About the Company
Ipsos is one of the world’s largest market research and consulting firms, committed to delivering accurate and relevant data to help our clients make smarter decisions. With a global presence, we specialize in understanding people and markets across various industries. Our Customer Experience division focuses on improving client-customer interactions through innovative research methods, including mystery shopping programs that provide invaluable insights.
Job Description
We are seeking a highly motivated and detail-oriented Mystery Shopping Lead to join our dynamic Customer Experience team in Arlington, VA. This is a unique opportunity for an individual with a passion for quality and customer service to lead a team, manage complex projects, and significantly impact client satisfaction and operational excellence. The Mystery Shopping Lead will be responsible for overseeing the successful execution of mystery shopping programs, ensuring data integrity, and providing actionable insights to our clients. You will play a crucial role in shaping the customer experience strategies for some of the world’s leading brands.
Key Responsibilities
- Lead, mentor, and manage a team of mystery shopping coordinators and a network of shoppers, fostering a collaborative and high-performing environment.
- Oversee the end-to-end execution of multiple mystery shopping projects, from planning and recruitment to data collection and reporting.
- Develop and maintain detailed project plans, timelines, and budgets, ensuring projects are delivered on time and within scope.
- Ensure the quality and integrity of mystery shopping data through robust validation processes and shopper performance monitoring.
- Collaborate with internal stakeholders and clients to understand research objectives and translate them into effective mystery shopping programs.
- Prepare comprehensive reports and presentations, synthesizing data into clear, actionable insights and recommendations for clients.
- Identify opportunities for process improvement and innovation within the mystery shopping methodology and operations.
- Conduct regular performance reviews for team members and provide constructive feedback and development opportunities.
Required Skills
- 3+ years of experience in market research, customer experience, or a related field, with direct exposure to mystery shopping programs.
- Proven experience in a leadership or team management role.
- Strong project management skills with the ability to manage multiple complex projects simultaneously.
- Excellent analytical skills, with the ability to interpret data and draw actionable conclusions.
- Exceptional written and verbal communication skills, capable of presenting complex information clearly and concisely.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
- High level of attention to detail and a commitment to data accuracy.
Preferred Qualifications
- Bachelor's degree in Marketing, Business Administration, Sociology, Psychology, or a related field.
- Familiarity with mystery shopping software platforms and tools.
- Experience working with diverse client portfolios across various industries.
- Certification in project management (e.g., PMP) is a plus.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Generous paid time off (PTO) and company holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career advancement.
- Life insurance and disability benefits.
- Employee assistance program.
- Vibrant and inclusive company culture.
- Commuter benefits program.
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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