Vice President, Client Service (5291-736)

Ipsos Culver City , CA 90231

Posted 3 weeks ago

About Ipsos

Ipsos is the world's third largest market research company, present in 90 markets and employing more than 18,000 people. Our passionately curious research professionals, analysts and scientists have built unique multi-specialist capabilities that provide true understanding and powerful insights into the actions, opinions and motivations of citizens, consumers, patients, customers or employees. We serve more than 5000 clients across the world with 75 business solutions.

Founded in France in 1975, Ipsos is listed on the Euronext Paris since July 1st, 1999. The company is part of the SBF 120 and the Mid-60 index and is eligible for the Deferred Settlement Service (SRD).

ISIN code FR0000073298, Reuters ISOS.PA, Bloomberg IPS:FP

Vice President, Client Service

The role will lead team of project managers across various locations, ensuring successful execution and delivery from end-to-end for all projects. This person will also work closely with the President, Sales and Research teams to strategize, improve processes and drive growth for the business.

Responsibilities and Duties

  • Operations Oversight

  • Manages day-to-day project management and operations with focus on quality execution and optimized processes to support overall business needs, financial goals and client strategies

  • Understands, closely monitors and tracks progress of operations activities against business budgets and goals

  • Has Intimate understanding of business - what we do, what types of clients we service, and all components in the project execution process

  • Comfortably proficient with, and has in-depth knowledge of, all Ipsos systems - NWB, Cortex, Dimensions, BI, iQuote, Jobbook, etc.

  • Ensures proper management of all projects - on time, on spec and on budget

  • Ensures accurate financial reconciliation for all projects

  • Tracks CSM send/response rates & scores; addresses client feedback related to project execution and adapts service and processes as needed

  • PM Team Management

  • Manages and motivates team leaders and project managers

  • Coaches team leaders and project managers though challenges with clients, projects, internal teams or within own team

  • Develops team's skills and talents and secures proper training to drive growth and development

  • Manages resources and leverages team's strengths appropriately to ensure successful delivery of projects

  • Supports team leaders with workload balance and project assignment

  • Evaluates and optimizes team structure and process flows

  • Maximizes team and level chargeability and timesheet compliance

  • Sets yearly goals and schedules regular feedback meetings with team members

  • Client Service

  • Leads or supports teams in managing client communication as it relates to project management and execution

  • Supports team in ensuring that they stay ahead of project issues and proactively communicate/set expectations

  • Leads or supports with resolving escalations and client challenges

  • Process Management and Improvement

  • Seeks ways to improve processes or create efficiencies that will benefits our teams and clients

  • Ensures seamless transition of projects from sales to project management team

  • Anticipates pain points and leads process improvement initiatives

  • Collaboration & Support

  • Supports sales team with proposal development and timing, pricing and executional strategies

  • Supports sales team with client pitches when operations and executional expert is needed

  • Collaborates with Internal teams to resolve project and operational challenges

  • Adds value, provides suggestions and participates in brainstorm sessions or discussions impacting the business

  • Strategic Initiatives

  • Partners with Leadership to strategize/launch/execute initiatives to improve team processes, drive revenue growth and maximize profit

  • Manages end-to-end execution of operations-related strategic initiatives


  • Passionate leader with track record of successfully managing team of project managers across various regions; Skilled in resolving people-management challenges

  • Strong business acumen and ability to get into the details while keeping big picture in mind

  • Experienced project manager with intimate knowledge of all steps in execution process: questionnaire review, program QA, translations, supplier management, fielding, data collection, data delivery, etc.

  • Excellent client service and client management skills

  • High-functioning innovator who can perform in a fast-paced and constantly evolving business

  • Flexible and supportive manager who coaches, motivates and encourages direct reports

  • Strong and confident communicator - clearly communicates with team, internal teams, clients and other leaders

  • Proactive problem solver - takes initiative and resolves issues with minimal guidance

  • Resourceful and able to collaborate effectively with others

  • Solutions-oriented attitude and creative thinker who can brainstorm "outside the box" solutions to resolve challenges or improve processes

Job Qualifications

  • 10+ Years of experience in market research industry, specifically in managing teams and project management

  • Bachelor's Degree in relevant field preferred

Ipsos is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected class and will not be discriminated against on the basis of disability.

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Vice President, Client Service (5291-736)