Customer Success Leader - Brand & Media, Western Europe

CUSTOMER SUCCESS LEADER - Brand & Media, Western Europeall NIQ offices in Western EUAbout this jobIn 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.ResponsibilitiesSupport 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 KPIsTeam 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 engagementQualificationProven 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 plusWhat we can offerBe at the forefront of transformation: this is a rare opportunity to shape the future of brand measurement within a newly unified, world leading insights division; the pace of the transformation is swift, making it both a challenging and rewarding role for those who like to be hands on and driving change at speed.Drive real impact and lead the reinvention of how we deliver brand insights by integrating technology, innovation, and client-centric service, all spaces where NIQ is investing heavily for growth. Opportunity to leverage all this for thought leadership and marketing as well.Build and lead with purpose: This is a senior leadership role managing a team of over 80 people across many European markets. It plays a key part in unifying and evolving our brand teams across Western Europe, working closely with sales and senior leadership to deliver measurable client outcomes and elevate our presence in the market.