Head of Measurement Solutions

Aroma City Group; United Arab Emirates; On-site; AED 350,000 - 520,000; Full time

Job summary

Aroma City Group in Dubai, UAE, seeks a Head of Measurement Solutions to lead strategy, operations, and team management for the Measurement Solutions division (Mystery Shopping, Surveys). You will drive project excellence, expand client relationships, and nurture a high-performing team.

The role requires senior leadership experience in research/CX/mystery shopping, strong English and Arabic communication, and hands-on analytics and ERP proficiency. Hybrid work may be considered in some cases.

Qualifications

• Proven track record in a leadership or senior managerial role within research, customer experience (CX), mystery shopping, or management consulting.
• Fluent in English and Arabic (written and spoken) is essential.
• Advanced proficiency in Microsoft Office; hands-on experience with ERP systems (Oracle is a plus).
• Deep expertise in survey design, mystery shopping methodologies, data analysis, and CX frameworks.

Responsibilities

• Strategic Leadership & Team Management: lead the Measurement team, drive capabilities, recruit and review performance.
• Project Delivery & Quality Assurance: oversee end-to-end delivery, ensure quality and budget adherence; implement QA processes.
• Business Development & Account Growth: support pitches, identify cross-sell opportunities, lead new measurement product development.
• Client Relationship & Advisory: act as senior consultant for key accounts, ensure high satisfaction and scope alignment.
• Operations & Process Excellence: review SOPs, oversee invoicing, financial tracking, and cost optimization.

Skills

Leadership

CX experience

Mystery shopping

Management consulting

Education

Bachelor's or Master's degree in Business Administration

Marketing

Research

Tools

Microsoft Office Suite

Oracle ERP

Job description

Head of Measurement Solutions

• Posting Date: 23/09/2026
• Ref: ITUAE01
• Position: Head of Measurement Solutions
• Location: UAE
• City: Dubai
• Sector: IT Solutions
• Years of Experience senior managerial role within research, customer experience (CX), mystery shopping
• Qualification: Bachelor's or Master's degree in Business Administration, Marketing, Research, or a related field
• Salary: An attractive managerial job offer relies on combining a relevant degree, proven leadership experience, recognized certifications, and strong core management skills
• Workdays:
• Description: Role Overview: As the Head of Measurement Solutions, you will lead the strategy, operational delivery, and team management for A Company Measurement Solutions division (including Mystery Shopping, Surveys). You will act as a senior leader responsible for driving project excellence, expanding client relationships, developing innovative measurement products, and nurturing a high-performing team.

Key Responsibilities

1. Strategic Leadership & Team Management

• Lead, mentor, and upskill the Measurement team to maintain high standards across mystery shopping, survey design, analytics, and reporting.
• Drive operational efficiency, manage resource allocation, and optimize team performance while fostering a continuous-learning culture.
• Oversee recruitment, onboarding, and performance reviews for researchers, shoppers, and analysts.

2. Project Delivery & Quality Assurance

• Oversee end-to-end delivery of key measurement projects, ensuring on-time execution, strict adherence to quality standards, and budget management.
• Establish robust Quality Assurance (QA) processes and risk-mitigation strategies to ensure error-free client deliverables ("Right First Time").
• Conduct executive-level reviews, project handovers, and monthly progress reporting directly to the CEO.

3. Business Development & Account Growth

• Partner with the Sales team on pitches, proposals, and client presentations to showcase measurement capabilities.
• Identify cross-selling and upselling opportunities within existing client accounts to drive revenue growth and long-term client retention.
• Lead the innovation and expansion of new Measurement products, methodologies, and frameworks to keep Company's portfolio market-leading.

4. Client Relationship & Advisory

• Serve as a senior consultant and key point of contact for strategic client accounts, ensuring high satisfaction and clear alignment on scope.
• Conduct regular client health checks, address feedback proactively, and turn client insights into continuous process improvements.

5. Operations & Process Excellence

• Review and refine Standard Operating Procedures (SOPs) annually to streamline workflows and reduce delivery delays.
• Oversee project invoicing, financial tracking, and cost optimization in coordination with the Finance department (via Oracle).

Key Performance Indicators (KPIs)

• On-Time Delivery: 100% on-time project commencement, delivery, and reporting.
• Client Satisfaction & Growth: Zero unresolved customer complaints and measurable account revenue growth through upsells.
• Operational Efficiency: Continuous reduction in project delays, re-work, and unmanaged travel spend.

Essential Qualifications & Skills

• Experience: Proven track record in a leadership or senior managerial role within research, customer experience (CX), mystery shopping, or management consulting.
• Language Proficiency: Fluent in written and spoken English and Arabic (essential).
• Technical Skills: Advanced proficiency in Microsoft Office Suite; hands‑on experience with ERP systems (Oracle experience is a plus).
• Industry Knowledge: Deep expertise in survey design, mystery shopping methodologies, data analysis, and CX frameworks.
• Soft Skills: Exceptional client‑facing communication, executive presentation skills, and strong commercial acumen.
• Education: Bachelor's or Master's degree in Business Administration, Marketing, Research, or a related field.