Service Line Manager - Customer Experience - Johannesburg
Ipsos Zrt.
Key Responsibilities: Overall management of selected client accounts. Oversees all team projects, research disciplines, meeting objectives, adherence to quality standards, value add / insights, meeting of deadlines and budgets. Supports the Service Line Manager and Service Line Lead in managing the research team – RA, RE, SRE levels. Liaises with relevant specialist teams on behalf of team. Has core solutions knowledge. Report writing and presenting to clients. Proposal writing and presenting to clients. Business development / retention and achieving sales targets. Thought leadership and collaboration across all CX teams. Liaises with support functions, project management and operations to ensure successful delivery of all projects. Account planning and strategy. Education: School: Matric Relevant Degree / diploma in Marketing, Arts or Business is essential (an Honours degree would be an advantage) Experience: Minimum 3-years’ experience as a Senior Researcher with Account Management experience (or equivalent) in a Market Research company Minimum 3-years practical experience and understanding of the research process in order to coordinate a research project from start to finish Driver’s license is essential for travel to client meetings. Good people management skills Excellent interpersonal skills Good time management skills Ability to work under pressure Ability to prioritize, multitask and meet deadlines Proficiency with the MS Office package Ability to learn other software packages Excellent understanding of research, with strong technical skills Strong research methodology knowledge 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’re proud to share we’ve received our Great Place to Work Certification in 2022 & 2023 Customer Experience at Ipsos is All Things Customer . Our mission is to equip our clients with the insights they need to make better decisions about their customer experience investments. We do this through CX research and advisory, cross-channel analytics (digital and physical), and CX performance measurement across the customer journey. We are firm believers in the Insights to Action loop, and we provide our clients with tangible CX recommendations and ROI sizing (our approach is called ROCXI). The result of our work is better strategic and operational decisions that drive customer loyalty, retention and growth.
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