About the Company
Ipsos is one of the largest market research and consulting firms in the world, operating in 90 markets and employing more than 18,000 people. Our passionate and curious researchers, analysts, and scientists have built unique multi-expert capabilities, working across six lines of business: Market Measurement, Opinion & Social Research, Qualitative, Quantitative, Healthcare, and Customer Experience. We help clients make smarter decisions by providing actionable insights into markets, brands, and people. Join a global leader dedicated to making a difference.
Job Description
We are seeking a highly motivated and experienced Mystery Shopping Lead to join our dynamic Customer Experience team in Torrance, CA. This pivotal role involves overseeing and managing mystery shopping projects from conception to completion, with a strong focus on team leadership and ensuring the highest standards of data quality and client satisfaction. You will be instrumental in shaping our mystery shopping programs, leading a team of dedicated shoppers and project coordinators, and delivering critical insights that drive business improvements for our diverse client base. This is a unique opportunity for an individual with a passion for customer experience and a knack for team management to make a significant impact.
Key Responsibilities
- Lead, mentor, and manage a team of mystery shoppers and project coordinators, fostering a collaborative and high-performance environment.
- Oversee the recruitment, training, and ongoing management of our mystery shopper panel, ensuring a robust and diverse network.
- Design, develop, and implement comprehensive mystery shopping programs tailored to client objectives and industry best practices.
- Ensure the quality, accuracy, and integrity of all collected mystery shopping data through rigorous validation processes.
- Analyze mystery shopping data to identify key trends, performance gaps, and opportunities for improvement.
- Generate insightful reports and presentations for clients, translating complex data into clear, actionable recommendations.
- Manage project timelines, budgets, and deliverables, ensuring projects are completed on schedule and within scope.
- Serve as the primary point of contact for client communication regarding project status, findings, and strategic insights.
- Continuously develop and refine mystery shopping methodologies, tools, and processes to enhance program effectiveness.
- Stay abreast of industry trends and innovations in customer experience and mystery shopping.
Required Skills
- Minimum of 4 years of proven experience in market research, with a strong emphasis on mystery shopping or customer experience programs.
- Demonstrated leadership and team management abilities, with experience in coaching and developing talent.
- Exceptional analytical and problem-solving skills, with the ability to interpret complex data and derive meaningful insights.
- Proficiency in data analysis tools, including Microsoft Excel (advanced functions), and familiarity with other statistical software.
- Outstanding verbal and written communication skills, capable of presenting findings clearly and persuasively to diverse audiences.
- Meticulous attention to detail and strong organizational skills to manage multiple projects simultaneously.
- Strong client-facing skills, with a track record of building and maintaining positive client relationships.
- Ability to work effectively both independently and as part of a collaborative team.
Preferred Qualifications
- Bachelor's degree in Marketing, Business Administration, Psychology, or a related field.
- Experience with specialized mystery shopping software platforms and survey tools.
- In-depth knowledge of broader customer experience (CX) best practices and methodologies.
- Project Management Professional (PMP) certification or equivalent experience.
- Prior experience working with global teams or international clients.
Perks & Benefits
- Competitive annual salary with performance-based bonuses.
- Comprehensive health, dental, and vision insurance coverage.
- Generous paid time off, including vacation, sick leave, and company holidays.
- 401(k) retirement plan with robust company matching contributions.
- Opportunities for professional development, training, and career advancement.
- A vibrant, collaborative, and intellectually stimulating work environment.
- Employee assistance programs and wellness initiatives.
- Access to a global network of industry experts and cutting-edge research methodologies.
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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