Manager, Customer Success

Company Description

R25_0019540

#LI - Remote

Job Description

At NIQ, we deliver the most complete and clear understanding of consumer buying behavior that reveals new pathways to growth. We are looking to hire a Manager, Customer Success, to be a part of our Strategic Analytics & Insights Pack & Design team. The Manager on the Strategic Analytics & Insights Pack & Design team will leverage a variety of methods to influence the packaging and product design for top global brands across a variety of categories.

We have the vision and passion to drive an industry forward where information, technology, and expertise come together to redefine what it means for clients to truly “know” their customers. It won’t be easy; nothing this ambitious ever is. But we’re confidently moving forward, investing in ourselves to turn aspiration into reality. This is your chance to play a vital part in our story. Lead the way and shape something world-class that’ll define your career. As Manager on the Pack & Design team, you’ll use your analytical and consultative skills to help clients such as ABI, Walmart, and Procter & Gamble make better, faster, and smarter decisions.

Duties and responsibilities:

Project Management:

• Manage projects from client kickoff through delivery, including:
  • Leading client kickoff meetings and all email communications to align on inputs, answering methodology questions, and discussing results
  • Coordinating internal operations (communication with fielding team, programmers, etc.)
  • Regularly updating internal date tracking and project tracking forms/software
  • Leading communication with external vendors (central location testing facilities, qualitative research moderators)
  • Ensuring analysts complete all project administrative tasks
  • Involving senior leadership when necessary
  • Utilizing cutting-edge research methods, including neuroscience and AI, to enhance project outcomes

Project Analysis, Report Writing & Delivery:

• Oversee the success of client deliverables, including:

  • Coaching analysts during data review and story development meetings

  • Reviewing first drafts of reports and making final decisions on learnings and analysis (escalating complex or controversial results to senior leadership)
  • Ensuring analysis is consultative (answers client’s business questions, includes insights from previous research)
  • Conducting QA on all data and slides to ensure error-free drafts are delivered to clients or senior support when appropriate
  • Providing detailed feedback to junior analysts and encouraging senior analysts towards greater independence in producing high-quality deliverables
  • Presenting results to clients, simplifying complex results; senior leads may present for more complex projects
  • Incorporating packaging and design insights into reports and presentations
  • Delivering presentations to a variety of audiences, including clients, internal teams, and senior leadership, ensuring the content is tailored to each audience's needs and level of understanding

Client Engagement:

• Engage directly with clients beyond day-to-day tasks, including:
  • Acting as the primary point of contact for smaller clients or specific categories/brands within larger clients
  • Communicating independently with clients (constructing client emails with minimal review, answering typical client questions, leading client discussions with support from manager/senior leadership, knowing when to escalate scope change discussions to Commercial partners)
  • Meeting or exceeding client revenue targets by ensuring strong satisfaction with deliverables
  • Contributing to meta/sharing thought leadership
  • Discussing packaging and design initiatives with clients to ensure their vision is accurately captured and executed

People Management:

• Provide study feedback to Analysts/Senior Analysts and support their development as a coach.  
• Provide ongoing analyst feedback to senior team leads (director/VP) to support formal performance development/review.

• Mentoring team members on best practices for integrating packaging and design considerations into project workflows

Qualifications

• At least 4+ years of Market Research and project management experience

• At least 3+ of experience in custom online survey research, with exposure to writing screeners, analyzing data, and developing insights

• At least 2+ years of experience communicating with clients/client service/client management
• Background in psychology or neuroscience a plus

• Highly proficient in Microsoft Office and Microsoft Dynamics, especially PowerPoint

• Detailed orientation and strong organization skills
• Strong written and verbal communication skills

Additional Information

US Benefits

• Comprehensive healthcare plan (medical, Rx, dental, and vision).
• Flexible spending accounts and a Health Savings Account (including company contributions).
• Life and AD&D insurance.
• 401(k) retirement plan including company matching contributions.
• Disability insurance.
• Tuition Reimbursement.
• Discretionary paid time off program and 11 paid holidays.
• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

Additional Information

This role has a market-competitive salary with an anticipated base compensation of the following range: $76,500.00 - $110,000.00.  Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a sales-based incentive or performance-based bonus. Other benefits include flexible working environment, comprehensive health insurance, industry-leading parental leave, life insurance, education support and more.  

Our Benefits

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

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion