Operations Director EU

BARE International is a US-based global customer experience consulting firm with 30 years of experience. The company set the industry standard as the largest independent provider of customer experience research. BARE International has global coverage with 12 Offices around the world. Our vision is to inspire excellence by delivering actionable insights to our clients that strategically impact the improvement of their customer experience.

This position is open exclusively to internal candidates only including both Employees and Independent Contractors.

Position Summary:
Supervise the activities of assigned operational teams & ensure all client needs are met.

Essential Duties:

• Coordinate the work of KAM TLs Client Service Manager and RM leaders
• Participate and contribute to monthly global OPS calls
• Client Management
  • Coordinate all client business accounts ensuring all deadlines are met in a timely and orderly fashion.
  • Maintain the client relationship and oversee client satisfaction.
  • Build relationship by establishing trust and credibility through regular meetings and communication.
  • Respond to all client calls emails and texts within 24 working hours.
  • Exceed quality expectations by constantly monitoring data and results proactively informing the client of any concerns and working with the team to immediately correct and improve results.
  • Resolve promptly key operational problems/issues.
  • Conduct or attend in-person meetings at client or BARE offices.
  • Complete other duties as assigned.

• Team Management
  • Supervise all team members of KAM and RM departments.
  • Provide training coaching and mentoring to new and existing employees; assist in the orientation/acclimation process for new employees.
  • Communicate effectively and positively with team members in many locations with diverse backgrounds.
  • Organize team meetings and participate in regular 1:1s with RM and KAM TLs for coaching & development.
  • Address performance issues when necessary and keep accurate documentation of all performance counseling sessions positive or performance-improvement.
  • Motivate teams participation towards operational goals.
  • Monitor workloads and coach and motivate staff with clear goals and feedback.
  • Conduct regular formal performance appraisals for KAM/RM TLs and follow up on departmental individual goals.
  • Conduct team audits to ensure adherence to processes and procedures.
  • Create a customer-focused and positive team spirit.
  • Align local KPIs with Global KPIs to ensure drive towards corporate goals.

• Development Optimization & Delivery of Client Projects
  • Guide and control assigned staff with evaluator recruitment; ensure quality control of projects set up research surveys/accounts audit submitted reports as needed.
  • Ensure high and timely completion of the projects.
  • Define and communicate client needs goals methodologies and research scopes to the team.
  • Identify Operational/Fieldwork issues and recommend solutions.
  • Author project summaries analyses or case studies when required.
  • Coordinate the reporting needs of clients with close cooperation of the Business Intelligence team.
  • Create and conduct tailored presentations to clients.

• Cost Control
  • Monitor client budgets and billing process for accuracy and timeliness.
  • Monitor project budget; evaluate and implement opportunities to reduce operational costs.
  • Coordinate monthly client invoicing and evaluator payments.
  • Research and resolve evaluator payment issues and questions.
  • Compile monthly financial reports (e.g. Shop Metrics Revenue Analysis Budgets etc.).
  • Communicate monthly revenue analysis wins and opportunities with team; set goals and strategies for cost-cutting and cost optimization.
  • Develop and implement operational strategies to maximize efficiency and eliminate waste/redundancy.
  • Remain aware of all specification changes and subsequent impact on costing and client fees.

• Internal Communication & Strategy
  • Assist in strategy development and execution.
  • Organize and attend Internal Project Account Review and Operational meetings.
  • Assist with the implementation of company policies and procedures through leadership by example.
  • Participate in management meetings; provide consultative feedback to management and superiors; provide advice and assistance to senior management in the planning implementation and evaluation of modifications to operations systems and procedures.

Required Education Experience & Skills:

• Bachelors degree and three years relevant work experience.
• Knowledge of customer experience industry relevant business cycles and evaluation programs.
• Demonstrate leadership skills.
• Proven conceptual and strategic skills.
• Record of developing and documenting procedures and processes based on knowledge and experience.
• Demonstrated ability to communicate effectively verbally and in writing at all levels within and outside of the organization.
• Proven ability to respond to team and customer needs in a timely and effective manner.
• History of meeting commitments on time and on budget.
• Demonstrated ability to problem-solve and find creative solutions to problems using available resources.
• Record of providing recommendations to improve quality and productivity in a clear and comprehensive manner.
• History of managing multiple projects at different stages in a deadline-driven environment while always keeping costs and budgets in mind.
• Proven ability to produce required deliverables within established timelines including while under pressure or within tight turnaround times.
• Demonstrated ability to self-motivate and work effectively with minimal supervision.
• Ability to receive and apply constructive criticism for professional growth.
• Advanced proficiency with Microsoft Outlook Word Excel and AI.

Should you desire reasonable accommodations in submitting your interest for this role please contact EU HR Manager at.All protected classes are especially encouraged to apply. BARE does not discriminate against any individual regardless of sex gender sexual orientation gender identity veteran status differing abilities ethnicity nationality religion or any other protected factor.

BARE International would like to store your CV in its Bamboo HR Hiring database for 2years for the purpose to provide you opportunities in case of similar openings within the BARE Group. Your data is handled by HR professionals of BARE International and is kept on servers at North America. Details about the Data handling at BARE can be obtained at BAREs. For questions or requests to revoke this consent you can any time contact us onourData Privacy Webform.

Required Experience:

Director