[Remote] 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, ensuring maximum value from solutions, driving commercial growth, and maintaining high client satisfaction from onboarding through renewal
Provide insights to drive action for clients

Skills

Customer Success

Client Relationship Management

FMCG

E-commerce

Digital Shelf

Stakeholder Management

Upsell

Account Growth

Client Onboarding

Renewal Strategies

Thought Leadership

Webinars

Workshops

Dynamics CRM

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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