Senior Manager, Industry Insights, Customer Success (Chinese language speaker)

Job Description

The Customer Success Manager (M6) is responsible for leading a team of Customer Success professionals while managing strategic client relationships to drive retention, revenue growth, client satisfaction, and operational excellence. This role serves as a trusted advisor to key clients, ensuring NIQ solutions deliver measurable business impact and that teams consistently exceed client expectations.

The position combines leadership, commercial accountability, client engagement, talent development, and execution excellence to achieve market and organizational objectives.

Client Leadership & Relationship Management

• Build and maintain executive-level relationships with key client stakeholders.
• Act as a trusted advisor by understanding client business priorities and translating them into actionable insights and solutions.
• Lead strategic business reviews and executive engagement plans.
• Drive customer retention and identify opportunities for account expansion and cross-selling.
• Ensure consistent delivery of NIQ value stories and thought leadership.

Commercial Growth

• Own portfolio revenue retention and growth targets.
• Partner with Sales and Commercial teams to identify and close growth opportunities.
• Monitor client health scores and proactively mitigate business risks.
• Lead client recovery or win-back initiatives where required.
• Support forecasting, pipeline management, and account planning activities.

Team Leadership

• Lead, coach, and develop a team of Customer Success Managers and Analysts.
• Establish performance expectations and accountability measures.
• Conduct regular coaching sessions and performance reviews.
• Foster a culture of collaboration, innovation, and continuous improvement.
• Develop succession plans and talent pipelines within the team.

Customer Success Excellence

• Ensure consistent execution of NIQ Customer Success frameworks and best practices.
• Drive adoption of standardized client engagement models.
• Monitor service quality metrics and client satisfaction measures.
• Lead escalation management and resolution of complex client issues.
• Promote operational efficiency and process improvements.

Strategic Planning

• Develop annual account strategies aligned with client business objectives.
• Lead portfolio reviews and executive reporting.
• Identify emerging market trends and recommend proactive actions.
• Partner with cross-functional teams to improve client outcomes.

Stakeholder Management

• Collaborate with Commercial, Analytics, Operations, Insights, and Product teams.
• Influence senior stakeholders internally and externally.
• Represent the Customer Success organization in leadership discussions and strategic initiatives.

People Management Responsibilities

• Directly manage customer success team members.
• Recruitment and onboarding of new talent.
• Career development planning and mentoring.
• Workforce planning and resource allocation.
• Diversity, equity, and inclusion leadership.

Qualifications

• Bachelor's degree in Business, Marketing, Economics, Analytics, Statistics, or a related field. Master's degree is an advantage but not required.
• 8 to 12+ years of experience in Customer Success, Client Services, Market Intelligence, Insights, Consulting, FMCG, Retail Measurement, Technology, or related industries.
• At least 3 to 5+ years of people leadership experience.
• High Mandarin (mandatory) Proficiency level, to support China Market.
• Prefer candidate with experience working with China market, able to understand local client requirements.
• Proven experience managing strategic client relationships and partnering with senior stakeholders to drive business outcomes.
• Prior leadership experience with a track record of coaching, developing, and leading high-performing teams.
• Strong commercial acumen with experience supporting client retention, account growth, renewals, or revenue expansion initiatives.
• Excellent stakeholder management and communication skills, with the ability to engage and influence senior decision-makers.
• Good analytical skill. Able to translate data, insights, and market trends into clear business recommendations and value-driven conversations with clients.
• Experience working cross-functionally with commercial, analytics, operations, product, or consulting teams to deliver client success.
• Strong problem-solving, prioritization, and strategic thinking skills, with the ability to manage multiple stakeholders and business priorities in a fast-paced environment.
• Experience in consumer intelligence, retail measurement, market research, SaaS, analytics, technology, or consulting environments will be highly advantageous.

Additional Information

Our Benefits

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

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

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

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

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 https://nielseniq.com/global/en/news-center/diversity-inclusion

Company Description

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.