Job Description
Pay Range - $68.5 -88K CAD
This posting is for a current vacancy to fill an 18 month contract role
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
At 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 client’s growth.
The Client Success & Insights Manager (CSIM) works closely with many of Canada’s 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 NIQ's suite of services, the CSIM identifies, proposes, upsells & implements the most appropriate projects or solutions in order to exceed our client’s 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 NIQ's business strategy. Demonstrating localised insights to support wider team knowledge and growth.
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 QBO’s
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 complete service offering, & confidently promote NIQ services vs competitor alternatives
Prepare & deliver top quality presentations triangulating NIQ services to provide best in class insights
Gain regular client feedback on all aspects of service, feeding back to CS Director in order to inform ongoing client strategy
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 NIQ 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 by NIQ’s 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
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Strong experience using and interpreting data to build actionable insights
On Premise, BevAl or CPG industry experience
Fluent bilingual (English/French) skills
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Stakeholder/Client Management experience
Result-oriented, proactive and determined approach with a ‘can do’ attitude
Post secondary degree
Additional Information
Our Benefits
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Flexible working environment
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Volunteer time off
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LinkedIn Learning
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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 NIQ’s 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 NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/
About NIQ
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.
For more information, visit NIQ.com
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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 https://nielseniq.com/global/en/news-center/diversity-inclusion
