Project Manager, Customer Experience

What makes this role important at Ipsos?

This position is a role that is an integral part of the Customer Experience team. You will work closely with your colleagues to anticipate, interpret and support the business needs of one of our division's largest accounts with innovative tools and resources. The best-suited candidate will be able to collaborate with other team members as well as directly with clients, and will be a master project manager who is nimble and enjoys managing multiple workstreams simultaneously.

What success in this role looks like:

The successful candidate will hold considerable responsibilities and play a significant role in the maintenance and growth of a long-term client relationship. The Account Manager will report to a Research Director on the team and will be responsible for the management of a large platform-based CX research tracking program that cuts across a broad array of industries.

What you can expect to be doing:

Your day-to-day responsibilities will include managing a large, ongoing research program, working with clients on questionnaire design and reporting, and collaborating with internal teams on sampling, survey programming, data processing and data analytics. You will work closely with senior research staff to assure survey and project accuracy, and to ensure the project stays on schedule, as well as manage junior staff with respect to project deliverables.

• Execute the following aspects of the research process: sample management, field management, quality assurance, data analysis and interpretation of results, dashboard building and management, and collaboration with client and internal team members via an online cloud-based bug tracking software.
• Liaising on a regular basis with all key internal operations groups (data collection, data processing and results reporting) to ensure that accurate, reliable results are delivered to client in a timely, cost-efficient manner
• Build and maintain relationships with key clients by responding to multiple queries and providing updates per client requests
• Maintain project budget and works with team to ensure all aspects of the study continue to operate smoothly; responsible for quality assurance throughout the life-cycle
• Maintain and strengthen client relationships through exceptional service and strong attention to detail and quality control
• Understand and address business needs/issues of clients- providing consultation versus order-taking
• Provide day-to-day guidance and coaching to junior team members, as required

This might be the job for you if you have:

• Bachelor's degree in related field; master's level education an asset
• Minimum of 2-3 years of quantitative market research experience; some supplier/vendor-side experience required
• Strong quantitative research project management skills, PMP certification an asset
• Superior organizational skills, unflagging attention to detail and demonstrated commitment to the accuracy and completeness of information
• Ability to triage and execute a large volume of client requests
• Data savvy with a strong attention to detail and accuracy
• Basic knowledge of SPSS and/or other quantitative reporting tools highly desirable
• Must have the ability to deliver the "so what" in reporting, with foresight into implications of recommendations to clients (e.g., change management, communication, investment required)
• Experience with customer experience research
• Experience with platform technology that enables CX insights and activation. Some experience with solutions such as Medallia, Qualtrics, InMoment, or other CX measurement platforms preferred.
• Ability to manage large customer satisfaction tracking projects while maintaining a strong client service orientation
• Ability to interact with key client stakeholders on a daily basis
• Ability to manage complex, multi-faceted project budgets and to create, manage, and commit to a project plan, schedule and budget
• Highly motivated, self-directed & possess a driven personality capable of working within tight deadlines

If you don't meet 100% of the requirements, we encourage all who feel they might be a fit for the opportunity to apply. We may consider a variety of backgrounds for a particular role and are also committed to considering candidates for available positions throughout our organization, not just the one you're applying to!

The salary range for this role in New York, NY is $73,000 to $85,000. Your final base salary will be determined based on several factors which may include but are not limited to location, work experience, skills, knowledge, education and/or certifications.

What's in it for you:

At Ipsos you'll experience opportunities for Career Development, an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits), a flexible workplace policy, and a strong collaborative culture.

To find out more about all the great reasons to work at Ipsos, how we're making an impact around the world, and more about our benefits and employee programs, please visit:

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Commitment to Diversity

Ipsos recognizes the necessity of building an inclusive culture that values each employee's individuality and diverse perspectives. For more than 40 years, our mission has been to generate and analyze data about society, markets, brands, and behaviors to provide our clients with the insights that elevate their understanding of the world. This could not be fulfilled without Ipsos' diverse employees who compile and analyze this data-they are the essence of who we are and what we do.

We are committed to providing equal opportunity to all employees, creating an environment that promotes inclusion, and enabling employees from all walks of life to flourish. Ipsos encourages our employees to act in a respectful and responsible manner, in line with code of best practices concerning diversity and inclusion, human rights, equality, and civility for every individual.

Ipsos is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected class and will not be discriminated against on the basis of disability.

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