Research Manager - Client Success - Channel Performance

Marketing Management Analytics, Inc.; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Ipsos seeks a Research Manager for Client Success in Channel Performance, based in London with hybrid work. The role leads day-to-day execution for a portfolio of client programmes, ensuring retention, profitability and satisfaction across retail, hospitality and telecom sectors.

You will mentor junior team members, manage budgets, and drive process improvements, while aligning with Directors and the Client Success Director to resource projects effectively.

Qualifications

• Strong problem-solving skills.
• Experience in managing project finances and ensuring delivery within budget.
• Experience in design and implementation of processes with evaluation for improvements.
• Project management: coordinating teams, deadlines, and cycles.
• Strong organizational skills across multiple projects; proactive and flexible.
• Highly numerate and comfortable working with numbers.
• Proficiency with MS Word, Excel and PowerPoint.

Responsibilities

• Be the lead contact for day-to-day execution of client programmes.
• Manage retain plans and portfolio finances; partner with client contacts.
• Follow best practices and identify efficiencies in processes.
• Assess client needs and ensure resourcing with Client Success Director.
• Manage a portfolio and its profitability, retention, and satisfaction.
• Mentor or guide junior team members to support client needs.
• Invest in personal development to improve skills.
• Support QBR standards and create insights beyond data provision.
• Model Ipsos behaviours and inspire the team to excel for clients.

Skills

Problem solving

Project management

Budget management

Process design

Numeracy

MS Office

Tools

Microsoft Word

Excel

PowerPoint

Job description

Research Manager - Client Success - Channel Performance

London, England, United Kingdom (Hybrid)

Job Description

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 practises 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.

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 organisational 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

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

Werealiseyoumayhavecommitmentsoutsideofworkandwillconsiderflexibleworkingapplications-pleasehighlightwhatyouarelookingforwhenyoumakeyourapplication.Wehaveahybridapproachtoworkandaskpeopletobeintheofficeorwithclientsfor3daysperweek.

Wearecommittedtoequality,treatingpeoplefairly,promotingapositiveandinclusiveworkingenvironmentandensuringwehavediversityofpeopleandviews.Werecognisethatthisisimportantforourbusinesssuccess- amorediverseworkforcewillenableustobetterreflectandunderstandtheworldweresearchandultimatelydeliverbetterresearchandinsighttoourclients.WeareproudtobeamemberoftheDisabilityConfidentscheme,certifiedasaLevel2DisabilityConfidentEmployer.Weprovideaninclusiveandaccessiblerecruitmentprocess.YourapplicationwillbereviewedbysomeonefromourTalentTeamwhowillbeintoucheitherwaytoletyouknowtheoutcome.

About the Team

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.

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 are proud of our continuous efforts in making Ipsos the best place to work!