Service Line Manager - Customer Experience

Key Responsibilities:
- Overall management of selected client accounts.
- Oversees all team projects, research disciplines, meeting objectives, adherence to quality standards, value add / insights, meeting of deadlines and budgets.
- Supports the Service Line Manager and Service Line Lead in managing the research team RA, RE, SRE levels.
- Liaises with relevant specialist teams on behalf of team.
- Has core solutions knowledge.
- Report writing and presenting to clients.
- Proposal writing and presenting to clients.
- Business development / retention and achieving sales targets.
- Thought leadership and collaboration across all CX teams.
- Liaises with support functions, project management and operations to ensure successful delivery of all projects. Account planning and strategy.
Education:
- School: Matric
- Relevant Degree / diploma in Marketing, Arts or Business is essential (an Honours degree would be an advantage)
Experience:
- Minimum 3-years experience as a Senior Researcher with Account Management experience (or equivalent) in a Market Research company
- Minimum 3-years practical experience and understanding of the research process in order to coordinate a research project from start to finish
- Drivers license is essential for travel to client meetings.
- Good people management skills
- Excellent interpersonal skills
- Good time management skills
- Ability to work under pressure
- Ability to prioritize, multitask and meet deadlines
- Proficiency with the MS Office package
- Ability to learn other software packages
- Excellent understanding of research, with strong technical skills
- Strong research methodology knowledge