Customer Service - Ad Design CS Lead Western Europe

In this Leadership Role you will be responsible for Customer Success for the West Europe Ad & Design Practice Area reporting into the Brand & Media Western Europe Customer Success leader.

Key responsibilities encompass delivering with excellence while maintaining delivery standards driving high operational efficiency and a strong sales mindset (support upselling & crossselling); enabling timely revenue recognition and profitable execution.

Responsibilities

Set and measure a high level of delivery standards driving client satisfaction

Contribute to meet regional practice revenue target 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 TopToTop meetings and key engagements as relevant

Support the development and implementation of best delivery practices

Managing the P&L of the practice area including W&S and T&E budgets

Coordinate and drive training programs in order to maximize solution and delivery excellence and expertise of your team in your practice area

Target reductions in cycle time in the practice area

Drive high level employee engagement and retention

Foster a culture of continuous improvement and accountability to drive organizational efficiency

Provide input to support the product and toolkit roadmap

Support/enable industry and thought leadership efforts

Core KPIs

Team Engagement and Retention: Increase engagement among customer success associates in the country practice area 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 of the practice in the country and help improve delivery contribution by optimizing the ways of working and setting up the strategy defined by the country

Qualifications

Proven track record in Analytics Consultancy/ Market Research leadership roles

Comprehensive experience of Ad and / or design research

Experience with statistics research techniques and experimental procedures

Experience of qualitative quali/quant and expert sensory panel approaches

Knowledge of the consumer packaged goods industry characteristics of different categories

Knowledge of inmarket data (desirable)

Proven leader of high performing teams

Bachelors Degree required Masters preferred or equivalent experience

Knowledge in sales processes in CPG companies customers modern and traditional market

Understanding of Nielsen Practice Areas and the value they provide to clients (desirable)

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

Skilled & polished communicator including client presentations

Ability to manage multiple priorities

High saydo ratio

Understanding of growth and brand strategy (desirable)

Education and Experience

University degree in Marketing Economics or related field a must preferred Postgraduate or MBA

10 years experience in Marketing Research

Experience in team leading and management (experience with matrix organization would be an asset)

Knowledge and exposure to more than one market (worked preferably in the international arena and on the agency side)

Comfortable working in a digital enabled environment

Ability to travel (if required)

Additional Information :

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• EmployeeAssistanceProgram (EAP)

About NIQ

NIQ is the worlds 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 insightsdelivered with advanced analytics through stateoftheart platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds population.

For more information visit NIQ.com

Want to keep up with our latest updates

Follow us on: LinkedIn  Instagram  Twitter  Facebook

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 ActionEmployer 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 nondiscrimination 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: