Retail Customer Success Leader BENELUX (FMCG and T&D)

CS TEAM MISSION 

As part of the Retail Customer Success team, we put our retailers right at the center of everything. We strive to deliver a consistent customer experience across all of our markets by harmonizing our ways of working, focusing on engagement and driving customer excellence. We give our clients an enjoyable, easy, effective service featuring a modernized customer experience.  

Customer Success is instrumental to realize the NIQ/GfK vision to be a leading global information services company with strong, market-leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers, and employees.  

ROLE DESCRIPTION 

The role of the Benelux Retailer Customer Success is to create and lead the customer success strategy across all retailers in BENELUX (FMCG and T&D). 

This is achieved by leading a high performing team and ensuring NIQ/GfK delivers best in class data, reporting and insights leading to improved client satisfaction, increased revenue opportunities from both retention and win back of retail clients. Internally the role is to lead the transformation in the way we work with retailers to standardize and improve the experience for both clients and our people. Building strong ways of working that enable our people to develop in roles that they enjoy doing. 

YOUR RESPONSABILITES 

Leading the Team: 

• Lead a team of 15 associates (Lead recruitment and conduct performance reviews for direct reports and lead on ensuring team members develop) 

• Build and drive goals for the Benelux Retail Customer Success team to drive transformation, improve efficiency and delight clients. 

• Lead the change management and ensure the engagement of your team members 

• Recognize, reward and feedback to associates to ensure engagement and create a strong team environment. 

• Be a mentor to your team, helping them grow and planning for the future of the team. 

• Ensure workload and priorities are effectively managed to meet client needs and enable an excellent work/life balance for team. 

Client Engagement and Client Servicing: 

• Transform the customer experience: deployment and client adoption of Discover, deployment and client adoption of Newron.  

• Enhance Customer Experience: Implementation of the new NIQ Service Model. 

• Ensure the services provided to clients are timely and precise according to client business needs and specifications while meeting the company's quality standards to drive client satisfaction. 

• Supervise all stages of project management and monitor performance. 

• Take charge of solving any problems for clients, working with everyone involved to get it right. 

• Present at clients and during company events 

Growth: 

• Work with peers in the WE region to drive customer success strategy and share best practices. 

• Consult with clients regarding their goals and objectives as well as leading Customer Success through RFP Process (making sure our services plans are part of the deal from the start). 

• Be a thought leader by understanding industry trends, retailer news, competition, and opportunities of NIQ/GfK. 

• Support with sales team with development of products/solutions and utilizing team to identify potential opportunities with clients and achieve our revenue target.

REQUIREMENTS

• 5-7 years of experience in Market Research/Data Analysis/Retail
• Knowledge and familiarity with FMCG and/or Tech and Durables
• Fluency in Dutch and English
• People and project management skills
• Able to drive transformation and with an open mindset to embrace change