VP, Client Success

Location: Wayne, NJ

Department: Client Services

Type: Full Time

Min. Experience: Executive

Here’s a sneak peak into your future:

ICC/Decision Services is a growing customer experience insight organization. We work with some of the globe’s leading consumer packaged goods companies, agencies and retailers. In business for over 30 years, we are proud of our past, but even more excited about our future. Some of our current clients include Albertsons, Foot Locker, Walmart, CVS and Coach. We are currently seeking a client success executive to manage several specialty retail and apparel clients. Now is the time to join our entrepreneurial, team-oriented culture and leverage your deep customer experience insights knowledge and marketing research industry experience to actively manage and grow client relationships as our VP, Client Success.

In this career-defining role you’ll actively manage retail shopper insight projects and build strong client relationships, project manage their shopper insight initiatives, identify new business development opportunities, mentor a small growing team, and creatively translate program data into a story and make actionable client recommendations. When you join our team you’ll immediately dive right in and work cross functionally with our internal team to implement and manage customer experience projects for an assigned client list of regional and national accounts and identify prospects for new business development opportunities.

By joining our industry leading team you’ll be better off through working alongside respected customer experience insight industry leaders and refine your account management and business development skills. You’ll also enhance your ability to analyze customer experience campaign data and provide consultative recommendations to clients that improve their revenue through increased customer satisfaction and enriched shopper experiences.

ICC/ Decision Services is a results driven, oriented environment and believes in promoting employees from within based on production. This is your opportunity to bring your A Game, leverage your client relationship and business development talents to lead customer experience insight projects. If you’re willing to put in the effort, we are offering a unique career opportunity, where you can be a difference maker and lead your team by example in a growing company that’s on the rise.

To be successful in this role, you must excel at:

  • Client Relationship Management: Developing and fostering strong client relationships and project renewals with at least 6-8 clients through daily, monthly and quarterly communications.
  • New Business Development: Identifying and presenting market research or customer experience insight projects to senior level management retailers.  
  • Project/Program Analytics: Analyzing customer insight data collected with the ability to identify trends/patterns, communicating that data internally/externally, creatively translating campaign data into a story and providing actionable recommendations based on the findings. 
  • Designing and managing successful customer experience insight or marketing research programs
  • Working in a fast paced, entrepreneurial environment

Experience required:

  • Minimum 8 – 10 years’ client relationship experience, with a strong understanding of daily project management for marketing research and customer experience insights campaigns. Retail industry industry clientele preferred.
  • Proven ability to simultaneously manage and grow a minimum of 6 – 8 clients.
  • Identify, qualify and present customer experience insight or marketing research campaigns to senior level management retailers. 
  • Prior history mentoring and managing a small internal team.
  • Sharp analytical and detail-oriented skills with the ability to clarify and summarize complex issues.
  • Ability to work effectively and cross-functionally with all levels of management, both internally and externally.
  • Exceptional communication and presentation skills.
  • Highly self motivated with a strong work ethic and deadline driven.
  • BA/BS degree preferred with a strong academic record.
  • The position is based out of our Wayne, NJ office and the candidate must live in the NJ area.

Here’s what’s in it for you:

  • Highly competitive base salary
  • 401K
  • Paid Time Off (vacation/sick/personal days)
  • Medical/Dental
  • Bagel Fridays and Happy Hour
  • Education – All associates are required to complete 20 hours of reimbursed education yearly that can be done on company time
  • Team Building events: Trivia, bowling, SkyZone (trampoline volleyball), lunches in the city.

To apply here’s what to do:

  1. Write a cover letter and let us know why you are the right person for the job.
  2. Email your resume to careers@iccds.com. Please reference, “VPCS” in the subject section of your email when you apply.

About Us:

ICC/Decision Services is a global, New York City based privately held company with over 30 years of hands-on experience designing and executing highly successful Customer Experience Management programs.

ICC/Decision Services works with the world's largest retailers and brands to design and execute customer experience management programs. Through quantitative and qualitative methodologies ICC drives all levels of organizations to measure, manage and improve the customer experience.

Services include:

  • Mystery Shopping
  • Customer Experience Management
  • Customer Satisfaction Surveys
  • Online Mystery Shopping
  • Compliance Audit
  • Customer Intercepts

We have strong ties to the community and participate in multiple philanthropic events yearly.  For example, Toys for Tots, warm coat clothing drives, food drives, Project Backpack, Walks, etc.

A few of out clients include:

  • Walmart, Target, Albertsons, CVS, Rite-Aid, Forever 21, Five Below and Champs

EOE

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