Senior Manager Retailer Customer Success

About the role

NielsenIQ, a global data measurement company, is looking for a Senior Manager Retailer Customer Success in North Sydney. You will deliver client value and satisfaction through strategic insights and an optimal service model, using best-practice analysis and servicing frameworks.

Key responsibilities

• Deliver ongoing insights, analytical and technical value and thought leadership
• Identify opportunities and hand them off to the Account Executive team
• Drive customer satisfaction and Net Promoter Score (NPS)
• Engage customers in line with the service model for each customer tier
• Own Voice of the Customer (VoC) arising from day-to-day relationships and act as escalation point for reporting and insight hotspots
• Support and coach analytic and insight team members to drive best practice
• Help develop the strategic service delivery elements of the joint business plan and define the service model and deliverables during proposal development

Required profile

• Professional, well presented and ready to roll up your sleeves with a fun, energetic team
• Excellent attention to detail and strong written and verbal communication skills
• Self-motivated, adaptable and proactive
• Ability to handle highly confidential information with discretion and care

Required skills

• Google suite: Google Docs, Slides, Sheets, Gmail
• Microsoft PowerPoint and Excel

What we offer

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee Assistance Program (EAP)