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 & 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 & 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 & 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 & 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 & 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 (KPIs)
- On-Time Delivery: 100% on-time project commencement, delivery, and reporting.
- Client Satisfaction & 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.
Essential 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.