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Loyalty - Director of Client Services
Ipsos
Chicago, IL, United States
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At Ipsos, we make market research work. We understand people. We know data. And we deliver results. That’s why so many of the world’s leading brands and organizations look to us for research and advice. Our work focuses on four areas of specialization – advertising & media, marketing, public opinion and loyalty. Operating in over 80 countries, we are a global leader in quantitative and qualitative market research, and we are recognized as one of the most innovative and successful research companies in the world. A major factor in our success is that we put our people and our clients first.
Sound like the right place for your career? Share our passion. Share our success. Join us and be a Game Changer helping to define the future of market research.
Mystery Shopping Director
Ipsos Loyalty is the global leader in customer experience, satisfaction and loyalty research and consulting with over 1,200 dedicated professionals located in over 80 countries around the world. Our thought leadership and leading edge technologies help our clients build strong customer relationships which lead to better business results. This has made us the trusted advisor to executives across industries on all matters relating to measuring, modeling, and managing customer relationships. Ipsos Mystery Shopping, part of Ipsos Loyalty, is one of the largest mystery shopping agencies in the world. We complete over a million assignments every year across all industry segments and organization sizes. Our clients benefit from our highly experienced team, global reach, local presence, research expertise and innovative approach. In the USA, we have a rapidly growing business and we are becoming one of the largest agencies in the industry.
Primary Responsibilities:
• Field and triage incoming proposal requests, support pricing, provide insight into proposal development, co-attend pitches, help with planning and scheduling.
• Act as liaison between Mystery Shopping Operations and Account Development teams, ensuring the successful design and implementation of new programs. Provide input into sampling, questionnaire design, ensure we are leveraging global best practices.
• Provide ongoing consultative program management support to Account Development teams, work with Mystery Shopping Operations and Global Support Center to identify program specific process improvements and ensure account profitability. Attend client meetings where necessary to ensure we are delivering on our “better” promise.
• Lead the creation of a Mystery Shop Program Management certification program. Create a community where Program Managers can regularly interact and learn best practices from each other.
• Play an integral role in the implementation of new business processes aimed at improving overall quality and creating program efficiencies—both from an execution standpoint and a program management perspective. Look for opportunities to streamline/automate common tasks and reduce redundancies across teams (MS Ops, AD, GSC).
• Create a standardized new program launch process (from SOW to Detailed Statement of Work).
Required Skills:
• At least 5 years experience in mystery shopping operations/project management specifically.
• Bachelor’s degree or equivalent,
• Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
• Excellent interpersonal skills and a collaborative management style.
• Budget development and oversight experience.
• A demonstrated commitment to high professional ethical standards and a diverse workplace.
• Excels at operating in a fast pace environment.
• Ability to challenge and debate issues of importance to the organization.
• Ability to look at situations from several points of view.
• Persuasive with details and facts.
• Delegate responsibilities effectively.
• Proficient with MS Office suite
Ipsos Makes a Difference
Our people see to that. We attract the best talent and serve the best clients. Ipsos offers a dynamic work environment where your talents are nurtured and your skills are enriched. We encourage initiative, innovation and risk-taking to further develop our business and our people. We are enthusiastic, confident and results oriented which is why our clients come to us. That’s what makes us proud to be Ipsos.
How to Apply
Interested in joining a premier organization committed to satisfying our clients beyond their expectations? Please submit a detailed resume that demonstrates you have the experience and abilities we are seeking online by clicking the "Apply" button below. Those interested are encouraged to apply as soon as possible.
We thank all applicants; however only those short-listed for an interview will be contacted. No phone calls, please.