🚀 Head of Client Success - Customer Experience

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.