Associate Director, Client Success - Customer Experience

Ipsos; London; On-site; GBP 50,000 - 80,000; Full time

Job description

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Job Description

The Impact of your role:

Building on several years of growth, Ipsos has ambitious targets for the future - and this role will play a key part in helping us meet them. The CX Service Line has an enviable client list, award winning programmes and as industry recognised leaders we are driving change both in Ipsos and the wider CX world.
The Client Service team holds the overall relationships with clients across our accounts and includes a combination of Insights and Client Success specialists. Client Success at Ipsos CX is all about getting the best out of the CX technology platforms for our client programmes.

As an Associate Director specialising in Client Success, you will be fully responsible for leading the design, set up, specification, execution and delivery of large complex projects across sectors which could include Telco, Retail & Fashion, Hotels & Hospitality, Auto and Financial Services. You will have rich conversations with clients to ensure that client requirements are effectively translated into product / feature recommendations and platform and programme design.

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:

• Solutions Advisor on platform programmes, advising and leading the Ipsos project team effectively to deliver on best practice technology usage: ensuring effective platform design, translating client and insight requirements into an effective build, and inputting that knowledge into proposals and pitches.
• Managing the nuts and bolts of design, whether it is in a new platform or switching managed services including incoming and outgoing data, sampling, dashboard design, hierarchy design, user setup process design, UAT design, platform look and feel (note there is a platform services team who actually implement these elements).
• Working collaboratively alongside other functional specialisms - Insights, Project Management, Platform Services and Professional Services - to support client CX programmes.
• Liaising with relevant technical teams internally at Ipsos, with client IT teams and managing relationships with tech partners such as Medallia and Qualtrics: ensuring innovations are adapted well for each client.
• Leading and designing regular strategic client reviews, managing and driving the overall client programme roadmap.
• Commercial drive to identify and follow up on opportunities for Growth across our full suite of Professional Services.
• Manage and actively develop team members, through on-the-job coaching and effective people management, securing talent for the future through effective recruitment.
• Upskill other team members' knowledge including delivering training.
• Seek opportunities to work collaboratively for the benefit of the company as a whole. This could be across specialisms, product lines and geographies.

About You:

Background:

• Experience in working with, designing, implementing and managing CX programmes utilising CX technologies (SaaS) such as Medallia and Qualtrics.
• Proven experience of delivering on client needs and managing client relationships as the main point of contact leading programmes.
• Experience of managing, developing and motivating individuals and teams.
• You have a strong understanding of research methodologies and a passion for customer experience.
• You have contributed directly to revenue generation, e.g. by writing proposals and winning new business and/or developing client accounts.
• You have a high aptitude for technology and have practical experience with AI-based tools for research tasks, including data analysis platforms and automation tools.

Skills:

• Understanding and experience of the full project lifecycle for research delivered via CX platforms: how to build client relationships, platform best practice dashboard and sample design, ongoing programme management, quality assurance and troubleshooting.
• Commercial outlook, understand client business and seek to elevate our client programmes to deliver measurable impact.
• You have strong numeracy skills and attention to detail, excellent time management skills and are able to work across multiple projects or tasks.
• Financial awareness: understanding the drivers of profitability and how to deliver efficiently across our programmes whilst adhering to client budget, needs and sold scope.
• Understanding of AI tools and technologies and how they can be applied to market research and consumer insights.

Behaviours:

• You communicate in an authoritative and influential way to inspire confidence and are always listening to the team, clients and the wider business.
• You work collaboratively with people both internally and externally, adapting your communication style accordingly.
• You are intellectually curious, passionate about customer experience and looking for ways to develop your skills further.
• You are committed to a growth mindset, supporting others to grow and develop through feedback, training and mentoring and engaging with giving and seeking feedback.
• You are flexible to changing needs and situations, and speak positively about change, always looking for ways to improve or opportunities.

What is in it for me?

Ipsos UK offer an attractive basic salary and a rewards package including 25 days annual leave, a pension scheme and a great range of flexible benefits to suit your personal needs. For roles at Research Manager level and above we also offer private healthcare.

In addition to this we have a fantastic Learning & Development offer delivered through a mix of face to face, online or on-demand; you can read more by clicking here.

Ipsos is committed to equality, treating people fairly, promoting a positive and inclusive working environment and ensuring we have diversity of people and views. We also recognise 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.

About Us

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!

About the Team

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.