Service Line Manager

at  Ipsos

Key Responsibilities:

• Guides his / her team to translate clients’ wants and needs into research that meets the desired objectives.
• Provides input into all elements of research / project design in support of the relevant Research Executive, including: sampling, briefs, screeners, questionnaires, discussion guides, data requests, tables, reports and presentations.
• Checks and approves the analysis plan / screener / questionnaire / discussion guide design, mocks, report & presentation, prior to sending to client for approval.
• Attends all briefs and ensures that all relevant background and positioning is provided by his / her team and that they have prepared the technical brief and timing documents.
• Ensures correct research methodology & process is adhered to.
• Liaises weekly with project management regarding all aspects of projects (daily liaison is done by the researchers).
• Makes informed decisions regarding client projects.
• Brainstorms analysis and presentations with his / her team and provides direction and strategic input and guides the approach to analysis and storytelling.
• Liaises with the relevant experts for input to analysis, reports and presentations.
• Supports and develops the team with regards to insights and value add.
• Ensures research basics and disciplines are implemented and upheld.
• Does final checks on presentations (in more detail than reports).
• Actions all requests which fall in his / her area of responsibility.
• Presents results to clients.
• Ensures profitability on their projects.
• Compiles and adheres to a detailed account plan per client, including contact plan, activity plan, entertainment schedule, sales targets, solution targets and relevant nuances to be considered.
• Communicates with clients on a daily or weekly basis, i.e., adheres to a fixed call / contact schedule but with flexibility based on client needs, both formally & informally (special occasions, casual calls etc.). Returns all client calls within 4 hours of receipt of message (this means internal staff need to make contact with AM’s on cell phones if necessary).
• Organises and attends regular client meetings.
• Compiles meeting minutes within 24 hours and ensures actions as outlined in the minutes are acted upon by the relevant people.
• Communicates with clients via email / faxes and keeps records of all relevant communications and telephone conversations (paper trail – where feasible).
• Develops full research plan for client (big picture) around client specific bench marks – where relevant.
• Negotiates timing or other issues with the client. Manages client expectations with input, or comprehensive understanding, from Operations.
• Accommodates clients as far as possible regarding meeting times, projects requests, etc.
• Books & arranges relevant equipment for meetings if he / she is attending the meeting alone.
• Prepares structured agenda for meetings – covering topics such as timing, quality.
• Follows up on all contracts, scopes of work & billing instructions.

Experience and Education:

• Matric
• A relevant degree in Marketing / Business / Arts (preferably with Honours)
• Minimum 3-years experience managing a team
• Minimum 5-years Research Agency experience
• Minimum 3-years sales and client relationship management experience

• Guides his / her team to translate clients’ wants and needs into research that meets the desired objectives.
• Provides input into all elements of research / project design in support of the relevant Research Executive, including: sampling, briefs, screeners, questionnaires, discussion guides, data requests, tables, reports and presentations.
• Checks and approves the analysis plan / screener / questionnaire / discussion guide design, mocks, report & presentation, prior to sending to client for approval.
• Attends all briefs and ensures that all relevant background and positioning is provided by his / her team and that they have prepared the technical brief and timing documents.
• Ensures correct research methodology & process is adhered to.
• Liaises weekly with project management regarding all aspects of projects (daily liaison is done by the researchers).
• Makes informed decisions regarding client projects.
• Brainstorms analysis and presentations with his / her team and provides direction and strategic input and guides the approach to analysis and storytelling.
• Liaises with the relevant experts for input to analysis, reports and presentations.
• Supports and develops the team with regards to insights and value add.
• Ensures research basics and disciplines are implemented and upheld.
• Does final checks on presentations (in more detail than reports).
• Actions all requests which fall in his / her area of responsibility.
• Presents results to clients.
• Ensures profitability on their projects.
• Compiles and adheres to a detailed account plan per client, including contact plan, activity plan, entertainment schedule, sales targets, solution targets and relevant nuances to be considered.
• Communicates with clients on a daily or weekly basis, i.e., adheres to a fixed call / contact schedule but with flexibility based on client needs, both formally & informally (special occasions, casual calls etc.). Returns all client calls within 4 hours of receipt of message (this means internal staff need to make contact with AM’s on cell phones if necessary).
• Organises and attends regular client meetings.
• Compiles meeting minutes within 24 hours and ensures actions as outlined in the minutes are acted upon by the relevant people.
• Communicates with clients via email / faxes and keeps records of all relevant communications and telephone conversations (paper trail – where feasible).
• Develops full research plan for client (big picture) around client specific bench marks – where relevant.
• Negotiates timing or other issues with the client. Manages client expectations with input, or comprehensive understanding, from Operations.
• Accommodates clients as far as possible regarding meeting times, projects requests, etc.
• Books & arranges relevant equipment for meetings if he / she is attending the meeting alone.
• Prepares structured agenda for meetings – covering topics such as timing, quality.
• Follows up on all contracts, scopes of work & billing instructions