Lead, Client Services & Quantitative Research

Embedded Shishya; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

25 days annual leave

Annual bonus

4% pension

Medical cash plan

Subsidised gym

Staff discount

Cycle scheme

Job summary

M3 in the United States seeks an Associate Director to lead and develop a Client Service Team focused on online healthcare market research. You will coach staff, build strong client relationships, and ensure projects are delivered on time and within budget.

You will partner with senior management to refine processes, oversee project escalations, and support best-practice adoption across the team, with a view to profitability and client satisfaction.

Qualifications

• Bachelor’s degree or equivalent work experience preferred.
• 5+ years of experience in Market Research.
• 3+ years of project management experience.
• Healthcare-focused market research experience preferred.
• Minimum 1 year of experience managing employees.
• Experience with complex market research projects (programming, sampling, international, translations, patients).

Responsibilities

• Manage, mentor, appraise and develop team members, monitoring team KPI’s and workload distribution.
• Provide guidance and mentoring to operations team members.
• Manage project escalations to ensure on-time and on-budget delivery, partnering with internal stakeholders.
• Work with senior management to adapt and initiate processes, procedures, and system enhancements.
• Investigate and manage project escalations to client satisfaction.
• Monitor productivity and data quality across projects.
• Oversee the billing process and ensure profitability.
• Support development and implementation of client service best practices and policies.
• Execute client service improvement plans across allocated accounts with cross-functional collaboration.
• Oversee training of new and current staff.
• Approve annual leave, expense reports, and quarterly reviews for direct reports.

Skills

Team Leadership

Mentoring

Time Management

Communication

MS Office

Analytical Skills

Education

Bachelor’s degree or equivalent

Job description

M3 in the United States seeks an Associate Director to lead and develop a Client Service Team focused on online healthcare market research. You will coach staff, build strong client relationships, and ensure projects are delivered on time and within budget.

You will partner with senior management to refine processes, oversee project escalations, and support best-practice adoption across the team, with a view to profitability and client satisfaction.