Head of Customer Success for Western Europe - Brand Division all NIQ offices in Western EU About this job In this Strategic Leadership Role, you will be responsible for Customer Success for the Brand Strategic Analytics & Insight Practice Area across WE reporting into the SA&I Customer Success regional leader. Key responsibilities encompass delivering with excellence while maintaining delivery standards, driving high operational efficiency and a strong sales mindset (support upselling & cross-selling); enabling timely revenue recognition and profitable execution. Responsibilities Support the Regional Customer Success lead in designing the practice area organization balancing methodological, language and technical needs Support the Regional Customer Success lead in managing the P&L of the practice area including W&S and T&E budgets Support hub strategy for market and product lines Coordinate and drive cross-training programs in order to maximize solution and delivery excellence, expertise, and staffing flexibility Set and measure a high level of delivery standards driving client satisfaction Contribute to meet regional revenue targets by supporting repeat sales and timely deliverables Coordinate and support with regional Sales partners on client and project revenue growth, retention, and profitability Represent Customer Success at key client meetings, Top-To-Top meetings, and key engagements as relevant Work with global commercial strategy team and across regions within the global SA&I customer success team to develop and implement best delivery practices Target reductions in cycle time across ad hoc methods Drive high level employee engagement and retention Foster a culture of continuous improvement and accountability to drive organizational efficiency Key stakeholder in providing input into product and toolkit roadmap, representing regional needs for the practice area Support/enable industry and thought leadership efforts Core KPIs Team Engagement and Retention - Increase engagement among customer success associates in the region as measured through Engage results as well as retention of associates Regional Revenue for the Practice Area: Drive repeat sales, renewals & Ensure all delivery schedules are optimized to meet quarterly revenue targets NPS: Ensure sufficient response rate from clients, Increase/maintain baseline performance, Support and/or lead key client follow ups and action plans EBITDA - Support region lead to : Monitor project and solution profitability, and leverage time tracking learning to help improve delivery contribution, Manage W&S Delivery budget through a lens of optimization for the region via org design, hubbing, etc. and to Manage T&E budget through the lens of prioritizing client engagement as well as team performance and engagement Your profile: Extensive experience in in consulting, analytics, or consumer research roles focused on Brand & Media Solutions is required Proven experience in leading high performing remote teams, managing people, and developing talent Strong analytical skills, sales and business acumen, strong sense of urgency and accountability to drive client outcomes Skilled & polished communicator - including client presentations - able to synthesize data & simplify findings to solve client business issues Able to work collaboratively with internal & external teams Capable to maintain positive client relationships in complex situations & resolve client issues Strong logic, deductive reasoning, problem-solving, and critical thinking skills Strong project management skills and ability to manage multiple priorities Good knowledge of NielsenIQ products, services and data preferred Experience in driving organizational transformation is a plus Bachelor's Degree required, Master’s preferred, or equivalent experience What we can offer Be at the forefront of transformation: this is a rare opportunity to shape the future of brand measurement within a newly unified, world leading insights division; the pace of the transformation is swift, making it both a challenging and rewarding role for those who like to be hands on and driving change at speed . Drive real impact and lead the reinvention of how we deliver brand insights by integrating technology, innovation, and client-centric service, all spaces where NIQ is investing heavily for growth . Opportunity to leverage all this for thought leadership and marketing as well. Build and lead with purpose: This is a senior leadership role managing a team of over 80 people across many European markets . It plays a key part in unifying and evolving our brand teams across Western Europe, working closely with sales and senior leadership to deliver measurable client outcomes and elevate our presence in the market. #LI-HL1 #LI-Hybrid
Our Benefits Flexible working environment Volunteer time off LinkedIn Learning Employee-Assistance-Program (EAP) NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment proce