India Customer Success Leader

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 two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered through advanced analytics and state-of-the-art platforms—NIQ delivers the Full View™.

NIQ operates in 100+ markets, covering more than 90% of the world’s population. For more information, visit https://www.niq.com.

Job Description

India Customer Success Leader

Location: Gurgaon/ Mumbai

The Role

We are seeking a transformational Customer Success & Consulting Leader to drive strategic growth, customer value realization, and executive engagement across NielsenIQ’s FMCG and Technology & Durables businesses in India. This leader will define and execute the customer success strategy, build deep C-suite relationships, and position NIQ as a trusted strategic partner for some of India's leading organizations.

The successful candidate will combine strong commercial acumen, consulting expertise, customer leadership, and people management capabilities to accelerate growth, strengthen client partnerships, and deliver measurable business outcomes. They will serve as the voice of the customer internally while influencing strategic decisions across Commercial, Product, Analytics, Data Science, and Operations teams.

This highly visible leadership role offers the opportunity to shape a future-ready Customer Success organization, foster a culture of collaboration and excellence, and influence the future direction of NielsenIQ's customer engagement model

Key Leadership Accountabilities

Strategic Customer Leadership

• Build and manage strategic relationships with C-suite executives across key customer accounts, positioning NIQ as a trusted advisor and growth partner for both the verticals.
• Act as the voice of customers within NielsenIQ, ensuring customer priorities are reflected in product innovation, business planning, and service delivery strategies
• Lead customer transformation conversations, connecting market intelligence, analytics, and insights to measurable business outcomes.  Drive customer adoption, value realization, retention, and long-term partnership growth.
• Serve as the executive escalation point for critical customer opportunities and challenges.

Drive Commercial Growth

• Drive a disciplined account growth strategy by identifying whitespace opportunities, expanding strategic partnerships, and accelerating cross-sell and upsell initiatives.
• Partner closely with Commercial, Product, Pricing, and Operations teams to unlock sustainable growth and maximize customer lifetime value.
• Influence revenue growth by aligning customer priorities with NIQ capabilities and innovation roadmap.
• Create a scalable framework for value-based customer engagement that strengthens loyalty and accelerates growth.

Lead a High-Performing Organization

• Inspire, align, and empower a high-performing Customer Success and Consulting organization to achieve ambitious growth and customer impact objectives.
• Develop future-ready capabilities and a strong leadership pipeline through coaching, talent development, mentoring, and succession planning.
• Foster a culture of collaboration, accountability, innovation, customer centricity, and excellence.
• Drive organizational effectiveness through clear governance, workforce planning, resource allocation, and fit-for-purpose operating models.
• Champion employee engagement, inclusion, and continuous learning to build a best-in-class Customer Success function.

Shape Cross-Functional Strategy

• Influence strategic priorities and decisions across Commercial, Product, Data Science, Engineering, Operations, and Analytics teams to deliver integrated customer outcomes.
• Translate customer needs and market opportunities into clear priorities for business planning, solution development, and service innovation.
• Lead cross-functional initiatives that improve customer experience, operational excellence, solution adoption, and overall business performance.
• Establish strong alignment and accountability across functions to ensure consistent execution against strategic customer commitments.
• Contribute customer and market perspectives to NielsenIQ’s broader India business strategy and innovation agenda.

Establish Customer Success Excellence

• Define and institutionalize Customer Success methodologies, performance standards, governance mechanisms, and operating rhythms across the organization.
• Build differentiated and scalable customer engagement models based on customer needs, strategic value, and growth potential.
• Establish a disciplined approach to measuring customer health, adoption, value realization, satisfaction, retention, and growth.
• Leverage customer insights, market intelligence, and performance data to proactively identify risks, resolve barriers, and unlock growth opportunities.
• Drive continuous improvement across customer experience, service quality, consulting effectiveness, and operational efficiency.
• Embed best practices and capability-building programs that strengthen Customer Success maturity and deliver consistent customer outcomes.

What Success Looks Like

The successful leader will:

• Elevate NielsenIQ's strategic position with key customers
• Increase customer retention, advocacy, and lifetime value
• Accelerate revenue growth across existing customer portfolios
• Strengthen executive-level customer relationships
• Improve Net Promoter Scores (NPS) and customer satisfaction metrics
• Build a highly engaged and high-performing team
• Drive greater adoption of NielsenIQ's analytics, measurement, and consulting solutions
• Create a scalable and future-ready Customer Success organization

Why This Role?

This is not a traditional Customer Success leadership position.

It is an opportunity to lead a strategically important function at the intersection of customer growth, consulting, analytics, and commercial strategy. You will shape how some of the world's leading brands leverage data and insights to make critical business decisions while building a high-performing team and influencing the future direction of NielsenIQ's customer engagement model.

Qualifications

• 12+ years of progressive leadership experience across Customer Success, Consulting, Consumer Intelligence, FMCG, Retail, Analytics, Professional Services, or related industries.
• Proven track record of leading large customer-facing teams, driving customer outcomes, and delivering sustainable business growth.
• Demonstrated success building strategic client partnerships and influencing C-suite stakeholders.
• Strong commercial mindset with experience identifying and converting growth opportunities through expansion, cross-sell, and value-based engagement.
• Strong understanding of how data, analytics, insights, and measurement solutions drive business performance and customer outcomes.
• Experience working with FMCG clients and a strong understanding of the consumer goods landscape will be a distinct advantage.
• Experience in market research, consumer intelligence, data-driven consulting, or value-based solution selling is preferred

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

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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