• Ipsos
  • Executive Director – Head of Customer Experience (CX)

Executive Director – Head of Customer Experience (CX)

Service Line: Customer Experience

About Ipsos

Ipsos is an independent market research company controlled and managed by research professionals. Founded in France in 1975, Ipsos has grown into a worldwide research group with a strong presence in all key markets. Ipsos ranks third in the global research industry.

Ipsos has been listed on the Paris Stock Exchange since 1999 and, while annual accounts for 2021 are still to be closed, the business was on track to report global revenues of c. € 2 billion. Our activity in the third quarter of 2021, the last for which official results were published, was 8.5% higher than in the same period of 2019, just before the COVID-19 pandemic.

With offices in 89 countries, Ipsos HK delivers insight and expertise across nine service lines: Market Strategy & Innovation, Brand Health Tracking, Audience Measurement, Healthcare, Ipsos UU (qualitative), Customer Experience, Strategy3 (our advisory services), Observer & Social Intelligence Analytics.

Ipsos researchers assess market potential and interpret market trends. They develop and build brands. They help clients build long-term relationships with their customers. They test advertising and study audience responses to various media, and they measure public opinion around the globe. Visit www.ipsos.com to learn more about Ipsos’ offerings and capabilities.

Customer Experience at Ipsos:

We are recruiting for an enthusiastic and driven Executive Director – Head of Customer Experience (CX) Service Line, who thrives on being part of a high-performing team and with a proven, strong track record of working within both research and CX.

Ipsos is the global leader in designing, measuring and delivering value from Customer Experience programmes. We help organisations retain customers and recover those at risk, grow share of spend, increase advocacy and drive up operational efficiency; to ‘deliver a Return on Customer Experience Investment (ROCXI)’. Based across 50 countries, our expert CX teams help organisations at all stages of CX measurement and management, using a unique blend of research, technology, analytics and advisory solutions.

Main Responsibilities:

  • Lead strategic planning and subsequent implementation of Ipsos’ CX Advisory offering in HK
  • Work with Global Head of CX Advisory to create/tailor market-relevant portfolio of CX Advisory solutions, building on existing offering and introducing new solutions, which will complement the suite of related CX research, technology and analytics solutions
  • Work with Global Head of CX Advisory and Global central team to create relevant implementation (frameworks, deliverable ‘templates’, benchmarks, etc.), sales, marketing, thought leadership and training materials to enable rollout
  • Work with Global Head of CX Advisory, Global central team and CX market leader to build/develop advisory teams/capability in market (recruitment, learning & development, coaching, etc.)

Business Development/Commercial:

  • Design and implement CX advisory commercial strategy/plan, ensuring financial performance delivered in line with budget requirements
  • Lead and drive new advisory business development; entire sales cycle from opportunity identification and prospecting to deal close
  • Lead, design, coordinate and deliver winning advisory proposals and pitches
  • Ensure that programmes are costed and priced accurately and appropriately
  • Recommend and implement strategy for retaining and developing existing CX accounts
  • Create supportive relationships with relevant colleagues (including technical/implementation and research/client service teams), working together to deliver to clients’ business objectives

Client Relationship Management:

  • Cultivate outstanding client relationships with business leaders, to establish trusted advisor status and uncover new budget opportunities, by demonstrating leadership, adding strategic value and connecting on a personal level
  • Consulting with clients to address business/CX challenges and lead the delivery of CX advisory services to address these challenges and deliver a Return on our Clients’ CX Investment (ROCXI)
  • ‘Connect the dots’ across projects, where relevant, building on previous work to provide additional value

Programme Management:

  • For significant advisory programmes, lead/support the programme team to design and deliver programme through to final output and resolve any major issues
  • Ensure ongoing advisory programmes deliver value and are activated within our clients’ businesses

Team Management:

  • Management and development of team; empowering and motivating them to deliver at their best

Senior Leadership:

  • Contribute as a senior leader in the Ipsos HK team, supporting the Managing Director to drive the overall success of the business
  • Support development and delivery of CX Thought Leadership and Marcom plans, including likes of contributing Thought Leadership articles, presenting at internal and external events and similar

Key Internal Relationships:

  • Leader of, and colleagues in HK Customer Experience Service Line
  • Global Head of Advisory
  • Global Central Customer Experience team
  • EFM Technical and Implementation teams
  • Ipsos Client (Relationship Management) Organisation
  • Other Ipsos Service Lines

Requirements for the role Knowledge and Technical Skills:

  • Degree in business related field
  • Minimum 10 years’ professional experience, with strong evidence of success in:
    • CX advisory/consultancy
    • New business development, including identifying strategic opportunities in major accounts and closing complex CX (combined) research, advisory and technology solution sales
    • Client relationship management, including at C-suite
    • Building and leading teams - Excellent leadership skills and the ability to engender trust and respect from colleagues and clients alike.
  • Deep knowledge and understanding of Customer Experience (UX a plus)
  • Experience in senior roles at consultancy organisations. Would also consider individuals who have held relevant senior roles in research firms or client-side
  • Excellent spoken and written English and Chinese

Key Behaviours:

  • Ambitious/driven
  • Passion for CX
  • Leadership and ‘one-team’ ethos
  • Demonstrate Ipsos’ Vales: Integrity, Curiosity, Collaboration, Client First and Entrepreneurial Spirit

 

We offer an attractive remuneration package with a 5-day workweek to suitable candidates. Interested parties, please send your resume to [email protected].