Customer Success Manager

Why this role

This role is supporting the In-store solution – Snooper – helping FMCG, Liquor and Tech players get real-time visibility and in-store data on their execution.

This role goes beyond traditional customer success by combining analytics, business consulting, and executive-level storytelling to drive measurable in-store impact, while offering rare access to senior leaders across FMCG, pharma, tech, and liquor to build a deep understanding of how brands win in retail.

Job Description

Location: Remote, Australia

Status: Fully remote – 5-10% travel to clients offices or internal team meetings

As a Senior Consultant, 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’, prioritising our campaign pipeline, defining KPIs to track, supervising our team of Engagement Managers 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. As part of your daily duties, you will oversee our clients’ campaigns from start to end.

Responsibilities

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.
  • Own the development of high-impact presentations (storyline, structure, visualization, and executive summary) tailored to FMCG and retail senior stakeholders.
  • Act as a trusted advisor / insight consultant to clients by proactively identifying opportunities, framing recommendations, and guiding decision-making based on data.
• Project 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. You will have to coordinate cross-functionally to bring 'the best of Snooper' to our clients. You will be responsible for ensuring the quality, accuracy, and consistency of our data to maximize client satisfaction.
• Business development: actively build industry relationships, understanding client needs in detail and being willing to go the extra mile to create value for our clients. As Consultant, you will have a key role to play in client satisfaction and recontracting.
• Culture: contributes to a high-performing, dynamic and engaged culture with your creative ideas, attitude, and desire to make an impact.
• People management: demonstrate leadership for up to 5 reports (engagement managers) 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 Snooper.

Qualifications

• Bachelor and or master’s degree in business or in a related discipline.
• 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.
• Advanced ability to analyze and manipulate data in Excel (e.g., pivot tables, lookups, data structuring, scenario modelling).
• Proven track record of building client-ready, executive-level PowerPoint presentations with a clear storyline and strong data visualization.
• Strong consultative mindset: able to move beyond reporting to deliver actionable recommendations and strategic guidance.
• 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.
• Ability to thrive in a fast-paced and regularly changing environment, juggling with multiple stakeholders and projects.
• Very well structured, organized and ability to multitask as you will be responsible for multiple client campaigns running in parallel as well as the management of your team members.
• Great sense of ownership, personal drive, and autonomy.
• Caring deeply about people, team, and culture.

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.  

Additional Information

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.