Measurement Lead

Position Overview

The Director of Measurement Solutions leads the Measurement business unit encompassing mystery shopping, customer experience benchmarking, and survey-based research, focusing on both service delivery excellence and driving commercial growth. This leadership role entails mentoring a team of researchers and project managers, collaborating with Sales to expand current and new client accounts, and representing the Measurement division at senior client meetings. The Director contributes actively to the strategic planning and budgeting processes for the Measurement practice.

Role Overview

As Head of Measurement Solutions, your responsibilities include guiding the strategy, ensuring operational delivery and managing the team for the Measurement Solutions division (covering Mystery Shopping and Surveys). You will function as a senior leader driving project excellence, broadening client relationships, creating innovative measurement products, and fostering a high-performing team environment.

Key Responsibilities

• Lead and develop the Measurement team to guarantee quality standards across mystery shopping, survey design, analytics, and reporting.
• Enhance operational efficiency through resource management and cultivating a culture of continuous learning.
• Manage recruitment, onboarding, and conduct performance evaluations for researchers, shoppers, and analysts.
• Supervise the full cycle delivery of major measurement projects, ensuring timely completion, compliance with quality benchmarks, and adherence to budgets.
• Implement strong quality assurance and risk mitigation procedures to deliver error-free client outcomes.
• Conduct executive-level project reviews, handovers, and monthly updates to the CEO.
• Collaborate with the Sales team on proposals and client presentations to highlight measurement capabilities.
• Spot opportunities for cross-selling and upselling within existing accounts to boost revenue and client retention.
• Drive innovation by developing new measurement products, methodologies, and frameworks to maintain market leadership.
• Act as a senior consultant and key contact for strategic client accounts, ensuring satisfaction and alignment with project scope.
• Perform regular client health checks, proactively addressing feedback to foster continuous improvement.
• Annually update Standard Operating Procedures to optimize workflows and minimize delivery delays.
• Manage project invoicing, financial tracking, and cost-efficiency efforts in collaboration with Finance and Oracle system support.

Key Performance Indicators (KPIs)

• Ensure 100% on-time project start, delivery, and reporting.
• Achieve zero unresolved customer complaints and drive revenue growth via upselling in client accounts.
• Continuously reduce project delays, rework, and uncontrolled travel expenses.

Essential Qualifications & Skills

• Proven experience in leadership or senior managerial roles within research, customer experience (CX), mystery shopping, or management consulting.
• Fluency in both written and spoken English and Arabic is mandatory.
• Advanced skills in Microsoft Office and practical experience with ERP systems; familiarity with Oracle is advantageous.
• Comprehensive knowledge of survey design, mystery shopping principles, data analytics, and CX frameworks.
• Exceptional client communication, executive presentation abilities, and strong commercial insight.
• A Bachelor’s or Master’s degree in Business Administration, Marketing, Research, or a related discipline.