Global Customer Success Consultant (FMCG Strategy)

About the Job:

As a key member of the Global Customer Success team the primary role of the Global WinBack Consultant is to deliver analytical and strategic value through win-back initiatives as part of the organizations client partnership strategy. This role partners closely with global and regional stakeholders to define and deliver against the winback insight agenda acting as a consultant a problem solver and a strategic advisor to the business. The Global WinBack Consultant is responsible for leading the Customer Success strategy for winbacks providing leadership in strategic analyses and owning the management of global escalations to ensure successful recovery and long-term client retention.

Responsibilities

Key responsibility is to drive win-back initiatives client satisfaction and build collaborative relationships with key stakeholders via analytical strategic projects. Specific responsibilities include:

Lead the global Customer Success strategy for winback initiatives ensuring a structured and insightled recovery approach

Define and execute the strategic winback agenda aligning analytical outputs with client business priorities

Act as a trusted consultant and problem solver translating complex data into actionable recommendations

Provide leadership on strategic analyses to diagnose root causes of churn and identify recovery opportunities

Own and manage global client escalations coordinating crossfunctional and crossmarket stakeholders

Reestablish client value by articulating impact ROI and longterm partnership opportunities

Partner with internal teams to ensure consistent execution and accountability across regions

Support the development of best practices playbooks and frameworks for sustainable winback success

Represent the organization with senior client stakeholders demonstrating thought leadership and credibility

Not a team manager but influencing skills and management without authority competencies required

About you

You are a strategic thinker who uses data to inform clear points of view and influence outcomes. Confident in working with complex datasets you translate analysis into focused recommendations and are comfortable challenging established thinking when evidence supports a better path.

You operate comfortably at a global and regional level connecting high-level trends to tangible business implications. You thrive in change and ambiguity bringing curiosity structure and decisive thinking to complex win-back and recovery scenarios. You are effective both independently and in collaboration able to prioritize workstreams and drive progress across senior stakeholders.

Qualifications

10 years of experience in an FMCG analytics environment carrying out Data Analytics

Demonstrated experience in Client management and servicing with solid commercial acumen and exposure to senior or demanding stakeholders

Strong Communications skills with the ability to work write and speak in fluent English

Confident and engaging personality. You embrace diversity and can make and build connections with people with a wide range of backgrounds experiences and personalities and located across the globe

Experience on Data Analysis and Client Management/servicing with commercial acumen to deal with key day-to-day stakeholders

Strong strategic mindset with the ability to identify root causes assess risks and define recovery or growth opportunities

Proven consulting skills including the ability to challenge thinking influence decisions and navigate complex or highpressure situations

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Additional Information :

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 process including résumé screening candidate assessments interview scheduling job matching communication support and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQs principles of fairness transparency human oversight and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions require accommodations or wish to request human review were permitted by law please contact your local HR representative. For more information please visit NIQs AI Safety Policies and Guiding Principles: 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