Associate Director CX - 1 year FTC

Client Success Manager, Customer Experience - 1 year FTC

London, England, United Kingdom (Hybrid)

Job Description

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 +++ . You will support more senior team members to ensure that client requirements are effectively translated into product / feature recommendations and platform and programme design.

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

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:

• 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. These could be ongoing programmes or setting up new ones from scratch.
• 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 (note there is a platform services team who actually implement platform elements).
• 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 e.g. what Social could look like, with RD/ AD/ RM support
• 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 programmeroadmap
• 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. This could be across specialisms, product lines and geographies.

About You

• 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). You must have worked 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
• You have a good understanding of research methodologies and a passion for customer experience
• You are proven as a safe pair of hands, having built up trust with those you have worked with previously
• 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.
• 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

Behaviours

• 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 health & wellbeing, financial benefits and professional development opportunities.

We realise you may have commitments outside of work and will consider flexible working applications - please highlight what you are looking for when you make your application. We have a hybrid approach to work and ask people to be in the office or with clients for 3 days per week.

We are committed to equality, treating people fairly, promoting a positive and inclusive working environment and ensuring we have diversity of people and views. We 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. We are proud to be a member of the Disability Confident scheme, certified as a Level 2 Disability Confident Employer. We provide an inclusive and accessible recruitment process. Your application will be reviewed by someone from our Talent Team who will be in touch either way to let you know the outcome.

About the Team

At Ipsos, we collaborate with the world’s leading organisations to help them grow the right talent, fulfill their brand promises, and optimise financial outcomes.

From corporate strategy to operational excellence, we cover the entire experience landscape. Our research, advanced analytics and advisory solutions enable clients to predict and adapt to change, create enriched, improved, and differentiated experience ecosystems.

Our approach is deeply human-centric, and our global network of expert teams have a rigorous understanding of CX and EX that’s backed by decades of cultural knowledge and industry experience.

So, while our work is powered by insights and driven by technology, it’s always all about people