Manager, Customer Success, FMCG at Nielsen

Hong Kong

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

FMCG, CPG, Retail, Consumer IntelligenceIndustries

Requirements

University degree
Minimum 6 years of working experience in Consumer Goods/FMCG/Market Research industry, with focus on Data Analytics and Account Management roles
Strong analytical mindset and excellent numerical skills
Effective communicator with ability to interpret and present actionable insights through storytelling
Strong planning and excellent servicing skills
Experience working with clients and designing solutions to solve business issues
Experience working with C-level clients (preferred)
Consulting style of working
Excellent command of written and spoken Chinese and English; excellent Cantonese required, Mandarin a plus

Responsibilities

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

Skills

Key technologies and capabilities for this role

Customer SuccessClient Relationship ManagementJoint Business PlanningNPSStrategic Thought LeadershipROI AnalysisCPGRetail IntelligenceConsumer Packaged GoodsBusiness StrategyStakeholder ManagementAnalyticsData Quality

Questions & Answers

Common questions about this position

What experience is required for the Manager, Customer Success role?

Candidates must have at least a university degree and a minimum of 6 years of working experience in Consumer Goods/FMCG/Market Research industry, with a focus on Data Analytics and Account Management roles.

Is this position remote or on-site?

The position is on-site.

What key skills are needed for this job?

Required skills include a strong analytical mindset and excellent numerical skills, effective communication to interpret and present actionable insights through storytelling, strong planning and servicing skills, and excellent command of written and spoken Chinese and English with excellent Cantonese.

What is the salary or compensation for this role?

This information is not specified in the job description.

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

A strong candidate has 6+ years in FMCG/Market Research with Data Analytics and Account Management focus, experience with C-level clients, and a consulting style of working to build relationships and drive business plans.

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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