Ipsos
Research Manager - Client Success - Channel Performance
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Role Overview
This role is all about client retention and delivering the “So What” – ultimately helping our clients succeed, whether that’s through Mystery Shopping, Audits, or other Channel Performance offers.
As a Research Manager, you would be the lead contact for the day-to-day execution of a portfolio of client programmes, typically ranging in size from £100k to £700k. You will work as a conduit in the team, supporting the learning and growth of the team while helping the Directors and Team Lead achieve strategic objectives.
You will be joining a team dedicated to working across a variety of cross-sector clients including retail, hospitality, and telecommunication. We provide crucial data and insights to our clients to manage, monitor, and improve all aspects of customer experience and operational performance.
This role is offered on a hybrid basis with 3 days in our Milton Keynes/St Albans/London office and the rest from home.
Your Day to Day
These are the types of things you can expect to be doing during your day-to-day, although as Ipsos is a dynamic organisation, this may vary as different opportunities arise:
- You will be part of a highly skilled Client Success team whose primary responsibility is ensuring retention and client satisfaction across our clients.
- As part of this role, you will be responsible for ensuring that you are completing retain plans, managing programmes finances, and operating as partners to your client contacts.
- You will follow best practices across the team and identify where efficiencies and improvements in processes can be made.
- You have responsibility for gauging your client’s needs and working with the Client Success Director to ensure they are resourced correctly.
- You will be responsible for a portfolio, and its profitability, retention, and client satisfaction.
- You may be called upon to mentor or guide more junior members of the team to support their development, or the needs of their clients.
- In addition, you will take an active stance in your personal development to ensure that you are continually improving your skill set.
- Along with the Head of Client Success and Client Success Directors, you will have responsibility for ensuring QBR standards are being met and creating ‘aha’ moments for clients beyond simple data provision.
- You will model our Ipsos behaviours and inspire those around you to excel for our clients.
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Essential Criteria
To be successful in this role you will need the following skills and experience:
- Strong problem-solving skills
- Experience of managing project finances and ensuring delivery within budget
- Experience in the design and implementation of processes, including evaluating them to identify ongoing improvements
- Project management skills - managing project cycles, coordinating teams, and working to deadlines
- Strong organizational skills - ability to work across multiple projects at the same time, demonstrating proactivity and flexibility
- Highly numerate and comfortable working with numbers
- Proficient in Microsoft Word, Excel, and PowerPoint
Desirable Criteria
These are the skills that would add value to the role but are not critical. If you have them, we’d love to hear about them:
- Experience in Market Research or Mystery Shopping, running medium to large-scale research programmes
- A passion for understanding people and market landscapes and a curious mind, which means that you are always asking “what does this mean for my client?”
- You stay cool under pressure and contribute to our very positive team culture!
- Experience in mystery shopping or pricing and promotion research projects.
- Proficiency in AI use and adoption to enhance day-to-day tasks.
Behaviours
A successful candidate will demonstrate the following behaviours:
- Analytical thinking
- Resilience, flexibility, and agility
- Creative thinking
- Motivation and self-awareness
- Empathy and active listening
- Curiosity and lifelong learning
- Service orientation and customer service
Benefits
We offer a comprehensive benefits package designed to support you as an individual. Our standard benefits include 25 days annual leave, pension contribution, income protection, and life assurance. In addition, there are a range of health & wellbeing, financial benefits, and professional development opportunities.
We realize you may have commitments outside of work and will consider flexible working applications - please highlight what you are looking for when you make your application. We have a hybrid approach to work and ask people to be in the office or with clients for 3 days per week.
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We are committed to equality, treating people fairly, promoting a positive and inclusive working environment, and ensuring we have diversity of people and views. We recognize that this is important for our business success - a more diverse workforce will enable us to better reflect and understand the world we research and ultimately deliver better research and insight to our clients. We are proud to be a member of the Disability Confident scheme, certified as a Level 2 Disability Confident Employer. We provide an inclusive and accessible recruitment process. Your application will be reviewed by someone from our Talent Team who will be in touch either way to let you know the outcome.
Ready to have an impact? Apply now!
About Ipsos
Ipsos is one of the world’s largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data-driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts to deliver top-quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5000 clients across the globe by providing research, data, and insights on their target markets. And we are proud of our continuous efforts in making Ipsos the best place to work!
Channel Performance Service Line
The Channel Performance Service Line is home to the largest mystery shopping agency in the world. We complete over one million shops every year in 100+ countries across all industry segments and organization sizes. We also offer Geolocation Surveys, Site Audits & Installations, and foundational research within our portfolio of services. Our purpose is to help our clients improve their business performance across all channels in which they serve their customers – brick and mortar retail, digital e-commerce, and contact centers. We do this by helping them size channel opportunities, measure the delivery of brand promises, and drive compliance and sales conversion across these channels.
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