Client Success Manager - Retail
2 d. temu

Job Description

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.

  • Retail partners vary in terms of sophistication levels; some are completely unsophisticated in how they use our data, whilst at the other end of the scale we have partners with integrated BI flowing through their business;
  • 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.

    Key Activities

  • Drive engagement and usage of retail gfknewron
  • Build prioritisation of partners based on available data and system capacity
  • Understand differing use cases across personas and the best methods of engagement
  • Create and execute client activation strategies in conjunction with the Partnership Program
  • Train and support local retail teams to ensure a high success rate
  • Engage in a broad range of client meetings to understand real questions and feedback
  • Deliver the strategic client and user number targets
  • Proactively engage with partners on new use cases, showcasing the value of the application and how it helps to get the job done
  • Be highly analytical and smart in developing client engagement exercises and training
  • Ensure active user base growth and returning users, and enable the switch off of localised or non-standard reporting
  • Support sales growth through conversion of existing revenue to platform delivery whilst generating new opportunities
  • Seek growth opportunities to expand the platform across the client footprint
  • Cross / upselling of GfK portfolio, always in line with client needs detected
  • Work closely with the Global Retail Platform Lead, providing feedback to support the overall development strategy
  • Ensure Retail partners understand that GfK is going digital
  • Skills & Experience required

    Client / Industry

  • Deep understanding of client organisations and the retail sector
  • Knowledge of the client’s business and industry context
  • Ability to create and sustain relationships at all levels (incl C-Suite)
  • Understanding of the varied needs, goals and decision drivers across client roles
  • Recognition of global variances; experience may not travel, willing to learn
  • Commercial skills

  • Ability to build lasting client relationships
  • Deep understanding of the value of GfK’s proposition and future potential
  • Liaison with GfK stakeholders for current and developing opportunities
  • Ability to identify revenue opportunities and support developing sales strategies
  • Project Management

  • Ability to translate requirements into specific action items
  • Lateral leadership to all GfK stakeholders to develop and deliver on vision
  • Effective operator in a matrix structure
  • Self / Personality

  • Communication / interaction skills / authority
  • Quick learner / adaptable / positive attitude
  • Client oriented attitude / willingness to go the extra mile
  • Pragmatic, identifies the path to get things done
  • Willing to challenge existing practices and processes
  • Intercultural competencies and sensitivity
  • Warmth / empathy / ability to build sustainable relationships
  • English (keynote / excellent orator)
  • Software skills / MS Office
  • Active listening" skill

    We are an ethical and honest company that is wholly committed to its clients and employees. We are proud to be an inclusive workplace for all and are committed to equal opportunity in employment which focuses on all of our employees reaching their full potential.

    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.

    We offer an exciting work environment that brings people together. We encourage an entrepreneurial and innovative spirit.

    We make use of the latest digital technologies. We are looking for self-starters, who accept challenges and create solutions.

    Can there be a better place to take center stage in the digital revolution? We are excited to get to know you!

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