Ipsos Customer Experience Overview
Helping companies deliver customer experiences that lead to profitable growth is at the heart of what we do. Customer Experience (CX) is the global leader in designing, measuring, and delivering value from CX programs. We assist companies end to end, at all stages of the CX measurement and management process. Our solutions apply to a range of organizations, dependent on factors such as the stage of CX maturity, appetite for change, and budget. Our portfolio of solutions sits under four elements of our offer: Engage, Listen, Activate, Embed.
Purpose of the role
As a senior team member, you will play a pivotal role in improving the experience customers have in dealing with leading organizations. You will work closely with our clients to understand their requirements, develop, and communicate specifications to deliver best practices, and liaise with our technology solutions team who implement and support our real-time customer feedback and reporting solutions.
Main Job Responsibilities
- Have full responsibility for assigned clients and associated budget and profit targets.
- Partner strategically with clients to fully understand their business, proactively manage the relationship, handle issues professionally and proficiently, work towards repeat business, and capitalize on opportunities to introduce other Ipsos offerings.
- Actively work on business development with new and existing clients in a way that inspires confidence and builds long-term relationships.
- Prepare and write convincing and compelling proposals, tenders, and new business pitches.
- Proactively plan the execution of research projects to ensure budgets and deadlines are met and profitable.
- Seek opportunities to coach, develop, mentor, and delegate to team members on technical skills, consultative research skills, and account management skills to build their capability and support their development.
- In consultation with the relevant stakeholders, oversee and conduct research analysis to prepare insightful and strategic findings for clients.
- Oversee the preparation of, and fine-tune, client presentations and deliver caliber presentations.
Competencies
- A passion for understanding consumer behavior and for working with clients to uncover insights from research to build better, more profitable relationships with their customers.
- Sufficient and relevant professional research experience to fulfill the expectations of the role
- Ability, or interest, in using enterprise feedback management (EFM) technology solutions
- Existing Customer experience exposure would be highly advantageous.
- Senior-level account management, consulting, and business development skills.
- Senior-level communication, presentation, and business writing skills.
- Organizational, analytical, and strategic thinking skills, attention to detail, and outcome focus.
- Management and mentoring of more junior members of the CX team.
- Passion for research, self-motivation, and positive team orientation
Qualification
- University degree
- Years of experience:
- For Senior Research Manager: at least 5 years of research experience
- For Associate Director: at least 8 years of research experience
- Previous hands-on project management experience
- Strong communication skills in both Thai and English
- Proficient PC skills, especially MS Office skills (Excel, Word & PowerPoint)
- Experience in project managing large-scale voice of the customer research and projects (preferred)
- Experience using enterprise feedback technology solutions in the voice of the customer research programs (preferred)
- Experience in the Financial, Banking, and Insurance industries (preferred)
Interested candidates are welcome to submit your updated CV with cover letter and your expected salary via LinkedIn.
Ipsos corporate film: https://www.youtube.com/watchv=KaWsgjckIJA
Disclaimer: By applying for this position at Ipsos Limited, I consent Ipsos Limited to collect and use my personal data for the purpose of candidate assessment.
