Client Manager Insights Tech & Durables Optics
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Job Location:
Monthly Salary:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Candidates must be currently located in the Greater Toronto Area (GTA)
As the Manager Customer Success Optics you will be the primary point of contact for key clients in the North America vision care/optics and eyecare space with focus on contact lenses. Youll lead customer success initiatives to elevate the NIQ experience at key touchpoints of the customer journey maximize retention and support profitable growth.
This role is ideal for a client-focused analytical professional with deep knowledge of the optics industry.
Responsibilities:
External stakeholders:
- Independently manage relationships with clients
- Lead onboarding and training for new customers in the market
- Drive adoption (i.e. activation reactivation and engagement) of gfknewron and NIQ platforms
- Deliver insights in a clear and actionable format to support client decision-making
- Build and present category review analyses to identify key market trends growth opportunities and competitive dynamics using a consultative approach
- Own end-to-end ad-hoc scheduled and proactive business issue analyses ensuring a comprehensive and strategic approach from briefing to delivery
- Act as a trusted advisor and thought leader in the optics and contact lens industry
- Engage clients in order to measure NPS (Net Promoter Score) based on the service provided to them
- Work with clients to identify priorities and quantify business opportunities using NIQ solutions demonstrating clear ROI
- Gather client and industry feedback to inform product teams of necessary improvements
- Act as central point of contact for product related questions such as methodology and quality
- Find and build new user base for NIQ offerings
- Identify leads for cross sell and upsell through servicing events
- Help improve renewal rate by demonstrating clear business outcome and value
- May engage and deliver insights to retailers on limited occasions
Internal stakeholders:
- Collaborate with global teams to align insights with broader strategies
- Become the voice of the customer to relay its needs within different internal organizations (product operations quality business intelligence)
- Work closely with:
- Account Development/Sales team to develop joint business plans governance meetings align on customer priorities support at pre-sales and renewal stages
- Product/panel management team in order to support improvements and quality checks
- Retail team in order support their recruitment efforts and servicing on occasion
- Stay up to date on relevant knowledge with deep understanding of NIQ platform and solutions
- Collaborate with other business unit teams to identify opportunities for strategic assignments
- Coordination and decision making of how to achieve client outcomes and organization goals with intermediate complexity
May rely on support from managers when engaging senior client stakeholders or managing high complex situations and projects
Qualifications :
Qualifications
- 5-8 years of experience in customer success consulting market research or product management in the optics eyecare or consumer goods sectors
- Strong understanding of the North America vision care/contact lenses industry and retail landscape is desirable
- Strong presentation and communication skills client-centric approach
- Analytical mindset comfortable in developing insightful storytelling from large quantitative datasets
- Experience working cross-functionally in a matrixed organization.
- Flexible and open to work in a fast-paced changing environment
- Proactive and consistent engagement with multi-disciplined teams
- Passion dedication and commitment
- Eagerness to learn open mindset team spirit and an entrepreneurial attitude
- Willingness and ability to travel within the U.S. as needed
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 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
At NIQ we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race color religion sex (including pregnancy sexual orientation or gender identity) national origin age disability genetic information marital status veteran status or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion please visit the Work :
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Employment Type :
Full-time
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
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 holi ... View more
