Head of Client Success - Customer Experience

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As Head of Client Success, you will report in to the Head of the Client Service team and be fully responsible for driving the Client Success agenda. You will lead our specialists to translate client requirements into best practice design, set up, specification, execution and delivery of large complex projects across sectors which could include Telco, Retail & Fashion, Hotels & Hospitality, Auto, Financial Services +++ in the UK and other markets.

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.

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:

• 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
• Manage and actively develop team members, through on-the-job coaching, training and effective people management, securing talent for the future through effective recruitment

This role offers hybrid working from our London office 3 days per week and the rest from home.

About You

Background:

These are the areas of knowledge and expertise that matter most for this role.

• 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.
• You have a strong understanding of research methodologies and a passion for customer experience
• You have contributed directly to revenue generation, e.g. by writing proposals and winning new business and/or developing client accounts profitably
• You have a high aptitude for technology and have practical experience with AI-based tools, and you constantly seek out the latest thinking in both tech and CX

Skills:

• Understanding and experience of the full project lifecycle for research delivered via CX platforms: how to build client relationships, platform best practice dashboard and sample design, ongoing programme management, quality assurance and troubleshooting.
• Strong commercial outlook, understand client business and seek to elevate our client programmes to deliver measurable impact
• The 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 our programmes whilst adhering to client budget, needs and sold scope
• Natural interest in latest Client Success thinking including the role of AI

Behaviours:

• You communicate in an authoritative and influential way to inspire confidence and are always listening to the team, clients and the wider business,
• You are confident in any client situation able to build strong relationships that allow you to celebrate successes but also rise to challenges as you guide them through new builds and transformations
• You work collaboratively with people both internally and externally, adapting your communication style accordingly and adopting our values
• You are intellectually curious, passionate about customer experience and looking for ways to develop your skills further
• You are committed to a growth mindset, supporting others to grow and develop through feedback, training and mentoring and engaging with giving and seeking feedback
• You are flexible to changing needs and situations, and speak positively about change, always looking for ways to improve or opportunities

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.

Ipsos is committed to equality, treating people fairly, promoting a positive and inclusive working environment and ensuring we have diversity of people and views.