Job Description
Join NielsenIQ as a Senior Manager, Customer Success Retail Lead and drive transformative value for our retail partners. In this strategic leadership role, you'll orchestrate comprehensive customer success plans that maximize ROI and accelerate growth for key retail accounts. You'll lead a dedicated team of customer success professionals while collaborating cross-functionally with sales, product, and analytics teams to align client objectives with NielsenIQ's innovative solutions. Your expertise in retail market dynamics and customer-centric strategies will position you as a trusted advisor, helping retailers navigate market complexities and leverage data-driven insights to outperform competitors. This position offers the opportunity to shape the future of retail intelligence while building lasting partnerships that redefine industry standards.
Responsibilities
- Develop and execute strategic customer success plans for top retail clients, ensuring maximum adoption and value realization
- Lead, mentor, and develop a high-performing customer success team through targeted coaching and performance management
- Collaborate with sales and product teams to identify growth opportunities and align solutions with client business objectives
- Monitor customer health metrics, proactively address churn risks, and implement retention strategies
- Translate client feedback into actionable insights for product enhancement and service delivery improvements
- Build and maintain executive-level relationships with key retail stakeholders across the Philippines
- Drive customer loyalty through personalized engagement, strategic account planning, and exceptional service delivery
Qualifications
- Bachelor's degree in Business, Marketing, or related field (Master's preferred)
- Minimum 8+ years in customer success, account management, or retail industry leadership
- Proven experience managing and developing high-performing teams in B2B environments
- Strong analytical skills with ability to interpret retail market data and client performance metrics
- Expertise in CRM platforms (Salesforce, HubSpot) and customer success methodologies
- Deep understanding of Philippine retail landscape and consumer behavior trends
- Exceptional communication, negotiation, and stakeholder management skills
- Track record of exceeding customer retention and growth targets in competitive markets