The Senior Manager – Customer Success (Retail Executive) will act as a strategic partner to key retail clients across the region. The role focuses on delivering a seamless, analytics-driven client experience, leading high-impact engagements, and strengthening long-term partnerships. This position oversees major strategic retailers and supports multi-market needs across MEA.
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Key Responsibilities
Client Leadership & Strategy
- Act as senior relationship owner for key retail clients, managing executive-level engagement. Own client management and communications.
- Identify and engage senior stakeholders across client organizations. Build client relationships and identify sales opportunities.
- Partner with Account Directors to define and execute strategic service direction and support renewal.
- Lead Joint Business Planning (JBP) with clear objectives and measurable success metrics.
- Lead onboarding and transformation processes.
Value Delivery & Client Excellence
- Lead Quarterly Business Reviews (QBR/Thought Leadership) and Top to Top client reviews.
- Drive client satisfaction through structured NPS programs and proactive service governance.
- Collaborate with cross-functional teams to ensure best-in-class delivery.
- Serve as the single point of ownership for escalations and governance.
Growth & Commercial Impact
- Identify and convert growth opportunities based on client needs and the company's portfolio.
- Elevate partnership opportunities and manage strategic communications.
- Mentorship and coaching of internal teams to generate leads and expand partnerships, providing guidance based on their own experiences and success.
- Support renewals, RFPs, and commercial proposals.
- Demonstrate ownership of revenue growth and pipeline health.
- Encourage participation in cross-functional projects that involve other departments to foster broader understanding and collaboration.
Insights Leadership & Thought Partnership
- Develop deep expertise in client business models and strategic priorities.
- Deliver thought leadership using the company's data and analytics.
- Translate insights into actionable strategies. Drive usage of the company's approved AI tools for faster turnaround.
- Identify opportunities to expand Retail advanced analytics adoption.
Operational Excellence & Governance
- Lead client onboarding and ensure seamless integration of services.
- Establish governance frameworks and communication cadence.
- Ensure clarity in delivery standards, KPIs, and expectations.
- Drive continuous improvement in processes and engagement models.
Requirements
- 8-12 years of experience in CPG, retail, market research, or analytics-driven roles. Prior experience with the company or GfK is required.
- Strong experience managing regional/global retail accounts.
- Deep expertise in analytics solutions (POS, Panel or SA&I).
- Proven track record in senior stakeholder management and complex client leadership.
- Strong consultative mindset and strategic problem-solving skills.
- Demonstrated success in revenue growth and client expansion.
- Experience with JBP, NPS, and value-based selling.
- Excellent presentation and storytelling skills.
- Ability to lead cross-functional teams in a matrix environment.
- Master’s degree (MBA preferred).
Important Note
This role is only intended for candidates who are already living and based in the UAE.
