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

NielsenIQ•Toronto, ON

8d•CA$68,500 - CA$88,000•Hybrid

About The Position

At NielsenIQ, we collaborate with prominent drink businesses and iconic brands to illuminate the factors influencing their performance and the consumer and market dynamics at play. As the premier source for integrated consumer insight and market measurement, we empower our clients' growth strategies. The Client Success & Insights Manager (CSIM) partners closely with leading Canadian drink brands to facilitate more informed decision-making. The CSIM manages a portfolio of globally recognized clients in Canada, cultivating and maintaining robust, long-term relationships with key stakeholders and decision-makers. This role is pivotal in driving business growth through exceptional client management and nurturing client relationships to achieve retention and renewal targets. As an authority on both the market and NIQ's service offerings, the CSIM identifies, proposes, up-sells, and implements suitable projects or solutions to surpass client ROI and service expectations. Furthermore, the CSIM plays a vital role in advancing broader business knowledge and demonstrating how the Canadian market can support NIQ's strategic business implementation, sharing localized insights to enhance 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.