Ramona Chivu
Service & Research Leader | Leadership Coach
Bucharest
Summary
Service-oriented leader with 15+ years of experience in market and social research, combining strong methodological knowledge with practical expertise in customer focus and stakeholder management. PhD in Sociology with a passion for empowering teams to deliver customer-centric solutions. Experienced in facilitating qualitative and quantitative research to drive innovative approaches and translate customer insights into actionable strategies. Proven track record in leading cross-cultural teams through change while maintaining high client satisfaction and service quality.
Overview
15
15
years of professional experience
11
11
years of post-secondary education
4
4
Certifications
Work History
Director Project Management
Ipsos
12.2021 - 02.2024
- Enhanced customer experience by strategically leading service improvements, reducing client escalations to zero within 4-6 months through stakeholder management
- Implemented user-centered approaches to assign accounts within teams, resulting in improved client satisfaction and team performance
- Orchestrated successful change management initiatives across 4 teams (32 staff total), maintaining high client service scores during multiple reorganizations
- Coached and mentored managers to develop customer empathy and high performance service
- Contributed to organization-wide innovation initiatives, translating strategy into actionable team objectives
Project Management Team Manager
Ipsos
09.2015 - 11.2021
- Built and led high-performing teams delivering superior client experience, achieving consistently high evaluation scores (above 9/10) for Western European clients
- Developed a customized remote onboarding program incorporating design thinking principles, resulting in 50% of new recruits advancing to leadership roles within 2 years
- Managed operational aspects of online market research studies, ensuring methodological rigor and client satisfaction
- Facilitated cross-departmental collaboration between research, sales, technical teams, and finance to create seamless service delivery
- Consulted for Ipsos researchers in Germany on best practices for customer-centric research design
Client Service / Market Researcher
Insights by Kantar
05.2014 - 08.2015
- Designed and executed multi-methodological market research studies (online and offline data collection, advertising testing, concept/product testing)
- Translated client business challenges into appropriate research approaches, from initial needs assessment to insight delivery
- Guided clients (Customer Insights, Brand Managers) through the research journey, ensuring alignment with business objectives
- Managed multi-country studies with diverse international stakeholders, even through geography transitions
- Introduced innovative research methodologies to clients, enhancing their understanding of customer behavior and preferences
Social Researcher
University of Bucharest
09.2009 - 01.2014
- Conducted PhD research in Sociology, applying academic rigor to real-world social challenges
- Served as expert researcher on EU-funded projects focused on workforce integration and workplace discrimination
- Taught university courses in sociology and informatics, developing educational experiences based on student needs
Project Manager in Marketing Ad-hoc P&G Bussiness Unit
Ipsos
01.2009 - 12.2010
- Managed 50+ complex research projects involving diverse methodologies such as product tests, concept tests, online focus groups, and tracking studies
- Designed intuitive questionnaires and research instruments to capture meaningful customer insights
- Delivered training for junior project managers on client service and communication, with one trainee advancing to management in 18 months
- Contributed to updating company-wide project management procedures during organizational transformation
- Delegated to Geneva office to collaborate on developing innovative research methodologies
Education
Ph.D. - Sociology
University of Bucharest
Bucharest, Romania 10.2009 - 02.2013
Master of Science - Research Methodology And Quantitative Methods
University of Bucharest
Bucharest, Romania 10.2006 - 06.2008
Bachelor of Arts - Sociology
University of Bucharest
Bucharest, Romania 10.2002 - 06.2006
Analyst Programmer - Informatics High School Degree - Information Technology
"Ion Luca Caragiale" High School
Ploiesti, Romania 09.1999 - 06.2002
Skills
Service Design & Research: Qualitative Research, Quantitative Research, Data Analysis, Research Methodology Design
Stakeholder Management: Client Relations, Cross-Team Collaboration, Communication
Leadership: Team Coaching, Change Management, Influencing Without Authority
Business Acumen: Strategy Implementation, Results Orientation, Project Management
Certification
EMCC Accredited Coach/Mentor at Senior Practitioner level
Additional Information
Freelance Project
Sep 2020 - Present
Leadership Coach - following the psychosociological approach created by Elisabeta Stanciulescu
- Support first-time managers and key performers navigating organizational and personal challenges in VUCA environments
- Apply psychosociological approach and a learning to develop through research model to enhance human-centered leadership capabilities
- Facilitate personal growth journeys through coaching
- https://elisabetastanciulescu.ro/ramona-chivu/
Skills: Coaching and Mentoring, Executive Coaching
Timeline
EMCC Accredited Coach/Mentor at Senior Practitioner level
09-2024
Emotions and lifelong learning, Elisabeta Stănciulescu COACHING-DEZVOLTARE INTEGRATE, 2023
05-2023
Team Coaching (EMCC TCQA si ICF ACTC), SolutionsAcademy, 2022
12-2022
Coaching-style lifelong learning, Elisabeta Stănciulescu COACHING-DEZVOLTARE INTEGRATE, 2022
05-2022
Director Project Management
Ipsos
12.2021 - 02.2024
Project Management Team Manager
Ipsos
09.2015 - 11.2021
Client Service / Market Researcher
Insights by Kantar
05.2014 - 08.2015
Ph.D. - Sociology
University of Bucharest
10.2009 - 02.2013
Social Researcher
University of Bucharest
09.2009 - 01.2014
Project Manager in Marketing Ad-hoc P&G Bussiness Unit
Ipsos
01.2009 - 12.2010
Master of Science - Research Methodology And Quantitative Methods
University of Bucharest
10.2006 - 06.2008
Bachelor of Arts - Sociology
University of Bucharest
10.2002 - 06.2006
Analyst Programmer - Informatics High School Degree - Information Technology
"Ion Luca Caragiale" High School
09.1999 - 06.2002
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