At a Glance
- Tasks: Lead client success initiatives and manage diverse projects across various industries.
- Company: Ipsos, a leader in customer experience with an award-winning team.
- Benefits: 25 days annual leave, pension, income protection, and professional development opportunities.
- Other info: Hybrid working model with a dynamic team and growth potential.
- Why this job: Make a real impact on client relationships and drive change in the CX industry.
- Qualifications: Experience in client management and CX technologies, with strong analytical skills.
The predicted salary is between 40000 - 50000 £ per year.
Building on several years of growth, Ipsos has ambitious targets for the future. 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, Professional Services and Client Success specialists.
Client Success at Ipsos CX is all about getting the best out of the CX technology platforms we use for many of our client programmes. As a Client Success Manager, you will be responsible for leading on some Success workstreams and supporting on others, including the design, set up, specification, execution and delivery on varying sized projects across sectors which could include Telco, Retail & Fashion, Hotels & Hospitality, Auto, Financial Services etc. This role is offered on an initial 1 year fixed term contract and offers hybrid working with 3 days in the London office and the rest from home.
Day to day:
- Work across several different clients, communicating directly with clients to deliver the day‑to‑day programmes successfully, across a variety of project types and industries.
- Overall, ensuring we translate client requirements effectively, delivering best practice technology usage, including workstreams such as dashboard design, new functionality, hierarchy design, sampling, user setup, troubleshooting and writing and delivering training for clients.
- Own Success workstreams such as a new dashboard, role or piece of functionality including communicating directly with clients on an ongoing basis.
- Own reporting specs for dashboard reporting and for additional platform functionality with input from directors.
- Oversee dashboard issues with input from more senior team members when required.
- Own creating client facing materials for and presenting new Client Success ideas to clients.
- Lead on some platform related materials and delivery, e.g. project playbook, training guides etc and any fieldwork elements such as stakeholder interviews.
- Work collaboratively alongside our other functional specialisms – Project Management, Insights and CXPS and Platform Services – to deliver on your programmes, and help to upskill other team members' knowledge.
- Input into and lead on some elements of regular strategic client reviews, supporting on managing and driving the overall client programme roadmap.
- Commercial drive to identify opportunities for Growth, contribute to proposals and costings as well as monitoring profitability, scope and driving efficiency.
- Seek opportunities to work collaboratively for the benefit of the company as a whole.
Qualifications:
- Proven experience of delivering on client needs and making an impact with the clients you have worked with, either in‑house or at an agency or tech provider.
- Proven experience of managing client relationships as a key point of contact across the full programme lifecycle.
- Experience in working with, designing, implementing and managing CX programmes, with experience utilising CX technologies (SaaS).
- Experience working previously with either Medallia and/or Qualtrics.
- Strong numeracy skills and attention to detail, excellent time management skills and able to work across multiple projects or tasks.
- Good understanding of research methodologies and a passion for customer experience.
- Proven as a safe pair of hands, having built up trust with those you have worked with previously.
- High aptitude for technology and practical experience with AI‑based tools for research tasks, including data analysis platforms and automation tools.
Desirable Criteria:
- Proficiency in AI use and adoption to enhance day‑to‑day tasks.
- Experience in global or cross‑regional projects or programmes.
- Developing new research approaches or using emerging technologies like AI for predictive analytics.
- Commercial outlook, understand client business and support the team to elevate our client programmes to deliver measurable impact.
- Financial awareness: understanding the drivers of profitability and how to deliver efficiently across our programmes whilst adhering to client budget, needs and sold scope.
- Analytical thinking.
- Resilience, flexibility and agility with a can‑do attitude.
- Creative thinking.
- Work collaboratively both internally and externally.
- Motivation and self‑awareness.
- Empathy and active listening, demonstrated with colleagues and clients.
- Intellectual curiosity and lifelong learning with a growth mindset.
- Service orientation and customer service.
- Flexible to changing needs and situations, and speak positively about change, always looking for ways to improve or opportunities.
- Talent Management, Leadership and social influence.
Benefits:
We offer a comprehensive benefits package designed to support you as an individual. Our standard benefits include 25 days annual leave, pension contribution, income protection and life assurance. In addition, there are a range of health & wellbeing, financial benefits and professional development opportunities.
Client Success Manager, Customer Experience - 1 year FTC in City of Westminster employer: Ipsos S.A.
Ipsos is an exceptional employer that champions a collaborative and innovative work culture, particularly for the Client Success Manager role in London. With a strong focus on employee growth, we offer comprehensive benefits including 25 days of annual leave, professional development opportunities, and a hybrid working model that promotes work-life balance. Join us to be part of a dynamic team driving change in customer experience across diverse industries, while enjoying the support and resources needed to thrive in your career.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Manager, Customer Experience - 1 year FTC in City of Westminster
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Ipsos S.A..
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Ipsos S.A.. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Client Success Manager, Customer Experience - 1 year FTC in City of Westminster
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Ipsos S.A..
How to prepare for a job interview at Ipsos S.A.
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Ipsos S.A.'s industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Ipsos S.A. offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
