Senior Research Manager managing Food & Beverage clients through research projects at Ipsos. Overseeing analytical plans, data extraction, insights generation, and client relationships.
About the role
- Customer Delivery Manager with Convera ensuring best in class care from first contact to resolution. Focused on customer escalations, team coaching, and collaboration for continuous improvement.
Responsibilities
- Drive a seamless customer experience
- Develop in-depth knowledge of our product offerings
- Collaborate with Relationship, Product, Operations and Compliance teams
- Own and investigate customer escalations and complaints
- Analyzing and solving problems of diverse scope
- Evaluate processes, devise improvements, measure results, and iterate
- Ability to imagine and ambitiously drives towards “Best in Class Customer Care”
- Identifying and documenting the root cause or defect trends
- Conduct regular service reviews with customer
- Understand regulatory requirements
- Manage requests from external legal entities
- Required to work on projects and assist with business improvements
- Supports leadership with delivering Management Information, regulatory reporting, and analytical reporting
Requirements
- A minimum of 5 years of related experience
- Bachelor’s degree (or similar); or equivalent work experience
- Expert communication skills, both written and oral
- A passion for Best-in-Class Customer Care, a Customer Champion
- Exceptional problem-solving ability, backed by good judgement
- Experience with bringing cross functional teams together to problem solve
- The ability to enhance relationships and networks with senior internal/external partners
- Be a self-starter and master of time management
- Strong knowledge of MS applications
- Ability to view, analyse and present data to differing audiences
- Must be able to conduct regular client visits face to face
Benefits
- Market competitive salary
- Opportunity to earn an annual bonus
- Great career growth and development opportunities in a global organization
- A flexible approach to work (hybrid model)
- Generous insurance (health, disability, life)
- Paid holidays, time-off and leave policies for life events (maternity, paternity, adoption)
- Paid time off for volunteering opportunities (5 days per year)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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