At NielsenIQ, we put our retailers right at the center of everything. Our mission is to make sure every retailer gets a great experience that's the same no matter where they are, by making our team work better together, keeping our customers engaged, and making sure we're really good at understanding data. We aim to make working with us easy, enjoyable, and effective, using the latest technology to help our clients, retailers, and our own team succeed.
The Role
As a Retailer Customer Success Leader, you're in charge of creating and leading the plan that makes sure our retailers are getting the most out of our services. Your job is to lead a team that's top-notch, making sure we provide excellent data, reports, and insights. This helps make our clients happier, could lead to more sales, and even get back retailers who might have left us. You'll also be leading changes in how we work with retailers to make things better for them and for us, creating a great work environment for our team.
YOUR RESPONSIBILITES
Client Engagement:
- Guide the process of planning with our clients, making sure we know what they need and setting clear plans and goals.
- Lead regular check-ins with clients, focusing on how well our services are working for them and how we can keep improving.
- Keep an eye on how happy our clients are, spotting problems before they happen, and working with the team to fix them quickly.
- Be responsible for our clients’ satisfaction scores, making sure we're meeting their expectations and quickly dealing with any concerns.
Client Servicing and Creating Value:
- Gather feedback from clients on how they find our service and pass this to our leaders to help improve what we offer.
- Manage how we work with clients, advising our teams on how best to help, based on what we know from data and client feedback.
- Take charge of solving any problems for clients, working with everyone involved to get it right.
Finding New Opportunities:
- Work with the Sales team on renewing contracts, making sure our service plans are part of the deal from the start.
- Look for new chances to help our clients in your everyday work and pass these opportunities to the Sales team.
- Responsible for delivering any productivity targets when required, based on country/ company needs.
Leading the Team:
- Set high goals for performance and make sure everyone knows what they need to do to meet them.
- Support and encourage your team, giving them feedback to help them do better.
- Be a mentor to your team members, helping them grow and planning for the future of the team.
- Build a strong team culture that’s all about doing well for our clients.