Customer Success Specialist at Nielsen

Johannesburg, Gauteng, South Africa

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Market Research, Consumer InsightsIndustries

Requirements

Act as strategic partners to clients
Be an innovation agent and drive change for faster reaction to changing market requirements
Be an expert in your market (industry, products, channels etc.), and your panel
Live the 4 values: Customers are the core, Better every day, One GfK, and Commitment to Trust & Quality

Responsibilities

External
Onboard clients on gfknewron platform
Drive adoption (i.e. activation, reactivation and engagement) of gfknewron within client organization by demonstrating clear ROI to client
Drive gfknewron usage with senior stakeholders in the client organization (wherever relevant)
Develop fact-based answers to complex key business questions
Become a market expert in one or more categories / industry segments
Become an expert on practical consulting tools and frameworks to help clients
Deliver insightful presentations and actionable recommendations to our clients
Coordinate client services cross countries and categories (whenever relevant)
Identify leads for cross sell and upsell opportunities with the client
Help improve renewal rate by demonstrating clear business outcome and value
Measure client perceptions of GfK, plan and improve negative perceptions, and leverage positive perceptions
Internal
Collect and provide feedback to product teams on functionality, features etc. of gfknewron platform as well as to ops and other teams on non-platform issues to drive better client experience
Collaborate with account management at the pre-sales and renewal stages
Collaborate with other business unit teams to identify opportunities for strategic assignments
Coordinate internal client services nationally (for all) and internationally (optional)
Run final quality checks for the GfK seal of quality (wherever relevant)
Validate / conduct QC to guarantee GfK seal of quality (wherever relevant)
‘Own’ the reporting being delivered to clients, including working knowledge of end-to-end process from data-in, to reporting out
Understand retailers on panel and off panel (and missing data), and work with Retail on onboarding priority retailers
Understand modelling methodology applied to ‘owned’ panel and work with Operations team to continuously improve, including regularly securing sell-in data
Understand and apply RACI between Retail, MI, and Ops
Understand, apply and contribute to key processes of project management, client comms policy, service envelope, and running efficient and effective meetings

Skills

Client Onboarding

Stakeholder Engagement

ROI Demonstration

Market Analysis

Consulting Frameworks

Presentations

Cross-Selling

Upselling

Client Feedback

Quality Control

Data Reporting

Retailer Analysis

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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