Senior ​Fieldwork Manager ​- Channel Performance

Are you an experienced operations leader who thrives on delivering high-quality projects at scale? Do you enjoy coaching teams, solving complex challenges and driving continuous improvement? If you're passionate about customer experience, operational excellence and making a real impact, we'd love to hear from you.

About the role

Join our Channel Performance team, where we help leading organisations understand and improve the experiences they deliver to their customers through mystery shopping and performance measurement programmes.

As a Senior Fieldwork Manager, you'll play a pivotal role in leading the successful delivery of multiple mystery shopping projects, ensuring fieldwork is completed efficiently, accurately and to the highest standards.

Working closely with Project Management, Client Success and Operations colleagues, you'll oversee resource planning, operational performance, quality metrics and risk management, while acting as a key escalation point for project delivery challenges.

This is an excellent opportunity for a people-focused leader who enjoys developing high-performing teams. You'll coach and support colleagues, drive continuous improvement initiatives, influence business performance and help shape the future growth of the team. If you're looking for a role that combines operational leadership, stakeholder engagement and team development in a fast-paced environment, this could be the perfect next step.

About you

• Strong leadership skills combined with accountability and sound decision-making.
• Excellent organisational skills with the ability to manage multiple priorities and deadlines.
• Proven ability to build effective relationships and influence a wide range of stakeholders.
• Commercially minded with an understanding of operational performance measures and business objectives.
• Analytical and solution-focused approach to identifying and resolving challenges.
• Experience coaching, developing and motivating teams to achieve high performance.
• Continuous improvement mindset with a passion for enhancing processes and ways of working.
• Confidence using AI tools responsibly to improve productivity, quality and operational effectiveness.

Essential skills

• People management experience.
• Strong organisational and planning skills.
• Excellent stakeholder management and communication skills.
• Experience managing operational risks, issues and escalations.
• Strong analytical and problem-solving capability.
• Commercial awareness, including budgets, utilisation and performance metrics.
• Proficiency in Microsoft Office applications and the ability to learn new systems quickly.
• Experience driving operational efficiencies and process improvements.

Desirable skills

• Experience within mystery shopping, customer experience or market research environments.
• Experience managing distributed workforces, field teams or shopper panels.
• Knowledge of shopper engagement, recruitment or panel management processes.
• Experience supporting organisational or operational change initiatives.
• Experience using AI technologies to enhance operational delivery and team effectiveness.

Benefits

We offer a comprehensive benefits package designed to support you as an individual. Our standard benefits include 25 days annual leave, pension contribution, income protection and life assurance. In addition, there are a range health & wellbeing, financial benefits and professional development opportunities.

We have a hybrid approach to work and ask people to be in the office or with clients for 3 days per week. We appreciate you may have commitments outside of work and will consider flexible working applications - please highlight what you are looking for when you make your application.

We are committed to equality, treating people fairly, promoting a positive and inclusive working environment and ensuring we have diversity of people and views. We recognise that this is important for our business success - a more diverse workforce will enable us to better reflect and understand the world we research and ultimately deliver better research and insight to our clients. We are proud to be a member of the Disability Confident scheme, certified as a Level 2 Disability Confident Employer. We provide an inclusive and accessible recruitment process. Your application will be reviewed by someone from our Talent Team who will be in touch either way to let you know the outcome.

Ready to have an impact? Apply now!