Customer Service Manager

Job Description

The Customer Service Manager will play a crucial role in delivering NIQ Brandbank services to their CPG Retailer client (or clients), ensuring their satisfaction, and driving their success.

This role requires a proactive, detail-oriented professional who can work cross-functionally within the business and collaborate closely with the Account Executive to serve our clients effectively.

Your first priority will be owning the delivery of services to clients, both business as usual ongoing deliveries as well as specialist projects.

You will have additional reporting and client engagement responsibilities to support the Account Executive for this Account.

You will lead regular client touchpoints to review Brandbank deliverables and become a Subject Matter Expert to support your client both day to day and strategically.

As the primary point of contact for your client or clients, you will be responsible for engaging an existing network of key stakeholders, as well as expanding our network to develop the relationship further.

You will be expected to achieve a high level of Customer Satisfaction and contribute to the overall growth of your retail accounts by supporting your Account Executive.

Responsibilities :

• Client Relationship Management :
• Serve as the primary point of contact for assigned clients, ensuring their needs are met and issues are resolved promptly.
• Develop and maintain strong, long-lasting client relationships.
• Conduct regular check-ins and reviews with clients to ensure satisfaction and identify areas for improvement.
• Coordinate and host regular touchpoints and business review sessions, both virtually and in person
• Maintain key account plans for your client or clients, complete with stakeholder matrix, key client deliverables and any challenges to ensure client remains in green status and is an advocate for NIQ Brandbank
• Service Management :
• Oversee the delivery of services to clients, ensuring high-quality and timely execution.
• Manage with full autonomy, retailer services tasks related to specific products / services and all our core products and services via, email, phone and / or face to face.
• Coordinate with internal teams - particularly operational - to ensure resources are aligned to meet client needs.
• Monitor service performance metrics and implement improvements as needed.
• Cross-Functional Collaboration :
• Work closely with the Account Executive to understand client objectives and develop strategies to achieve them.
• Collaborate with various departments, including Sales, Product, Operations and Support, to ensure a seamless client experience.
• Communicate client feedback and insights to internal teams to drive product and service enhancements.
• Working closely with the Account Executive to identify and achieve objectives (revenue or otherwise).
• Customer Success Initiatives :
• Identify opportunities to upsell or cross-sell additional products and services to clients.
• Develop and implement customer success plans tailored to each client’s unique needs and goals.
• Provide training and support to clients on the effective use of our products and services.
• Reporting and Analysis :
• Track and report on key customer success metrics, such as customer satisfaction, retention, and account growth.
• Prepare regular reports for management on client status, issues, and overall satisfaction.
• Manage suite of client facing reports tracking against KPIs

Qualifications : Qualifications

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field.
• Proven experience in a customer success, account management, or related role.
• Strong interpersonal and communication skills.
• Ability to work independently and as part of a team.
• Excellent problem-solving and analytical skills.
• Proficiency in CRM software and Microsoft Office Suite.
• Strong organizational skills and attention to detail.

Preferred Qualifications :

• Experience in the Grocery / Data / eComm sector.
• Demonstrated success in managing multiple clients and projects simultaneously.

Additional Information

1. You may be asked to undertake additional duties to those above, either on a temporary or permanent basis, which the Company reasonably believes you are capable of carrying out, or for which you will be trained.

2. Relevant professional, ethical and health and safety standards apply to this role.

3. This is a client facing role and as such you are expected to visit the client on site in New Jersey on a regular basis.

Our Benefits

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

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

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce.

We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products.

We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity / Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center :