Measurement Solutions Manager

Company DescriptionEthos Integrated Solutions LLC is a leading provider of customer service solutions across the Middle East, with its head office in Dubai. The company focuses on customer experience as a key differentiator of business performance and long-term success. Ethos delivers cost-effective solutions, including Mystery Shopping, Customer Satisfaction Surveys, Benchmarking, remedial training, and consultancy, supported by bilingual expert teams.Ethos leads and mentors an enthusiastic team of individuals and making them successful leaders. Continuing the philosophy of openness and cordial work relationships amongst team members. Identifying and developing leaders for the future. Bring in new leadership that can adopt new challenges and changes and prepare them to take on new frontiers as the business transforms with ongoing demands. Plan for optimum resource utilisation and liaise with HR and the Chief Executive Officer for resource needs. The Director of Measurement Solutions is responsible for striking a good balance between client and team’s needs. Align with sales and provide the proper support for the growth of Ethos. The Director of Measurement Solutions also participates in strategic planning and budgeting initiatives together with day-to-day measurement tasks and project management.Role Description The Measurement Solutions Manager is a full-time, on-site role based in Dubai. This role is responsible for managing/heading the design, implementation, and delivery of measurement solutions such as customer satisfaction surveys, mystery shopping programs, and benchmarking studies. Daily activities include engaging with clients to understand their objectives, translating requirements into measurement frameworks, and overseeing data collection, quality assurance, and reporting. The Measurement Solutions Manager collaborates with consulting and training teams to turn insights into practical recommendations, supports presales activities with solution proposals, and coordinates project timelines, resources, and budgets. The role also involves monitoring solution performance, refining methodologies, and contributing to the continuous improvement of Ethos measurement offerings.QualificationsStrong analytical skills to design measurement frameworks, interpret data, and generate actionable insights.Consulting experience to translate findings into recommendations and partner with clients on customer experience improvement initiatives.Project management skills to plan, execute, and monitor multiple measurement projects, ensuring on-time and high-quality delivery.Sales and presales skills to support solution scoping, proposal development, and client presentations for measurement and customer experience solutions.Bachelor’s degree in Business, Statistics, Marketing, Engineering, or a related field; advanced degree is an advantage.Experience in customer experience, market research, or performance measurement, preferably within the Middle East region.Excellent written and verbal communication skills in English; Arabic language skills are highly beneficial.Ability to work collaboratively with cross-functional teams and engage confidently with client stakeholders at different levels.Proficiency in data analysis tools (e.g., Excel, BI platforms) and familiarity with survey or research software is an asset.Job description Activity and staff:·        Provide suitable, tailored and effective development programmes to Ethos clients, and ensure timely and satisfactory delivery of such programmes.·        Ensure effective handovers of new projects of the Measurement team.·        Responsible for the overall delivery of the projects that involve the Measurement team more than 60%, and conducting weekly meetings with the project manager in such a case.·        Ensure that Clients understand and are fully aware of deliverables before the contract is signed.·        Responsible for performance and supervision of the Measurement team of assigned projects, ensuring effective, timely delivery & commitment to business quality standards and customer satisfaction.·        Conduct client meetings on a regular basis, and complete a visit report within 48 hours of a visit and send a copy to the client.·        Responsible for any written communication related to customer queries/ requests / complaints received from internal and external source.·        Provide support to the Team assigned to his/her projects.·        Produce weekly/monthly progress reports for the Chief Executive Officer·        Escalate necessary issues to the Chief Executive Officer. Customer Service·        Develop an excellent rapport with all internal and external units of business set up to enable timely resolution of customer requests / complaints.·        Demonstrate a professional image at all times, lead by example and operate as a role model whether with internal or external customers by following Ethos Measurement Customer Service Standards Guide.·        Follow up on client updates, key staff promotions, events, rewards...etc. Business Development·        Accompany the Sales team in presentations related to their clients when applicable.·        Conduct Sales presentations when requested.·        Liaise with the Sales team to ensure an effective sales approach and assist in developing proposals when necessary.·        Ensure retention of projects and increased sales though existing projects.·        Ensure maximum profitability of a project and cost reduction.·        Business travel for project delivery and sales purposes.·        Supervise new Measurement products development.·        Ensure that Measurement products portfolio is up to date and plan to increase brand awareness and expansion of the product portfolio.Administration / Documentation·        Responsible for the timely submission of invoices.·        Maintain effective communication with the accounts department on the invoices due to be submitted, delivery of invoices to clients, follow up overdue payments·        Maintain records of all communication with Internal & External Customers.·        Use appropriate Standard Forms/Reports/Formats related to & designed for administration and documentation purposes.·        Ensure that all client and internal documentation is stored as soft copies on the shared drive and all client documents are maintained as hard copies in client files.·        Ensure proper documentation in the event of changes in project plans/operational processes and communicate the changes to the team assigned for the particular project. Processes·        Highlight and provide feedback of customer complaints to the Chief Executive Officer (when necessary) to channel the feedback into process improvements.·        Maintain and follow the Standard Operating Procedure/Process Manuals relating to all functions relating to Project Management.·        Conduct annual review of department processes and procedures and amend when required. Tailored responsibilities and objectives·        Sales Handovers on Time·        Commence projects on Time·        Deliver Projects on Time·        Reporting on Time·        Complete Projects on time·        Invoicing information to Accounts on Time·        Reduce project delays and improve efficiencies throughout project delivery·        Ensure excellent communication with Clients·        Ethos credentials presentation to every existing client·        Sell a minimum of 1 (one) new project / item / solution to every client·        Increase revenue from existing clients·        Every client to refer Ethos to 3 other departments / clients / friends·        ZERO complaints from customers·        ALL team members to be proficient in delivering:1.       ALL Mystery Shopping Activities2.       ALL Survey Activities 3.       Shopper training4.       Report writing5.       Proofreading ·        Enforce use of Oracle·        Produce Quarterly report ·        Reduce the number of departments “employee absentee days”·        Reduce department “travel spend”·        Enhance existing team through more Training ·        Right First Time embedded in everything we do·        Investigate recruitment of new researchers and shoppers Measurement Project Delivery·        Manage and deliver Measurement projects through direct supervision and day-to-day follow-up based on the nature of the project.·        Act as senior management consultant through direct operational involvement in certain projects based on need and team workload.·        Run a quality assurance approach to ensure all delivered projects are up to the intended level.Create and adopt new Measurement solutions, frameworks, and methodologies to increase revenue and overall