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Service Line Lead - Customer Experience/Mystery Shopping

Remuneration:negotiable Cost to company 
Location:Johannesburg, Fourways
Education level:Degree
Job level:Management Jnr-Mid

Job description

The service line lead will be responsible for growing the service line(s) business, executing and delivering with excellence the services in the country in a profitable manner. This person will also be responsible for promoting Ipsos expertise for the service line(s), acting as a thought leader and collaborating fully with other Ipsos teams. The service line lead will also execute the global service line(s) strategy and plan locally. They will drive and support service line(s) team(s) in building expertise and service excellence.

Key performance areas:
  • Service line strategy and thought leadership
  • Business management
  • Contract management
  • Client relationship management
  • Reporting
  • P&L
  • People management
  • Multiple service lines management



• Relevant degree in marketing, sociology, psychology, politics (preferably with honours)


Minimum of 10 years’ experience including:

• Client relationship management
• Business management
• Project management
• People management

Additional requirements:

• Market research expertise; methods expertise in the service line
• Mastering of services inside the service line
• Strong client industry knowledge
• Familiarity with, and curiosity about, other service lines
• Analytical skills
• Negotiation
• Issue/crisis management
• Financial and pricing acumen
• Risk management
• Strategic thinking
• Communication
• People management
• Leadership including thought leadership
• Team spirit
• Client-centricity

Posted on 26 Mar 11:58

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Diana Le Roux

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