Analyst - Customer Success Retail

About the Role

NielsenIQ, a global leader in consumer intelligence, is seeking an Analyst in Customer Success for the retail sector. This role centers on delivering exceptional client service by fostering strong customer relationships and ensuring consistent engagement, especially for clients across Oman, Kuwait, and Qatar. The focus is to enhance customer satisfaction through data-driven insights, strategic collaboration, and innovative service delivery models.

Key Responsibilities

• Act as the primary relationship manager within Customer Success, overseeing key communications with clients.
• Identify and engage relevant client stakeholders, such as decision-makers concerning service execution, joint business plans (JBP), Net Promoter Score (NPS), and contract renewals.
• Collaborate closely with the Account Director to shape strategic directions and service strategies aligned with client priorities through JBPs and enhance client satisfaction.
• Lead the JBP process by aligning customer goals, defining metrics for success, overseeing strategic service elements, and coordinating with analytics teams to integrate data quality initiatives.
• Manage quarterly business outcome reviews and client meetings to evaluate service delivery, return on investment, and refine plans according to customer feedback.
• Oversee the NPS process by continuously assessing client satisfaction, addressing quality concerns, and managing escalations to maximize client contentment.
• Handle consulting and service-related activities tied to master contract renewals, proposal and RFP development, and preparing impactful client presentations.
• Develop deep understanding and empathy for the client’s business landscape and requirements.
• Establish and nurture trusted advisor relationships across various client divisions and stakeholders.
• Drive lead generation by leveraging full knowledge of the NielsenIQ service portfolio and coaching insights teams towards creating and converting sales opportunities.
• Deliver strategic thought leadership and flawless execution to help clients achieve business objectives using NielsenIQ’s tools.
• Identify expanded partnership opportunities and escalate them appropriately within the organization.
• Ensure clear, continuous two-way communication between NielsenIQ and customers at both daily and strategic levels.
• Serve as the single point of contact for issues related to coverage, quality, delivery, service, and technical escalations, coordinating resolution efforts across departments.
• Lead client onboarding processes and setup in coordination with other Customer Success functions.
• Accurately explain Consumer Panel Services (CPS) usage and insights to clients, enhancing opportunities for additional sales especially when clients operate across multiple markets.

Candidate Qualifications

• 1-2 years’ experience in Consumer Packaged Goods (CPG) industry, sales, category management, or market research.
• Prior exposure to NielsenIQ or comparable solutions and analytics platforms, particularly involving POS or panel data, is preferred.
• Strong understanding of the CPG sector and client organizational structures.
• Demonstrated consultative client engagement and innovative problem-solving capabilities.
• Proven track record in managing complex client relationships and building sustained engagement.
• Effective at building consensus and influencing clients, colleagues, and senior management.
• Experienced in crafting and presenting effective proposals and sales presentations.
• History of overachieving revenue and profitability targets with competent pipeline management.
• Skilled in managing sales cycles ranging from one to one and a half months.
• Bachelor's degree required.

Additional Information

• Flexible working arrangements are provided.
• Volunteer time off is offered to support community engagement.
• Access to LinkedIn Learning for continuous development.
• Employee Assistance Program (EAP) to support wellbeing.

Company Overview

NielsenIQ, having merged with GfK in 2023, is a top consumer intelligence firm with an extensive global footprint covering over 100 markets and encompassing more than 90% of the world's population. The company is committed to providing comprehensive insights into consumer buying behavior through advanced analytics and modern technology platforms.

Diversity, Equity, and Inclusion Commitment

NielsenIQ is devoted to creating an inclusive work environment that reflects the diversity of its markets and communities. Employment decisions are made without discrimination on any protected basis, and the company encourages individuals who value inclusivity to join their mission.

Use of Artificial Intelligence in Recruitment

NielsenIQ employs AI tools during recruitment to streamline processes such as resume screening, assessments, and interview scheduling while ensuring fairness, transparency, and human oversight. Final hiring decisions rest solely with human recruiters. Candidates seeking accommodations or additional information are encouraged to contact HR representatives.