Job Description
Candidates must be currently located in the Greater Toronto Area (GTA)
As the Manager, Customer Success – Optics, you will be the primary point of contact for key clients in the North America vision care/optics and eyecare space, with focus on contact lenses. You’ll lead customer success initiatives to elevate the NIQ experience at key touchpoints of the customer journey, maximize retention, and support profitable growth.
This role is ideal for a client-focused, analytical professional with deep knowledge of the optics industry.
Responsibilities:
External stakeholders:
Independently manage relationships with clients
Lead onboarding and training for new customers in the market
Drive adoption (i.e. activation, reactivation and engagement) of gfknewron and NIQ platforms
Deliver insights in a clear and actionable format to support client decision-making
Build and present category review analyses to identify key market trends, growth opportunities, and competitive dynamics, using a consultative approach
Own end-to-end ad-hoc, scheduled, and proactive business issue analyses, ensuring a comprehensive and strategic approach from briefing to delivery
Act as a trusted advisor and thought leader in the optics and contact lens industry
Engage clients in order to measure NPS (Net Promoter Score) based on the service provided to them
Work with clients to identify priorities and quantify business opportunities using NIQ solutions, demonstrating clear ROI
Gather client and industry feedback to inform product teams of necessary improvements
Act as central point of contact for product related questions, such as methodology and quality
Find and build new user base for NIQ offerings
Identify leads for cross sell and upsell through servicing events
Help improve renewal rate by demonstrating clear business outcome and value
May engage and deliver insights to retailers, on limited occasions
Internal stakeholders:
Collaborate with global teams to align insights with broader strategies
Become the voice of the customer to relay its needs within different internal organizations (product, operations, quality, business intelligence)
Work closely with:
Account Development/Sales team to develop joint business plans, governance meetings, align on customer priorities, support at pre-sales and renewal stages
Product/panel management team, in order to support improvements and quality checks
Retail team, in order support their recruitment efforts and servicing, on occasion
Stay up to date on relevant knowledge, with deep understanding of NIQ platform and solutions
Collaborate with other business unit teams to identify opportunities for strategic assignments
Coordination and decision making of how to achieve client outcomes and organization goals, with intermediate complexity
May rely on support from managers when engaging senior client stakeholders or managing high complex situations and projects
Qualifications
Qualifications
5-8+ years of experience in customer success, consulting, market research, or product management in the optics, eyecare, or consumer goods sectors
Strong understanding of the North America vision care/contact lenses industry and retail landscape is desirable
Strong presentation and communication skills, client-centric approach
Analytical mindset, comfortable in developing insightful storytelling from large quantitative datasets
Experience working cross-functionally in a matrixed organization.
Flexible and open to work in a fast-paced, changing environment
Proactive and consistent engagement with multi-disciplined teams
Passion, dedication, and commitment
Eagerness to learn, open mindset, team spirit, and an entrepreneurial attitude
Willingness and ability to travel within the U.S. as needed
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 https://nielseniq.com/global/en/news-center/diversity-inclusion
