Senior Manager, Industry Insights, Customer Success (Chinese language speaker) at Nielsen IQ in Kuala Lumpur Eco City

Job description

We are looking for an experienced Customer Success Leader (M6) to drive client growth, retention, and long-term partnerships across a portfolio of strategic accounts . In this role, you will lead a team of Customer Success professionals, build trusted relationships with senior client stakeholders, and collaborate across commercial, analytics, and product teams to deliver measurable business outcomes.  This is a leadership position for someone who enjoys combining people leadership, commercial strategy, and customer engagement to create value for both clients and the business. Lead Strategic Client Partnerships Build and maintain strong relationships with senior and executive client stakeholders. Act as a trusted advisor by understanding client business priorities and delivering meaningful insights and recommendations. Lead business reviews and strategic discussions that drive client success and long-term partnerships. Ensure clients realize value from our solutions and identify opportunities to expand engagement.   Drive Commercial Growth Own client retention and growth across a portfolio of strategic accounts. Partner closely with Sales and commercial teams to identify expansion opportunities and support revenue growth. Monitor account health and proactively address business risks. Support forecasting, account planning, and business growth initiatives.   Lead and Develop High-Performing Teams Manage, coach, and develop a team of Customer Success professionals. Foster a culture of accountability, collaboration, and continuous improvement. Support talent development, succession planning, and future leadership capability within the team. Drive employee engagement and team performance excellence. Deliver Customer Success Excellence Ensure consistent execution of Customer Success best practices across the team. Champion a customer-centric culture focused on value delivery and client satisfaction. Lead the resolution of complex client challenges and escalations. Drive operational efficiencies and continuous process improvements. Contribute to Business Strategy Develop account and portfolio strategies aligned with client and business objectives. Identify emerging market trends, risks, and opportunities. Partner with cross-functional teams to improve customer outcomes and business performance. Represent Customer Success in leadership discussions and key strategic initiatives. 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 re