Customer Success Consultant Lead at Nielsen

Oxford, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

FMCG, Market ResearchIndustries

Requirements

Extensive experience of analysing data in an FMCG environment
Strong planning and servicing skills
Experience of working with clients to solve business issues
Excellent communication, presentation and interpersonal skills
Demonstration of how to design solutions to answer client business issues
A consultative style of working
A proven track record of delivering success through others
Ability to build strong networks and relationships, internally and with client

Responsibilities

Serves as the relationship owner within Customer Success to manage client relationship and execute critical communications
Builds a network of effective and meaningful relationships at all levels to maximize business opportunities
Leads Joint Business Plan process and is accountable for identifying and aligning customer objectives, defining and tracking success, defining strategic service delivery elements of Joint Business Plan and customer ways of working, and collaborating with other commercial functions to incorporate analytic and data quality elements into Joint Business Plan
Leads Quantified Business Opportunity and Client Review process, focusing on service delivery and ROI elements, highlighting outcomes, tracking priorities, sharing/receiving feedback/NPS, and refining Joint Business Plan to align with customer priorities and objectives
Leads and owns NPS process, frequently and consistently reviewing success metrics and client satisfaction, and reviewing quality, escalation, and coverage to ensure client satisfaction is maximized
Leverages existing NielsenIQ tools to advance Customer business objectives through strategic thought leadership and flawless execution
Responsible for identifying opportunities through day-to-day engagements and handing off opportunities to Account Development to pursue
Acts as Voice of Customer ensuring client needs are being met by the appropriate teams – whether this is data quality escalation or a reporting need

Skills

Customer Success

Client Relationship Management

FMCG

Joint Business Planning

NPS

ROI Analysis

Retail Measurement

Consumer Panel

Thought Leadership

Quantified Business Opportunity

Client Review

Nielsen

Global measurement and data analytics provider

About Nielsen

Nielsen provides measurement and data analytics services to help businesses understand consumers and markets globally. The company operates through two main divisions: Nielsen Global Media, which offers reliable metrics for the media and advertising industries, and Nielsen Global Connect, which supplies consumer packaged goods manufacturers and retailers with actionable insights about the marketplace. Nielsen combines its proprietary data with other sources to give clients a comprehensive view of current trends and future opportunities. With a presence in over 100 countries, Nielsen aims to support companies in making informed decisions to drive innovation and growth.

Town of Clarkstown, New YorkHeadquarters

1963Year Founded

$45.1MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, ConsultingIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Risks

Competition from digital-native analytics firms threatens Nielsen's market share.

Privacy regulations may impact Nielsen's data collection capabilities.

Private equity acquisition could lead to strategic shifts misaligned with client needs.

Differentiation

Nielsen offers comprehensive cross-platform measurement solutions, including mobile media markets.

The Diverse Media Equity program elevates diverse-owned media companies' visibility.

Nielsen Impact Score evaluates marketing value of university athletic programs.

Upsides

Acquisition of Telephia enhances Nielsen's mobile media measurement capabilities.

Partnerships with P&G and NMSDC support diverse media representation.

Collaboration with TikTok improves digital audience measurement services.

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