Global Customer Success Consultant (FMCG Strategy)

Global Customer Success Consultant (FMCG Strategy)

As a key member of the Global Customer Success team, the primary role of the Global Win-Back Consultant is to deliver analytical and strategic value through win-back initiatives as part of the organization's client partnership strategy. This role partners closely with global and regional stakeholders to define and deliver against the win-back insight agenda, acting as a consultant, a problem solver, and a strategic advisor to the business. The Global Win-Back Consultant is responsible for leading the Customer Success strategy for win-backs, providing leadership in strategic analyses, and owning the management of global escalations to ensure successful recovery and long-term client retention.

Key responsibility is to drive win-back initiatives, client satisfaction and build collaborative relationships with key stakeholders via analytical strategic projects. Specific responsibilities include:

• Lead the global Customer Success strategy for win-back initiatives, ensuring a structured and insight-led recovery approach
• Define and execute the strategic win-back agenda, aligning analytical outputs with client business priorities
• Act as a trusted consultant and problem solver, translating complex data into actionable recommendations
• Provide leadership on strategic analyses to diagnose root causes of churn and identify recovery opportunities
• Own and manage global client escalations, coordinating cross-functional and cross-market stakeholders
• Re-establish client value by articulating impact, ROI, and long-term partnership opportunities
• Partner with internal teams to ensure consistent execution and accountability across regions
• Support the development of best practices, playbooks, and frameworks for sustainable win-back success
• Represent the organization with senior client stakeholders, demonstrating thought leadership and credibility
• Not a team manager, but influencing skills and management without authority competencies required

You are a strategic thinker who uses data to inform clear points of view and influence outcomes. Confident in working with complex datasets, you translate analysis into focused recommendations and are comfortable challenging established thinking when evidence supports a better path. You operate comfortably at a global and regional level, connecting high-level trends to tangible business implications. You thrive in change and ambiguity, bringing curiosity, structure, and decisive thinking to complex win-back and recovery scenarios. You are effective both independently and in collaboration, able to prioritize workstreams and drive progress across senior stakeholders.

· 10+ years of experience in an FMCG analytics environment, carrying out Data Analytics

· Demonstrated experience in Client management and servicing, with solid commercial acumen and exposure to senior or demanding stakeholders

· Strong Communications skills, with the ability to work, write and speak in fluent English

Confident and engaging personality. You embrace diversity, and can make and build connections with people with a wide range of backgrounds, experiences and personalities and located across the globe

Experience on Data Analysis and Client Management/servicing with commercial acumen to deal with key day-to-day stakeholders

Strong strategic mindset, with the ability to identify root causes, assess risks, and define recovery or growth opportunities

Proven consulting skills, including the ability to challenge thinking, influence decisions, and navigate complex or high-pressure situations