About the Company
NielsenIQ is a global leader in consumer intelligence, delivering the most complete and trusted understanding of the consumers and markets that we serve. We provide an unparalleled view of the retail marketplace and deliver insights that enable our clients to make smarter, faster, and more confident decisions. Join our team to help shape the future of market research and consumer experience.
Job Description
We are seeking an enthusiastic and detail-oriented Mystery Shopping Lead to join our team in Cambridge, MA. This pivotal role involves overseeing our mystery shopping programs, managing a team of mystery shoppers, analyzing data, and translating findings into actionable insights for our clients. You will be instrumental in maintaining the quality and integrity of our mystery shopping data, ensuring our clients receive the most accurate and impactful information to improve their customer experience.
Key Responsibilities
- Recruit, train, and manage a team of mystery shoppers, ensuring high performance and adherence to guidelines.
- Develop and implement comprehensive mystery shopping programs tailored to client objectives.
- Oversee the scheduling and execution of mystery shopping assignments, ensuring timely completion and coverage.
- Review and validate mystery shopping reports for accuracy, completeness, and objectivity.
- Analyze mystery shopping data to identify trends, patterns, and key areas for improvement in customer service.
- Prepare detailed reports and presentations for clients, outlining findings and recommending strategic actions.
- Collaborate with client teams to understand their needs and align mystery shopping initiatives with broader business goals.
- Maintain up-to-date knowledge of industry best practices and emerging trends in mystery shopping and customer experience.
- Handle budget management for mystery shopping projects.
Required Skills
- Proven experience in mystery shopping program management or similar field.
- Strong leadership and team management abilities.
- Excellent analytical and problem-solving skills, with proficiency in data interpretation.
- Exceptional written and verbal communication skills.
- High attention to detail and accuracy.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
- Ability to work independently and manage multiple projects simultaneously.
Preferred Qualifications
- Bachelor's degree in Marketing, Business Administration, or a related field.
- Experience with survey platforms or mystery shopping software.
- Previous experience in a client-facing role.
- Understanding of retail operations and customer service best practices.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company matching.
- Generous paid time off and holidays.
- Opportunities for professional development and career growth.
- Employee assistance program.
- Collaborative and inclusive work environment.
- Access to a state-of-the-art office facility.
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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