Manager, Customer Success, FMCG

Job Description

About this job

• When you walk into a store or go online and see a wide array of products, do you ever get curious about who the shoppers are and what they are buying
• When you see a new product in the market for the first time, do you think it will be a success or failure
• Do you have an inquisitive mind and want to be an integral part of the most trusted source for retail and consumer intelligence globally

At NIQ Hong Kong, you can help our CPG (Consumer Packaged Goods) manufacturers and distributors understand the answers to these critical business questions and advise on their strategies going forward.

Responsibilities

• Serves as the relationship owner within Customer Success to manage client relationships and execute critical communications in Hong Kong Market
• Builds a network of effective and meaningful relationships at all levels to maximize business opportunities

• Leads Joint Business Plan process and is accountable for identifying and aligning customer objectives, defining, and tracking success, defining strategic service delivery elements of Joint Business Plan and customer ways of working, and collaborating with other commercial functions to incorporate analytic and data quality elements into Joint Business Plan

• 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 the NPS process, frequently and consistently reviewing success metrics and client satisfaction, and reviewing quality, escalation, and coverage to ensure client satisfaction is maximized

• Leverages existing NIQ tools to advance Customer business objectives through strategic thought leadership and flawless execution
• Responsible for identifying opportunities through day-to-day engagements and handing off opportunities to Account Development to pursue
• Acts as Voice of Customer ensuring client needs are being met by the appropriate teams - whether this is data quality escalation or a reporting need
• Representing client as the leader in the company and make sure client satisfaction in different aspect.

Qualifications

Qualifications

• Candidate must possess at least a university degree
• Minimum 6 years of working experience in Consumer Goods/FMCG/Market Research industry. Focus on Data Analytics and Account Management roles
• Strong analytical mindset and excellent numerical skills
• An effective communicator with the ability to interpret and present actionable insights through storytelling
• Strong planning and excellent servicing skills
• Experience working with clients and can design solutions to solve business issues
• Experience working with C-level clients is a plus
• Demonstrate Consulting style of working
• Excellent command of written and spoken Chinese and English. Excellent cantonese is a must Mandarin will be a plus

Additional Information

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

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