Job Description
The mission of the Associate Director is to manage and oversee a Client service Team. The individual will be a leader for his/her team by directly coaching and mentoring the staff, building relationships with M3 clients, and working with the team on ensuring projects complete on time and within budget. The Associate Director will also assist with updating processes and internal systems to ensure the team is working efficiently and collaboratively. This is the ideal role for someone who has management experience in market research, specifically focused on online healthcare research.
Responsibilities
- Manage, mentor, appraise and develop team members, monitoring team KPI’s and workload distribution.
- Provide guidance and mentoring to members of the operations team.
- Manage project escalations to ensure projects are completed on time and within budget, partnering with internal stakeholders to address issues and improve performance on research projects.
- Work closely with senior management to adapt, develop and initiate processes, procedures, and system enhancements.
- Investigate and manage project escalations, ensuring projects are completed on time and to the client’s satisfaction.
- Monitor productivity and quality of data collection for the team’s projects.
- Oversee the billing process of the team to ensure projects end with expected profitability.
- Support the development and implementation of best practices and policies for client service.
- Execute client service improvement plans on allocated accounts, ensuring collaboration with sales and other team members, and providing a consistent and solution-oriented approach across each touch point of the client journey.
- Oversee training of new team members, as well as ongoing training needs of current employees.
- Approve annual leave, expense reports, and quarterly reviews of direct reports.
Qualifications
Education and Training Required: Bachelor’s degree or equivalent work experience preferred
Minimum Experience:
- 5+ years of experience in Market Research
- 3+ years of project management experience
- Experience in healthcare focused Market Research preferred
- Minimum of 1 year of experience managing employees preferred
- Experience with complex market research projects which could include programming, intricate sampling, international, translations, patients, or patient referrals (preferred)
Knowledge, Skill, Ability:
- Be a self-motivated individual with exceptional time management, organizational skills and attention to detail.
- Able to work well meeting deadlines and under pressure.
- Have exceptional written and verbal communication skills.
- Have strong Microsoft Office skills including Excel, Outlook, and Word.
- Have well-developed analytical and problem-solving skills.
- Have the ability to work autonomously and in a team environment to successfully meet departmental objectives.
Additional Information
- 25 days annual leave
- Participation in an annual bonus scheme linked to the profitability of the business
- Pension 4%/4% employee/employer contributions of qualifying earnings
- Company’s medical cash plan. As part of the cash plan you have access to subsidised gym membership and a staff discount scheme
- Cycle scheme
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