Manager, Client Services

Responsibilities

• Responsible for the management of their Team Leaders and the project managers under their supervision.
• Manage team workload and assignment flow to PMs, helping to find additional support when needed, offering available time when they have it, and helping to identify coverage as needed.
• Help manage client relationships for the teams client accounts.
• Consistently meet client expectations for delivering market research data and services.
• Actively monitor and update the management team with key performance indicator data.
• Identify, seek, and provide world-class training for team members in a rapidly changing environment.
• Monitor and proactively communicate with internal and external clients regarding team milestones, hurdles, etc.
• Allocate manageable goals to employees based on team needs, interests, and development needs.
• Providing their staff leaders with timely, fair, and measured performance assessments and feedback to foster growth.
• Reward and recognize performance as appropriate.
• Communicate department and company strategy and direction regularly to teams so they can help drive success.
• Share knowledge and best practices within Client Services to develop team members and ensure Dynata Client Services is best in class.
• Contributing improvements to existing processes and proposing new process improvement ideas. Communicate with senior leadership on observed trends or other ongoing concerns facing the team that require higher-level involvement for resolution.
• Responsible for team engagement activities, help in meeting individual targets (quarterly, half-yearly, and yearly), as well as being responsible for the career development plan for team members.

• At least 5 years of recent experience in quantitative online and digital market research experience, including competence in research and survey design, sampling, and consultation.
• At least 2 years of progressive management experience of complex market research operational functions in matrixed environments.
• 5+ years of experience in business environment.
• 5+ years project management experience.

• Has managerial knowledge of specific departments or function.
• Has working knowledge of relevant industry issues.
• Has basic understanding of relationships that exist between all relevant groups within the company or related functions.
• Has basic supervisory knowledge and skills.