• Europe
Senior Project Manager – Client services

Toluna is a leading provider of real-time digital consumer insights, and empowers companies to brainstorm ideas, uncover new business opportunities and answer their questions in real-time. Toluna is transforming the way marketing decisions are made by bringing consumers and brands together via the world’s largest social voting community of 10+million members across 59 countries. This real-time access to consumers is coupled with its state-of-the-art, market research survey and analytics platform. 

The job responsibilities are as follows:

Responsible for managing Toluna's market research projects (Full Service and Sample Only), the Senior Project Manager will be representing Toluna to our wide range of clients on the global market.
The Senior Project Manager’s goal is to co-ordinate the project from beginning to end under a strict schedule, handling several complex projects simultaneously, interacting with the different members of the Toluna team and communicating efficiently with the clients.
The challenge is to deliver a high quality product and service in a tight timeframe in order to meet the client's expectations.
The SPM will be actively involved in the support and coordination of the team of 6 Project Managers . 
Responsible of the delivery of the projects:
- Take full responsibility on projects assigned.
- Meeting the timeline expectations while maintaining our high quality standards - target CSat of minimum 96%
- Ensuring smooth running and timely delivery of all projects originating from the respective office.
- Support the sales teams at the proposal stage, consulting on complex projects
- Taking responsibility in supporting the team members in difficult project situations
- Actively making proposals to improve the existing processes, tools and products.

Contribution to the development of the team:
- Serves as first escalation point in operational issues
- Participates in training and mentoring of the new employees
- Participates in the handovers
- Participates in Client’s contacts
- Supports the hiring process with suggestion of potential candidates
- Gives feed-back on the holiday planning as per the request of the Team Leader

Day to day Responsibilities:
- Manage Full Service research projects of complexity 5 and above
- Able to use all tools and processes to their full extent
- Manage multiple workloads successfully by planning and prioritizing projects
- Proactively plan suggest and agree project deadlines with client
- Demonstrate excellent understanding of questionnaire design and able to use a consultative approach to suggest alternatives to client
- Liaise effectively with other departments/partners to plan his/hers workload
- Write comprehensive and self explanatory briefing notes for scripters and check the most complex scripts
- Organize attend and lead Kick Off meetings without line manager support.
- Able to act as a consultant to provide timely and good advice and problem solution for clients
- Offer services to act as back up to other project managers if they need assistance
- Demonstrate good and effective and prompt communication with clients
- Ensure clients project needs are met and exceeded where possible
- Check and compare actual project requirements against costed projects requirements and report differences to sales
- Act as a source of advice on project feasibility
- Act as a source of good advice on Best Practice in project management
- Manage complex multi country studies
- Able to escalate problems to Team Leader
- Demonstrate a comprehensive understanding of Toluna and the services it operates and its competitors.
- Mentor manage and train staff
- Assist in planning the workloads of staff
- Act as a back up on projects run by trainee staff and advise them of best practice
- Produce and present training courses on best practice in various aspects of project management
- Able to train staff on Toluna procedures tools and systems

- Significant working experience in online market research
- Knowledge of online survey scripting software (Confirmit preferred but not essential)
- Good working knowledge of SPSS (data processing)
- Experience in managing complex full service projects (e.g. conjoint studies)
- High Level of professionalism and integrity
- Self-motivated
- Ability to work under pressure
- Team oriented, but highly independent for their own projects
- Ability to mentor, coach and supervise staff
- High level of organizational skills and ability to prioritise
- Proactive, Multi-tasking & hands on approach with a can do attitude
- Some late working hours based on team and business requirements
- Occasional travel to the relevant offices/ Clients for business purposes


- Based on experience


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