Client Success & Insights Manager
Client Success & Insights Manager
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Job Description
Candidates must be currently located in the Greater Toronto area (GTA) and be able to travel to client locations across the GTA for in-person meetings as required
#LI - Hybrid
At CGA by NielsenIQ we work with the biggest and most renowned drink businesses and most iconic brands to help them understand the drivers of their performance as well as the consumer and market dynamics at play. As the definitive source of integrated consumer insight and market measurement we inform strategies for our clients growth.
CGAs Client Success & Insights Manager (CSIM) works closely with many of Canadas leading drink brands to help them make better and more informed decisions.
Managing a portfolio of world-renowned clients in Canada the CSIM builds & maintains strong & long-lasting peer to peer relationships with key stakeholders & decision makers. The CSIM is crucial in driving business growth through best-in-class client management and developing client relationship to meet client retention & renewal targets.
As an expert on both the market and CGAs suite of services the CSIM identifies proposes upsells & implements the most appropriate projects or solutions in order to exceed our clients ROI & service expectations.
As a market expert the CSIM plays a critical role in driving wider business knowledge and how the Canadian market can support the implementation of CGAs business strategy. Demonstrating localised insights to support wider team knowledge and growth. The CSIM is always a custodian of CGA by NIQs culture & core values.
Main Duties & Responsibilities:
Reporting & Database deliveries:
Providing Canadian knowledge to support improvements in OPM and other services
Manage the delivery of all reporting & database developments with all internal & external stakeholders attending milestone meetings throughout each month
Analysis & Presentation Creation:
Oversee the delivery of all work & presentations for the client ensuring work is delivered to the highest standard & on time.
Review story board & presentation structure in relation to brief providing feedback & advice for enhancements where necessary (PQR)
Attends and guides on regular milestones for project review ensuring all work is completed to a high quality & in a timely manner
Client/Commercial Management:
Responsible for delivering excellent customer service at all times
Ensure all contractual obligations are met
Leads Joint Business Plan process and is accountable for identifying and aligning customer objectives defining and tracking success defining strategic service delivery elements of
Support final review of key presentations applying Canadian understanding & strategic thinking to ensure all presentations provide the client with SMART recommendations which are in line with their business objectives using SCQA and including QBOs
Joint Business Plan and customer ways of working and collaborating with the HQ and commercial functions to incorporate analytic and data quality elements into Joint Business Plan
Ensure all meetings are well planned to achieve optimum client engagement (QSR)
Grow network of stakeholders across client businesses building & maintaining strong peer to peer relationships
Support CGAs complete service offering & confidently promote USPs of CGA services vs competitor alternatives
Prepare & deliver top quality presentations triangulating CGA services to provide best in class insights
Gain regular client feedback on all aspects of CGA service feeding back to CS Director in order to inform CGAs ongoing client strategy (T-NPS)
Leads Quantified Business Opportunity and Client Review process focusing on service delivery and ROI elements highlighting outcomes tracking priorities sharing/receiving feedback/NPS and refining Joint Business Plan to align with customer priorities and objectives
Leads and owns NPS process frequently and consistently reviewing success metrics and client satisfaction and reviewing quality escalation and coverage to ensure client satisfaction is maximized
Investigate & solve any client problems complaints or data queries
Draw on CGA services market expertise & understanding of client business to advise client on how to achieve their goals in the most effective manner
Work with CS Director & commercial team to identify opportunities for board level engagement & strategic consultancy prospects
Leadership:
Demonstrate role model behaviour - live CGA by NIQs vision mission statement & values
Demonstrate intellectual integrity ensure your actions fit your words
Successfully manage & motivate the team to fulfil all business responsibilities
Co-ordinate & run training sessions where necessary with the HQ team in-market team and clients
Engage team through great communication & facilitating opportunities for knowledge/development; helping connect HQ and in-market team as one
Demonstrate great leadership amongst peer group as well as within own team
Provide CS Director with weekly updates & monthly customer and market development updates
Manage up effectively & seek out CS Director expertise where necessary
Qualifications
- Strong experience using and interpreting data to build actionable insights
- On Premise BevAl or CPG industry experience an asset
- Stakeholder/Client Management experience
- Result-oriented proactive and determined approach with a can do attitude
- Post secondary degree
Additional Information :
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
About NIQ
NIQ is the worlds 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 insightsdelivered with advanced analytics through state-of-the-art platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds population.
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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: Work :
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Employment Type :
Full-time
Employment Type
Full-time
