About the Company
Ipsos is one of the largest market research and consulting firms globally, dedicated to helping clients better understand people, markets, brands, and societies. With a presence in 90 markets and over 18,000 employees, we deliver actionable insights that drive business growth and societal progress. We value curiosity, collaboration, and innovation, empowering our teams to make a real impact.
Job Description
As a Mystery Shopping Lead at Ipsos, you will play a pivotal role in driving the success of our customer experience measurement programs. You will be responsible for recruiting, training, and managing a diverse team of mystery shoppers, ensuring the consistent delivery of high-quality data and insights for our clients. This leadership position requires a keen eye for detail, exceptional organizational skills, and a passion for fostering team development and performance. You will be instrumental in maintaining the integrity of our data collection processes and contributing directly to strategic client recommendations.
Key Responsibilities
- Lead the full lifecycle of mystery shopper management, including recruitment, onboarding, training, and ongoing performance evaluation.
- Develop and implement effective mystery shopping programs tailored to client objectives and industry best practices.
- Monitor shopper performance and data quality, providing constructive feedback and implementing corrective actions as needed.
- Manage shopper scheduling, assignments, and reporting to ensure timely project completion.
- Collaborate with project managers and client service teams to understand research objectives and translate them into actionable shopper briefs.
- Stay abreast of industry trends and innovations in mystery shopping and customer experience measurement.
- Ensure compliance with all company policies, ethical guidelines, and data privacy regulations.
- Foster a positive and supportive team environment, encouraging professional growth and engagement.
Required Skills
- Proven experience in team leadership or project coordination, preferably in a research or field operations context.
- Exceptional communication and interpersonal skills, with the ability to motivate and guide a diverse team.
- Strong organizational skills and attention to detail.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
- Ability to manage multiple projects simultaneously and meet tight deadlines.
- Problem-solving aptitude and a proactive approach to challenges.
- Understanding of data quality principles and quality assurance processes.
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Psychology, or a related field.
- Experience with mystery shopping methodologies or customer experience programs.
- Familiarity with online survey platforms or field management software.
- Previous experience in recruitment or training.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- 401(k) matching program.
- Professional development and growth opportunities.
- Flexible hybrid work model.
- Employee assistance program.
- Discounts on various products and services.
- Collaborative and inclusive company culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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