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Executive Vice President, Service Line Leader - Channel Performance
Ipsos - New York, NY
posted about 1 month ago
About the position
The Ipsos Channel Performance Service Line is home to the largest mystery shopping agency in the world, providing best-in-class Retail and Shopper Insights. We complete over a million shops every year in 100+ countries across all industry segments and organization sizes. Our purpose is to help our clients improve their business performance across all channels in which they serve their customers: brick-and-mortar retail, digital e-commerce, and contact centers. Our clients benefit from our experienced team, global reach, personalized local presence, research expertise, and innovative approach. We are looking for an experienced leader to oversee our Channel Performance (CHP) team. In this role, you will serve as a key member of the Ipsos US leadership team and ensure the overall growth and profitability of the business unit. You will have ultimate responsibility for all functions within the business-Client Success, Field & Technical Operations, Business Development and Marketing.
Responsibilities
- Own and manage the P&L for Channel Performance, responsible for revenue, profitability, changeability, and other business KPIs.
- Own best estimates for the business over the year and manage the annual budgeting process.
- Lead strategic planning for Channel Performance, outlining a vision and strategy to execute for near-term and 3-year planning.
- Oversee client portfolio leads for the business, as well as providing business development leadership.
- Play an active role in the US Leadership team, focusing on opportunities for collaboration across other areas of Ipsos.
- Oversee BD, Marketing, Operational & HR initiatives in collaboration with team leads and Finance/HR Support leads.
- Provide business development leadership, leading weekly pipeline review.
- Support team with reviewing or leading big pitches.
- Support and approve pricing strategy for key pitches.
- Lead retain process for client portfolios.
- Lead weekly Channel Performance leadership meetings, focused on financial execution, clients, strategy, and team leadership.
- Conduct regular 1:1's with direct reports and management.
- Lead monthly town halls with the full Channel Performance team.
- Represent interests of the Channel Performance team with US & Global leadership.
- Attend various Global SL meetings and support initiatives.
- Leader of culture across the Channel Performance team, setting expectations and making this team an attractive place for career development.
- Serve as executive sponsor on key accounts.
- Attend key account QBR's.
- Serve as the escalation point for issues and teams.
- Be actively involved in the retention process.
Requirements
- Broad and deep experience within Customer Experience and/or Mystery Shopping research, encompassing a range of industries, clients, and programs.
- Minimum 10+ years of relevant professional experience, including positions in a leadership capacity.
Nice-to-haves
- Strong connections within the industry that will lead to tangible growth.
- Strong commercial acumen to develop growth processes and protocols on the team.
- Exceptional client service focus with the ability to confidently deal with executives and client contacts at a senior management level.
- Effective communication skills and relationship-building abilities.
- Proficient in MS Office with above-average PowerPoint skills.
- Excellent people skills and a collaborative management style.
Benefits
- Career Development opportunities
- Generous PTO
- Healthcare plans
- Wellness benefits
- Flexible workplace policy
- Strong collaborative culture
