Customer Success Manager (FMCG)

Wiser Solutions, a global leader in Commerce Execution SaaS, offers top-tier intelligence and execution tools for retailers and brands. Our mission is to enable brands, retailers, and retail channel partners to optimize pricing, marketing, and operations both in-store and online. Our globally available Commerce Execution Suite includes the Snooper App, an award-winning crowdsourcing solution for retail execution that automates in-store data collection, so our customers are empowered with live data to make better-informed decisions around pricing, product assortment, and promotional activity.

Work Location Requirements

This position is hybrid requiring two days (Mondays and Thursdays) on-site in our Sydney office.

About the Role

As Senior Customer Success Manager, you will be responsible for the successful delivery of our clients’ campaigns.
You will be managing client relationships and guaranteeing successful customer campaign delivery by providing answers to key business questions around promotional activities, category, range, and overall retail strategy. You will act as a ‘maestro’, prioritizing our campaign pipeline, defining KPIs to track, supervising our team of consultants and data reviewers, and delivering actionable insights based on data collected by our crowd.
You will play a central role in our Go-To-Market team, guaranteeing you exposure to our most strategic topics and will be working hand in hand with the sales, community management and tech teams.
If you have a deep understanding of the key sales drivers of the FMCG and Retail industry, a flair for relationship management, an analytical mind and thrive in a fast-paced environment, then this role is for you.

Essential Functions

As part of your daily duties, you will oversee our clients’ campaigns from start to end. This includes:

• Client management: manage your own portfolio of clients; build and maintain positive working relationships with senior client stakeholders.
• Analytics and Insight generation: able to answer clients' strategic questions based on the data captured by our crowd, including both defining the way we collect the data and performing the analytical work required to extract and storyline valuable insights for top tier FMCGs and retailers.
• Project management and delivery: able to juggle multiple complex project requirements to positively impact the P&L of each campaign. You will be monitoring campaign progress and results and take appropriate actions to meet client deliverables and deadlines. Your role will involve leading cross-functional teams and collaborating closely with the operations team to deliver exceptional results. By maintaining the highest standards of quality, accuracy, and consistency in our data, you will play a crucial role in maximizing client satisfaction and demonstrating the full capabilities of Wiser.
• Business Development & Growth: You will play a crucial role in ensuring that client expectations are not only met but exceeded. This involves not just maintaining strong relationships, but also proactively identifying opportunities to expand our partnership with each account across new business units, markets, and solutions. Your role requires strategic thinking and exceptional relationship-building skills. As the Customer Success Manager, you will be pivotal in driving client satisfaction and securing recontracting by leveraging these opportunities for growth and collaboration.
• People management: demonstrate leadership for 5 direct reports in Sydney and supervision of our remote data reviewing team. You will be providing day-to-day support, managing career conversations, and championing your team's career progression within the company.

• Bachelor and or master’s degree in business or in a related discipline.
• Must have Full-time and long-term working rights
• Must have Relevant Experience in FMCG or Consulting.
• Excellent business sense and strong analytical skillset to help our clients extract the best insights from the data collected by our Snoopers.
• Knowledge and experience interpreting qualitative and quantitative data sets and deriving relevant insights to solve commercial problems.
• A strong business development and commercial mindset.
• Excellent client leadership capability and confident presentation skills.

Who you are

• Strong analytical mindset and ability to think ‘outside the box’.
• Strong customer orientation and sense of empathy (prior customer service positions are a plus).
• Ability to communicate clearly and effectively (cross-team or customer communication experience is a plus).
• Business acumen and strategic thinking.
• Strong follow-through, organizational abilities, and time management skills.
• High degree of attention to detail and self-accountability.
• Demonstrated ability to manage multiple large responsibilities simultaneously, including a team.
• Can-do, positive, and team-oriented attitude.
• Caring deeply about people, team, and culture

Other Duties - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO STATEMENT - Wiser Solutions, Inc. is an Equal Opportunity Employer and prohibits Discrimination, Harassment, and Retaliation of any kind. Wiser Solutions, Inc. is committed to the principle of equal employment opportunity for all employees and applicants, providing a work environment free of discrimination, harassment, and retaliation. All employment decisions at Wiser Solutions, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, national origin, family or parental status, disability, genetics, age, sexual orientation, veteran status, or any other status protected by the state, federal, or local law. Wiser Solutions, Inc. will not tolerate discrimination, harassment, or retaliation based on any of these characteristics.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.