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Commercial Support Panel Manager – Mystery Shopping

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job-openings

Description


Purpose of the Role
Act as a key player in managing the Mystery Shopping IC assessor panel. This covers a range of activities from recruitment of assessors to managing a quality control process. This involves working effectively and closely with the Commercial Support and Account Teams as well as other areas of the business.
  • Management of the Commercial Support Team (Non-Transport) team;
  • Ensuring projects are performed to a high standard, in a timely fashion and within budget;
  • Managing the personal development of the team members, and
  • Representing the Commercial Support Team where appropriate.
Key Activities
  • In co-operation with the Field Quality Director, lead, supervise and motivate the Commercial Support Team (CS Team) to provide an excellent level of service to the Account Teams by delivering quality fieldwork in a timely fashion and to manage costs effectively within project specifications.
  • To efficiently and effectively delegate and assign duties within the CS Team;
  • Utilise best practice to ensure departmental procedures are followed in respect to allocation, de-allocation, pre-tracking, tracking and quality control;
  • Organise shift patterns to suit the business requirements;
  • Set targets and monitor performance of the CS Team and to take appropriate measures when performance does not meet requirements;
  • Recruit and train new personnel
  • Act as the key contact and provide on-going service to Commercial Team to keep them informed of the status of their projects.
  • Think strategically and collaborate with others on development of the recruitment and assessor engagement strategies – including introducing a formal quality assessor “rating” system.
  • Manage the execution process closely to ensure that the scope and budget are maintained and tracked and the panel is meeting the project and client specifications
  • Manage the panel database and make recommendations on replenishment to ensure we meet business objectives
  • Manage the execution of the panel engagement strategy –  for example deployment of a newsletter and online communication and review the increased use of social media to increase efficiencies
  • Work with Account Teams to ensure they provide enough and relevant information to assessors to ensure data quality
  • Provide assistance to CS Team in dealing with queries in order to achieve timely resolution.
Personal Responsibilities
  • Abide by the ‘GfK Guiding Principles’
  • Keep non project records up-to-date (timesheets, archiving)
  • Take responsibility for own time management with advice on priorities if required
  • Ensure timesheets are completed on time and that they reflect the actual time spent working on each project / task
  • Be fully up to date with the company’s quality systems
  • Keep the working area tidy – observe clean desk and floor policy
  • Take advantage of GfK’s formal and informal training opportunities
  • Impart knowledge and experience to more junior members of the team
Requirements
Key Interfaces
  • Take advantage of GfK’s formal and informal training opportunities
  • Impart knowledge and experience to more junior members of the team
  • Line Manager (Field Quality Director)
  • Commercial Support Supervisor
  • Other Operational function – Project Design & Set-up
  • Development Team
  • Assessors
Technical Skills Required
  • Excellent management skills
  • Excellent motivational skills
  • Excellent strategic thinking and planning skills
  • Excellent communication skills using email, telephone and social media
  • Ability to thrive in a team orientated, collaborative environment, coordinating a variety of roles and resources to bring projects to fruition
  • Detail orientated with strong organisation and problem solving skills
  • Ability to organise and prioritise multiple projects in a fast paced environment
Typical Education and Work Experience required
  • Previous experience in a Field/Operation role beneficial
  • Proven record in panel management, recruitment and retention
  • Ideally to at Least degree standard
  • Ideally experienced in managing people and delivering to deadlines
  • Ideally experienced in target setting and performance management
  • Demonstrated high level of service with stakeholders
Additional Comments
  • The position will involve mainly working out of Luton but there may be a requirement to visit Oxford Office, and occasional out of office working hours at short notice.
To find out more information about the role and to apply, please click here

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