Job Description

Job Title: Manager – Market Research

Location: Malad, Mumbai

Working Days: Monday to Saturday (2nd and 4th Saturdays off)

Office Timings: 9:30 AM to 6:30 PM

Budget: 7-10 LPA

Role Overview

BridgeLoyalty is a CX consultancy running mystery shopping audits, customer journey mapping (both physical and digital), compliance audits, and satisfaction research for clients across BFSI, Retail, QSR, Travel, Telecom, Hospitality and Entertainment. As Assistant Manager, this role owns research delivery end-to-end for a portfolio of projects not just executing research but taking accountability for client relationships, team coordination, and deliverable quality. This includes both physical fieldwork (mystery shopping, branch audits) and digital journey mapping (banking apps, credit card/loan application flows), so the person needs to operate confidently across both contexts and be comfortable being the primary point of contact for clients on their projects.

Key Responsibilities

Own end-to-end delivery for a portfolio of research projects — scoping methodology with the client, designing the research approach, and being accountable for timelines and quality without needing senior sign-off at each stage
Conduct and, where needed, guide others in conducting in-depth interviews (IDIs) with client-defined personas
Source and recruit the right respondent personas for each project — identifying, screening, and confirming participants who genuinely match the client's target profile (e.g., specific customer segments), rather than relying on convenient but poorly-matched respondents.
Design and finalize discussion guides, questionnaires, and audit checklists for each project type, and review/approve tools built by junior team members before fieldwork begins
Lead analysis of research findings — qualitative and quantitative — translating raw data into clear, client-ready insights and recommendations, not just summarized findings
Write and present client-facing reports and decks, including compliance scorecards, NPS/CSAT trend analysis, and journey-stage friction maps, often presenting directly to client stakeholders
Coordinate and provide day-to-day direction to field teams, junior researchers, and mystery shoppers on assigned projects — this includes reviewing their work for quality before it goes to the client
Act as the primary coordination point between internal teams (Data Analysts, field teams), clients, and respondents for the projects under their ownership, escalating only where genuinely needed
Be accountable for the accuracy and defensibility of compliance-linked audit scoring (e.g., RBI-guideline benchmarking), since inconsistencies at this level reflect on the client relationship, not just the deliverable
Partner closely with BridgeLoyalty's Data Analysts to combine qualitative and quantitative findings into one coherent client narrative across the projects they own

Required Skills & Experience

3-5+ years in market research, CX research, or a related qualitative/quantitative research role, with at least 2 years managing projects independently (not just executing under a senior researcher)
Demonstrated experience conducting and reviewing IDIs, with the judgment to know when interview quality isn't good enough to use.
Strong grounding in both qualitative (IDI, discussion guides) and quantitative (survey design, NPS/CSAT scoring) methodologies
Proven ability to present research findings directly to client stakeholders, not just internal teams
Some prior experience coordinating or informally leading junior researchers or field teams, even if not a formal people-management role before
Comfortable working across physical fieldwork coordination and digital journey evaluation
BFSI, retail, or QSR research experience is a strong plus given the compliance-sensitivity of BFSI work specifically

Behavioral Competencies

Takes ownership of outcomes, not just tasks — comfortable being the person a client calls when something needs to be explained or fixed
Can direct and manage a team and give feedback to junior team members without formal authority friction
Holds a high bar on quality and consistency, especially for compliance/audit scoring where the client may push back
Curious and probing in interviews, with the judgment to know when a line of questioning needs adjusting mid-interview