Customer Success Manager (E- Commerce) - London at Nielsen

London, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, FMCGIndustries

Requirements

Minimum of 3 years in customer success, e-commerce, account management, or a related client-facing role
Strong analytical, strategic planning, and communication skills
Ability to manage complex client portfolios and identify growth opportunities
Proficiency in CRM systems (e.g., Dynamics, Skalin) and data analysis tools
A deep commitment to client success, with a proactive and solution-oriented mindset
Autonomous attitude, motivated by new challenges and the e-commerce market
Solid understanding of FMCG manufacturers and ecommerce (digital shelf)
Ability to thrive in a high-paced environment, being organised and driven

Responsibilities

Build and maintain strong, strategic relationships with clients by developing stakeholder maps, identifying white spaces, and extending contact network
Develop measurable use cases for clients using the "context, actions, outcome" framework, ensuring alignment with their goals
Drive thought leadership initiatives, including global webinars, LinkedIn posts, workshops, and other content-driven strategies
Achieve a 20% upsell target for your portfolio by proactively identifying opportunities and engaging clients with innovative solutions
Develop account growth plans, stakeholder maps, and renewal strategies, ensuring updates to leadership bi-annually
Lead the co-creation of client roadmaps, ensuring timelines are met and revisited throughout the year
Oversee the accurate and timely documentation of client information and files in internal systems (e.g., Dynamics)
Influence improvement opportunities for tools or processes, collaborating with cross-functional teams
Act as a strategic partner to clients from onboarding through renewal, ensuring maximum value, commercial growth, and high satisfaction
Provide insights to drive action for clients

Skills

Key technologies and capabilities for this role

Customer SuccessClient Relationship ManagementStakeholder ManagementUpsellAccount GrowthE-commerceDigital ShelfFMCGMicrosoft DynamicsThought LeadershipWebinarsWorkshops

Questions & Answers

Common questions about this position

Is this role remote or on-site?

The role is on-site in London, though it includes a flexible working environment as part of the benefits.

What benefits does NIQ offer?

Benefits include a flexible working environment, volunteer time off, LinkedIn Learning, and an Employee-Assistance-Program (EAP).

What skills and experience are required for this Customer Success Manager role?

Candidates need a minimum of 3 years in customer success, e-commerce, account management, or related client-facing roles, plus strong analytical, strategic planning, and communication skills. Proficiency in CRM systems like Dynamics or Skalin and data analysis tools is also required.

What is the salary or compensation for this position?

This information is not specified in the job description.

What makes a strong candidate for this Customer Success Manager position?

A strong candidate has 3+ years of relevant experience, thrives in a high-paced environment, is organized, driven, autonomous, and passionate about the e-commerce market with a client-centric, proactive mindset.

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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