Role Overview
As the Head of Measurement Solutions you will lead the strategy operational delivery and team management for A Company Measurement Solutions division including Mystery Shopping Surveys You will act as a senior leader responsible for driving project excellence expanding client relationships developing innovative measurement products and nurturing a high-performing team
Key Responsibilities- 1 Strategic Leadership amp Team Management
- Lead mentor and upskill the Measurement team to maintain high standards across mystery shopping survey design analytics and reporting
- Drive operational efficiency manage resource allocation and optimize team performance while fostering a continuous-learning culture
- Oversee recruitment onboarding and performance reviews for researchers shoppers and analysts
- 2 Project Delivery amp Quality Assurance
- Oversee end-to-end delivery of key measurement projects ensuring on-time execution strict adherence to quality standards and budget management
- Establish robust Quality Assurance QA processes and risk-mitigation strategies to ensure error-free client deliverables
- Right First Time Conduct executive-level reviews project handovers and monthly progress reporting directly to the CEO
- 3 Business Development amp Account Growth
- Partner with the Sales team on pitches proposals and client presentations to showcase measurement capabilities
- Identify cross-selling and upselling opportunities within existing client accounts to drive revenue growth and long-term client retention
- Lead the innovation and expansion of new Measurement products methodologies and frameworks to keep Company s portfolio market-leading
- 4 Client Relationship amp Advisory
- Serve as a senior consultant and key point of contact for strategic client accounts ensuring high satisfaction and clear alignment on scope
- Conduct regular client health checks address feedback proactively and turn client insights into continuous process improvements
- 5 Operations amp Process Excellence
- Review and refine Standard Operating Procedures SOPs annually to streamline workflows and reduce delivery delays
- Oversee project invoicing financial tracking and cost optimization in coordination with the Finance department via Oracle
- Key Performance Indicators
- On-Time Delivery 100 on-time project commencement delivery and reporting
- Client Satisfaction amp Growth Zero unresolved customer complaints and measurable account revenue growth through upsells
- Operational Efficiency Continuous reduction in project delays re-work and unmanaged travel spend
Qualifications & Skills
Experience:
Proven track record in a leadership or senior managerial role within research, customer experience (CX), mystery shopping, or management consulting. Language Proficiency:
Fluent in written and spoken English and Arabic (essential). Technical
Skills:
Advanced proficiency in Microsoft Office Suite; hands-on experience with ERP systems (Oracle experience is a plus). Industry Knowledge:
Deep expertise in survey design, mystery shopping methodologies, data analysis, and CX frameworks.
Soft Skills:
Exceptional client-facing communication, executive presentation skills, and strong commercial acumen.
Education:
Bachelor s or Master s degree in Business Administration, Marketing, Research, or a related field.
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