
- Monitor and continuously improve service quality, adjusting the Joint Business Plan as needed to reflect changes in retailer priorities or market dynamics.
- Act as the SPOC (Single Point of Contact) for assigned retail accounts, proactively monitoring customer health, satisfaction metrics (e.g., NPS), and service coverage.
- Identify, develop, and communicate growth and optimization opportunities in collaboration with Analytics, Insight, and Account Development teams.
- Lead and facilitate the retailer onboarding process, ensuring proper coordination, training, communication, and proactive management of cross-functional teams, while resolving issues or conflicts when needed.