Customer Success is increasingly important to GfK as we move into a platform environment. In addition, the key aim of the Retail division in GfK is enhancing the value exchange through the Partnership Program.
even in these cases the retailers are more used to disconnected solutions from GfK. Simultaneously, our local retail teams are familiar and comfortable servicing through the old model and must go through a change curve as gfknewron gains retailers and retail users.
Local team structures, roles and ways of working will change as we evolve into the new world.
The Client Success Manager, Retail (CSM)is pivotal for the implementation and success of the go-to-market of gfknewron to retailers, alongside other new global solutions.
As we transition, we must maintain our ongoing value proposition and sales. We will have retailers at different positions at the same time, early adopters, triallists & fully live.
Subscription modules will become available, and these must be seamlessly integrated into our business model and ways of working.
The CSM will initially focus on driving user acquisition and activation, working with the local and regional teams servicing the partners identified for rollout at that time.
As partners progress on the platform the role is also about driving commercial value; helping both local teams and retailers themselves to engage with this.
Generating new leads and providing retail colleagues with opportunities to cross and upsell additional services is important.
The role requires a firm understanding of the TCG industry as well as the retailers themselves, along with the ability to lead through the matrix structure.
Local teams must be equipped with the knowledge and tools required to grow customer intimacy through regular engagement.
The CSM reports directly to the VP Global Retail and the role sits within the Global Retail organisation.
Skills & Experience required
Client / Industry
Self / Personality
Active listening" skill
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At GfK we work collaboratively with our colleagues but offer a flexible working approach, including dividing our time between office & remote working as well as the opportunity to flex our working hours around team core hours.
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