Customer Success Manager – Digital Shelf, ANZ
Job Description
As online continues to grow across Australia and New Zealand, strong digital shelf execution is increasingly critical for FMCG brands.
NIQ Digital Shelf helps brands understand and improve how their products perform across key online retailers, including availability, search performance, content, retail media, pricing and promotions, and ratings and reviews.
As our Customer Success Manager, Digital Shelf ANZ, you will partner with leading FMCG manufacturers to turn Digital Shelf data into action, improve online execution and connect performance with commercial outcomes.
You will help brands understand how Digital Shelf execution impacts sales and where action can create the greatest value.
You will also work closely with NIQ's product and technology teams as the shopper journey evolves through Agentic AI, shopper assistants and conversational commerce.
Client Partnership and Insights
• Build strong relationships across e-commerce, sales, category, marketing and digital teams.
• Understand client priorities and develop clear success plans and measurable use cases.
• Help clients optimize performance across availability, search, content, retail media, pricing and promotions, and ratings and reviews.
• Connect Digital Shelf execution with sales performance to identify lost sales and growth opportunities.
• Turn complex data into clear, actionable recommendations.
• Lead regular client reviews focused on performance, opportunities and next actions.
Customer Success and Adoption
• Lead onboarding and ongoing enablement to drive strong platform adoption.
• Build client roadmaps aligned to key commercial priorities.
• Act as the voice of the client internally, working with Product, Data, Sales and regional teams.
• Maintain clear account and stakeholder plans to support long-term client value.
Innovation and Future Commerce
• Help clients understand how AI and emerging technologies are changing online shopping.
• Partner with NIQ's product and technology teams on new capabilities across Agentic AI and conversational commerce.
• Help clients understand share of conversation, product recommendations and discoverability within AI-driven shopping experiences.
Commercial Partnership
• Own retention and renewal planning across your portfolio.
• Identify expansion opportunities across additional capabilities, retailers, markets and use cases.
• Partner with commercial teams to support growth across the ANZ Digital Shelf business.
How Success Will Be Measured
• Client value and adoption: Strong usage, measurable use cases and evidence that insights are driving action.
• Commercial growth and retention: Strong client relationships, proactive renewal planning and expansion across capabilities, retailers, markets and use cases.
• Strategic account development: Clear account plans, client roadmaps and stakeholder engagement.
Requirements
Function: General Business
Experience Level: Mid-Senior Level