Bilingual (English/French) Associate Client Success & Insights Manager - 18 Month Contract

NielsenIQ•Toronto, ON

1d•CA$68,500 - CA$88,000•Hybrid

About The Position

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 Associate 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.

Requirements

Strong experience using and interpreting data to build actionable insights.
On Premise, BevAl or CPG industry experience.
Fluent bilingual (English/French) skills.
Stakeholder/Client Management experience.
Result-oriented, proactive and determined approach with a ‘can do’ attitude.
Post secondary degree.

Responsibilities

Manage the delivery of all reporting & database developments with all internal & external stakeholders attending milestone meetings throughout each month.
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.
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.
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.