Consulting Director

The Customer Success Team Lead role is a senior leadership position responsible for driving client value realisation, retention, and growth through advanced quantitative analytics and customer success leadership across different client sectors in Singapore, while contributing to Customer Success strategy and capability development across APAC.

This role serves as a trusted senior adviser to complex, high‑value clients, translating data, measurement frameworks, and analytical insight into clear business outcomes—informing brand strategy, portfolio optimisation, pricing, performance measurement, and go‑to‑market decisions.

The role balances executive client advisory, Customer Success practice leadership, and commercial accountability, ensuring NIQ’s quantitative solutions consistently deliver measurable impact and long‑term client partnerships.

Key Responsibilities

• Serve as senior adviser to key clients, guiding strategic decisions across growth strategy, performance measurement, portfolio optimisation, and ROI tracking.
• Lead executive‑level client engagements and success reviews, ensuring insight is clearly linked to commercial and strategic outcomes.
• Own senior client relationships across Singapore and Malaysia, acting as the primary escalation point and strategic partner.
• Partner with Sales and Commercial leaders to influence renewals, expansions, and long‑term account growth strategies.

• Oversee the effective application of NIQ quantitative solutions, including tracking, panel data, advanced analytics, modelling, and performance metrics.
• Ensure analytical outputs are translated into clear narratives, dashboards, and decision frameworks that senior clients can act on.
• Set quality standards for insight interpretation, analytical rigour, and value realisation—not just data delivery.
• Promote thought leadership on measurement, analytics best practices, and data‑driven decision‑making internally and externally.

• Drive consistent Customer Success excellence across accounts: onboarding, adoption, value delivery, renewal readiness, and expansion identification.
• Establish and monitor success metrics, value KPIs, and outcome tracking aligned with client business objectives.
• Identify risk early and proactively implement success recovery plans to protect revenue and client satisfaction.
• Champion best‑practice Customer Success operating models, playbooks, and governance across markets.

• Lead and develop Quantitative Customer Success Managers, Leads, and Analysts across the region.
• Build strong analytical and commercial capability within the team, including data storytelling, consultative skills, and stakeholder influence.
• Drive structured capability uplift, talent development, and succession planning within the Customer Success community.
• Foster a culture of accountability, insight‑led thinking, and client impact.

• Partner closely with Sales, Analytics, Product, and Operations to deliver integrated, outcome‑focused client solutions.
• Collaborate with Singapore and APAC Customer Success leadership on standardisation, productivity, and transformation initiatives.
• Represent the CBI, Brand Customer Success function in regional forums, planning cycles, and strategic programmes.

• Support revenue retention and growth targets through strong client outcomes, expansion opportunities, and proactive consulting.
• Contribute to proposal development and solution design for complex or high‑value opportunities.
• Identify opportunities to scale Customer Success models, analytics packages, and value frameworks across markets.
• Strengthen NIQ’s reputation as a trusted analytics partner—not just a data provider.

• Bachelor’s or Master’s degree in Business, Economics, Statistics, Data Science, Marketing, Mathematics, or related field.
• 8–12+ years’ experience in quantitative research, analytics, insights, or customer success roles, with senior‑level leadership exposure.
• Proven track record in driving measurable client value, renewals, and growth through analytics‑led solutions.
• Strong expertise in quantitative methodologies, performance measurement, modelling, dashboards, and analytics interpretation.
• Experience managing complex, multi‑market clients within matrixed and multicultural organisations.
• Strong business acumen with the ability to link data outputs to commercial impact.

• Executive‑level client advisory and consulting presence
• Advanced quantitative and analytical expertise
• Customer Success leadership and value realisation focus
• Strategic thinking and commercial acumen
• People leadership, coaching, and performance management
• Cross‑functional collaboration and stakeholder influence
• Data storytelling and executive communication