Senior Manager, Industry Insights, Customer Success (Chinese language speaker)

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.

The Customer Success Manager (M6) is responsible for leading a team of Customer Success professionals while managing strategic client relationships to drive retention, revenue growth, client satisfaction, and operational excellence. This role serves as a trusted advisor to key clients, ensuring NIQ solutions deliver measurable business impact and that teams consistently exceed client expectations.

The position combines leadership, commercial accountability, client engagement, talent development, and execution excellence to achieve market and organizational objectives.

Client Leadership & Relationship Management

- Build and maintain executive-level relationships with key client stakeholders.
- Act as a trusted advisor by understanding client business priorities and translating them into actionable insights and solutions.
- Lead strategic business reviews and executive engagement plans.
- Drive customer retention and identify opportunities for account expansion and cross-selling.
- Ensure consistent delivery of NIQ value stories and thought leadership.

Commercial Growth

- Own portfolio revenue retention and growth targets.
- Partner with Sales and Commercial teams to identify and close growth opportunities.
- Monitor client health scores and proactively mitigate business risks.
- Lead client recovery or win-back initiatives where required.
- Support forecasting, pipeline management, and account planning activities.

Team Leadership

- Lead, coach, and develop a team of Customer Success Managers and Analysts.
- Establish performance expectations and accountability measures.
- Conduct regular coaching sessions and performance reviews.
- Foster a culture of collaboration, innovation, and continuous improvement.
- Develop succession plans and talent pipelines within the team.

Customer Success Excellence

- Ensure consistent execution of NIQ Customer Success frameworks and best practices.
- Drive adoption of standardized client engagement models.
- Monitor service quality metrics and client satisfaction measures.
- Lead escalation management and resolution of complex client issues.
- Promote operational efficiency and process improvements.

Strategic Planning

- Develop annual account strategies aligned with client business objectives.
- Lead portfolio reviews and executive reporting.
- Identify emerging market trends and recommend proactive actions.
- Partner with cross-functional teams to improve client outcomes.

Stakeholder Management

- Collaborate with Commercial, Analytics, Operations, Insights, and Product teams.
- Influence senior stakeholders internally and externally.
- Represent the Customer Success organization in leadership discussions and strategic initiatives.

Responsibilities

Directly manage customer success team members.; Recruitment and onboarding of new talent.; Career development planning and mentoring.; Workforce planning and resource allocation.; Diversity, equity, and inclusion leadership.

Requirements

Bachelor's Degree in Business, Marketing, Economics, Statistics, Data Analytics, or related field.; Master's Degree preferred.; 8-12+ years of experience in Customer Success, Client Services, Insights, FMCG, Retail Measurement, Analytics, or Consulting.; 3-5+ years of people leadership experience. Familiar in Change management.; Proven success managing strategic enterprise accounts .; With Commercial Acumen , experienced with revenue growth and retention responsibilities .; Strong stakeholder managemen t across senior leadership levels.; Customer Success Expertise. Good in Relationship management and executive communication, Client retention strategies, Customer lifecycle management; Good Analytical Skills , able to interpret data, performs Insight generation and Business storytelling.

Benefits

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