Client Manager - Insights Tech & Durables - Optics

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