Customer Success Manager

The opportunity

We're helping more FMCG customers than ever achieve impact and influence with their trading partners, and I’m looking for an ambitious high-performer to join us and guide our customers towards success!

With an immediate start, this is a splendid opportunity for someone with a passion for shopper insights to come in and take real ownership from day one.

You’ll be a strategic partner to your customers, supporting them to put shoppers at the heart of their strategies while maximizing the value of their Shopper Intelligence subscription. You'll define and lead deliverables, and engage with their teams to ensure shopper insights are a fundamental ingredient in their success.

You’ll become an expert in the Shopper Intelligence methodology, making powerful recommendations that help your clients win buy-in from their trading partners, and guide them to the proof points they need to increase their influence in business planning, range reviews, innovation discussions, and much more.

You’ll enjoy the variety of agency life and relish the chance to connect with a diverse range of stakeholders across many different businesses and functions. Great communication, drive for results, and planning skills will be key enablers for you and will help you feel at home in this high-performing team.

What you'll get back is a high degree of autonomy and flexibility while working 1-2 days a week from our base in Brookvale, NSW, behind Westfield Warringah Mall.

You'll have the chance to develop your industry network, hone your customer management skills, and put your innovative ideas on the table from day one.

You aren't a data analyst; you're a commercial storyteller who uses our insights to win.

The company

Shopper Intelligence ANZ is a global quantitative measurement research program based on a massive database of shopper interviews covering all major categories and retailers in the grocery, pharmacy, and liquor sectors.

We enable retailers and manufacturers to work more effectively together, collaborate more seamlessly, and grow more effectively together with shoppers at the heart of their strategy.

Our program is objective and benchmarked, and it shines a light on what shoppers want in a way no other source can match.

Dozens of our customers return to Shopper Intelligence for support year after year because we stand for more than just data. We provide the proof points they need to influence decisions and get buy-in when it matters most.

How you add value (your main responsibilities)

Customer relationship management & commercial development

• Cultivate and manage comprehensive relationships with key accounts in Australia and New Zealand
• Prioritise understanding and fulfilling their unique business needs
• Strive to make Shopper Intelligence an integral part of clients' strategic planning

Insight generation & reporting

• Collaborate with clients to define clear, actionable briefs and agree on deliverables that drive value
• Lead the insight creation process, presenting the “so what” with impact and influence
• Champion innovation, spearheading initiatives to enhance the relevance and impact of our insights

Project leadership

• Oversee critical business initiatives, setting clear objectives, timelines, and milestones to ensure success
• Foster collaboration across teams, coordinating resources effectively to deliver on project goals while proactively addressing challenges and seizing opportunities

Your skills and experience

• Experience within market research, category management or insights
• Experience in the retail or consumer goods industry
• Strong ability to derive relevant actions from data
• Excellent written and verbal communication skills to make recommendations to clients
• Track record of building and developing strong relationships with stakeholders
• Proficient with Microsoft Office suite
• Bachelor’s or Master’s degree in Business, Marketing, or a related field is an advantage

The process

We want this to be right for you and for Shopper Intelligence, so we have a process in place designed to allow both parties to learn about one another.

Phase one – shortlisted candidates will be invited to submit a short 3–5 minute recorded video, sharing some important context about their experience and their application.

Phase two – successful candidates will have the opportunity to engage with real Shopper Intelligence data through an inbox exercise and a short mini presentation.

Phase three – the final stage offers an opportunity to meet our MD and talk through the Shopper Intelligence values: Excellence | Achieving Life’s Goals Together | Innovation | Collaboration