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- Tasks: Lead the Client Success team to enhance client experiences and drive innovative CX solutions.
- Company: Ipsos, a leader in customer experience with an award-winning reputation.
- Benefits: Attractive salary, 25 days leave, pension scheme, and flexible benefits.
- Why this job: Shape the future of client success and make a real impact in the CX industry.
- Qualifications: Experience in CX programmes and strong client relationship management skills.
- Other info: Join a diverse team committed to growth and innovation in a dynamic environment.
The predicted salary is between 48000 - 72000 £ per year.
Building on several years of growth, Ipsos has ambitious targets for the future – and this newly formed 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, Client Success and Advisory specialists. Client Success at Ipsos CX is all about getting the best out of the CX technology platforms for our client programmes.
Responsibilities
- Overall figurehead for the Client Success specialism, advising, leading and empowering the team 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.
- Leading on several key accounts yourself, being the overall client lead, delivering and pre-empting client needs to ensure an effective programme, delivered profitably and seeking our new opportunities.
- Working collaboratively alongside other functional specialisms – Insights, Project Management, Platform Services and Professional Services – to support client CX programmes.
- Managing the resourcing of Client Success specialists effectively, working closely with the Client Service team lead and Insight/ CXPS lead.
- Building strong relationships with tech partners such as Medallia and Qualtrics: ensuring innovations are adapted well by our CS specialists and sharing best practice across accounts.
- Leading regular strategic client reviews, managing and driving the overall client programme roadmap.
- A lead contributor on pitches, ensuring we design our Client Success proposition in the right way for each client.
- Commercial drive to identify and follow up on opportunities for Growth across our accounts and supporting the team to spot opportunities.
- Managing and actively developing team members, through on-the-job coaching, training and effective people management, securing talent for the future through effective recruitment.
Qualifications
- Experience in working with, designing, implementing and managing CX programmes utilising CX technologies (SaaS) such as Medallia and Qualtrics at an agency or tech company.
- 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.
- Strong understanding of research methodologies and a passion for customer experience.
- Contributed directly to revenue generation, e.g. by writing proposals and winning new business and/or developing client accounts profitably.
- High aptitude for technology and practical experience with AI-based tools, constantly seeking out the latest thinking in both tech and CX.
- A good understanding of research techniques and their applications within organisations.
- Understanding and experience of the full project lifecycle for research delivered via CX platforms: building client relationships, platform best practice dashboard and sample design, ongoing programme management, quality assurance and troubleshooting. Lead others in excellent delivery across the lifecycle.
- Strong commercial outlook, understanding client business and seeking to elevate our client programmes to deliver measurable impact.
- Ability to juggle across multiple programmes, client needs and people needs, making the right calls on prioritisation.
- Strong understanding of the drivers of profitability and how to deliver efficiently across programmes whilst adhering to client budget, needs and sold scope.
- Natural interest in latest Client Success thinking including the role of AI, communicating authoritatively and inspiring confidence.
- Confident in any client situation, building strong relationships that celebrate successes and rise to challenges guiding through new builds and transformations.
- Collaborative communication with people internally and externally, adapting style accordingly and adopting our values.
- Intellectually curious, passionate about customer experience and eager to develop skills further.
- Committed to a growth mindset, supporting others to grow through feedback, training and mentoring and engaging with giving and seeking feedback.
- Flexible to changing needs and situations, speaking positively about change and always looking for ways to improve or opportunities.
EEO Statement
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.
Benefits
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.
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Head of Client Success - Customer Experience employer: Ipsos S.A.
Contact Detail:
Ipsos S.A. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Client Success - Customer Experience
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to current employees at Ipsos. A friendly chat can sometimes lead to opportunities that aren’t even advertised!
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether it’s through interviews or casual meet-ups, make sure to highlight your experience with CX technologies like Medallia and Qualtrics. Share specific examples of how you've driven success in previous roles.
✨Tip Number 3
Be proactive! Don’t just wait for job openings to pop up. Reach out directly to Ipsos and express your interest in the Head of Client Success role. Tailor your message to show how your background aligns with their goals and how you can contribute to their ambitious targets.
✨Tip Number 4
Prepare for the pitch! If you land an interview, think of it as your chance to pitch yourself. Research Ipsos thoroughly, understand their client success strategies, and come ready with ideas on how you can elevate their programmes. Show them you’re not just a fit, but the perfect fit!
We think you need these skills to ace Head of Client Success - Customer Experience
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Client Success role. Highlight your experience with CX technologies like Medallia and Qualtrics, and show how you've successfully managed client relationships in the past.
Showcase Your Leadership Skills: Since this role involves leading a team, it's crucial to demonstrate your ability to manage and motivate others. Share specific examples of how you've developed team members and driven successful outcomes in previous positions.
Highlight Your Commercial Acumen: We want to see your understanding of profitability and how you’ve contributed to revenue generation. Include any relevant experiences where you’ve identified growth opportunities or successfully pitched proposals.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity at Ipsos.
How to prepare for a job interview at Ipsos S.A.
✨Know Your CX Tech Inside Out
Make sure you’re well-versed in the CX technologies mentioned in the job description, like Medallia and Qualtrics. Be ready to discuss how you've used these platforms in past roles to drive client success and improve programmes.
✨Showcase Your Client Relationship Skills
Prepare examples of how you've managed client relationships effectively. Highlight specific instances where you’ve pre-empted client needs or turned challenges into opportunities, as this role is all about building strong connections.
✨Demonstrate Leadership and Team Development
Think about your experience in managing and developing teams. Be ready to share your approach to coaching and mentoring team members, as well as how you’ve secured talent for future growth within your teams.
✨Be Ready to Discuss Commercial Acumen
Understand the financial aspects of client programmes. Prepare to talk about how you’ve contributed to revenue generation, whether through writing proposals or identifying growth opportunities, and how you ensure profitability while meeting client needs.