Company Description Undercover CX Consultancy specializes in mystery shopping services that provide deep insights into real-world customer experiences. The team leverages years of expertise to deliver tailored evaluations that help organizations enhance service quality and drive customer satisfaction. Through discreet, structured assessments, the consultancy identifies operational strengths and areas for improvement and turns them into clear, actionable recommendations.

Undercover CX Consultancy positions itself as a trusted partner for businesses seeking to elevate their customer experience strategy and uncover the “hidden” factors that influence loyalty and performance.

Role Description The Mystery Shopping Manager role is a full-time remote position responsible for overseeing the end-to-end delivery of mystery shopping projects. In this role, the individual will design evaluation frameworks, develop survey and reporting templates, and coordinate project timelines and deliverables. Day-to-day tasks include recruiting, training, and managing mystery shoppers; assigning visits; monitoring fieldwork quality; and ensuring that data collection follows agreed methodologies and client requirements.

The Mystery Shopping

Manager will analyze findings, prepare clear client reports and presentations, and communicate insights and recommendations to improve customer experience.



The role also involves collaborating with clients to understand objectives, refining programs based on feedback, and contributing to continuous improvement of processes, tools, and service offerings.

Qualifications

- Experience in customer experience, market research, or mystery shopping management, including designing evaluations, managing field teams, and interpreting customer insights.
- Robust analytical and reporting skills, with the ability to work with qualitative and quantitative data, identify patterns, and create clear, actionable client deliverables.
- Project management capabilities, including planning, scheduling, prioritizing tasks, and managing multiple projects and stakeholders in a remote environment.
- Excellent written and verbal communication skills, with the ability to brief shoppers, collaborate with clients, and present findings to diverse audiences.
- High attention to detail, integrity, and discretion in handling confidential information and conducting unbiased assessments.
- Comfort with digital tools and platforms used for survey design, data collection, collaboration, and remote work; proficiency in standard office software.
- Prior experience in consultancy, retail, hospitality, or service-focused industries is an advantage.
- Bachelor’s degree in business, marketing, social sciences, or a related field (or equivalent practical experience).

📌 Mystery shopping Manager (India)
🏢 Undercover CX Consultancy
📍 India