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About the Role

This role manages and oversees a Client Service Team, providing leadership, coaching, and mentoring to staff. The Associate Director builds client relationships and ensures projects are completed on time and within budget. This position also supports process and internal system updates to enhance team efficiency and collaboration, ideal for someone with market research management experience, particularly in online healthcare research.

Responsibilities

Manage, mentor, appraise, and develop team members, monitoring KPIs and workload distribution.
Provide guidance and mentorship to operations team members.
Manage project escalations, ensuring timely and budget-compliant project completion.
Partner with internal stakeholders to address issues and improve research project performance.
Collaborate with senior management to adapt, develop, and initiate processes, procedures, and system enhancements.
Investigate and manage project escalations, ensuring client satisfaction.
Monitor team project productivity and data collection quality.
Oversee team billing processes and ensure project profitability.
Support the development and implementation of client service best practices and policies.
Execute client service improvement plans on allocated accounts, ensuring collaboration with sales and other team members.
Provide a consistent, solution-oriented approach across each touch point of the client journey.
Oversee training for new and current team members.
Approve annual leave, expense reports, and quarterly reviews for direct reports.

Requirements

5+ years of experience in Qualitative Market Research.
3+ years of project management experience.
2+ years experience in healthcare-focused Market Research.
Minimum of 1 year of experience managing employees (preferred).
Experience with complex market research projects (e.g., programming, intricate sampling, international, translations, patients, or patient referrals) (preferred).

Skills

Self-motivated with exceptional time management, organizational skills, and attention to detail.
Ability to meet deadlines and work under pressure.
Exceptional written and verbal communication skills.
Strong Microsoft Office skills including Excel, Outlook, PowerPoint, and Word.
Well-developed analytical and problem-solving skills.
Ability to work autonomously and collaboratively in a team environment to successfully meet departmental objectives.

Location

Remote

Experience Level

5+ years of experience in Qualitative Market Research
3+ years of project management experience
2+ years experience in healthcare focused Market Research
Minimum of 1 year of experience managing employees

Education Level

Bachelor’s degree or equivalent work experience (preferred)

About the Company

M3 is a Japanese global leader providing innovative technological and research solutions to the healthcare industry.
The M3 Group operates in the US, Asia, and Europe, with over 5.8 million physician members globally via its physician websites.
M3 Inc. is a publicly traded company on the Tokyo Stock Exchange (jp:2413, NIKKEI 225) with subsidiaries in major markets.
Ranked in Forbes’ Global 2000 list in 2020.
The M3 Group provides services to healthcare and the life science industry, including market research, medical education, ethical drug promotion, clinical development, job recruitment, and clinic appointment services.
M3 has offices in Japan, UK, France, Germany, Brazil, Sweden, China, USA, South Korea, and India.
M3 Global Research, part of M3 Inc., provides comprehensive and high-quality market research recruitment and support services to the industry, reaching respondents in more than 70 countries.
M3 Global Research maintains ISO 26362 and ISO 27001 certifications.
M3 Global Research offers high-quality data collection and project management capabilities covering qualitative and quantitative techniques.
M3 services incorporate advanced statistical and attitudinal methodologies.