Team Lead, Surveys

Job title:

Team Lead, Surveys

Company

proSapient

Job description

Every day, somewhere in the world, important decisions are made. Whether it is a private equity firm deciding to invest into a business or a large corporation implementing a new strategic direction, these decisions impact employees, customers, investors, and other stakeholders. Consulting and private equity firms come to proSapient when they need to discover knowledge to help them make great decisions and succeed in their goals. It is our mission to support them in their discovery of knowledge. Specifically, we help our clients find industry experts who can share their knowledge via 121 interviews or wider market surveys: we curate this knowledge in a market-leading software platform, and we help clients surface knowledge through additional value-added tools and services.Our clients tell us that proSapient differentiates itself through tech-led innovation and great customer service. We have grown rapidly over the last seven years and now have five offices that serve over 100 clients in Europe and North America.We are looking for a Team Lead to join our Surveys department, who is deeply committed to enhancing client relationships through exceptional leadership and management of our Survey Project Managers and Programmers.With a strong focus on fostering a client-centric culture, the Team Lead will be pivotal in elevating our standards of customer service and project excellence. This role requires not only overseeing the delivery of high-quality outputs but also ensuring that every project is handled with a client-first mindset. The ideal candidate will serve as a primary resource for best practices, actively support their team in achieving unparalleled customer satisfaction, and continually strive to exceed client expectations through proactive communication and tailored solutions.Key duties in this role will include:Team Leadership and Management

• Managing team workflow and project allocation, ensuring workloads are balanced and clients’ needs and expectations are not only met but exceeded through proactive communication and tailored service solutions.

• Providing constructive guidance and regular coaching through 1:1’s and performance reviews, highlighting both strengths and areas for improvement to help each team member enhance their skills and client engagement and relationship management expertise, to be in the best position to deliver high quality projects

• Taking ownership for all people related responsibilities for their team – including hiring, promotions, development, training, progression, growth, and performance management to develop a culture of delivering excellence in every client interaction.

• Taking accountability for all delivery targets and metrics related to their team (and on an individual basis too), evolving how we track client satisfaction and gather feedback to continuously adapt and improve our services.

• Collaborating with the management team to continually enhance our products and services, acting as a Subject Matter Expert on all aspects of Quantitative Research. A key focus in future will be on helping with the development of around the clock coverage for our clients.

Delivery:

• Contributing to the delivery of team workload, holding the organisational and time management skills required to ensure all internal and external stakeholders are aligned and informed throughout the project lifecycle, managing shifting priorities based on client urgency and team needs

• Taking the lead on projects for key client accounts and acts as an escalation point on project work for the team, making sure they are available to provide direct help and support to both their team and to clients, demonstrating our commitment to high-quality service.

• Utilising strong communication skills to effectively manage client expectations and deliver clear, constructive communication in pressurised situations, ensuring client issues are resolved with a client-first approach.

RequirementsTeam Leadership and Management

• Experience managing high performing project delivery teams in fast paced environments, ensuring client-centric delivery by overseeing distribution of workload, providing feedback, conducting performance appraisals, recruitment and disciplinary actions

• Deep experience in training and coaching team members at various levels on enhancing client communication skills, ensuring project delivery aligns with high-quality standards, and maintaining client trust and satisfaction.

• Possesses the self-confidence and adaptability needed to lead a team in a dynamic, rapidly growing business environment with a significant emphasis on aligning team objectives with client expectations and workflow demands.

Project Management & Delivery

• Over 5 years’ experience in market research sector in client-facing roles, either in project management or programming, including experience with online survey programming e.g. Qualtrics, Decipher, Confirmit, QuestionPro, interpreting and cleaning data files, and advising on best practices in survey design

• Experience managing multiple, diverse projects simultaneously in a dynamic environment, prioritising according to client needs and ensuring projects are completed to clients’ expectations.

• Adept at communicating with clients to provide insightful recommendations, strategic advice, and novel solutions, aiming to build strong, lasting relationships and to exceed client expectations consistently

• A proven record of achieving KPIs that focus on quick turnaround times for programming and project delivery, with additional emphasis on metrics that reflect high client satisfaction and repeat business.

BenefitsWhat we can offer you:

• Tenure Gifts – Vouchers, extra holiday and sabbaticals for each year of employment.

• Enjoy the flexibility of working remotely for up to 20 days each year, allowing you to tailor your work environment to your needs and embrace a change of scenery.

• Employee Assistance Programme – Access to a health and wellbeing service that offers personalised advice and support from specialist teams.

• Enhanced Maternity & Paternity pay.

• Annual Leave – 25 days + bank holidays which includes a week’s closure over the Christmas period to fully reset.

• MyMindPal app – Online support for mental fitness that helps people to stress less and enjoy life more

• Corporate Events – From quarterly gatherings to our annual winter & Summer parties, we love to celebrate, collaborate and have fun together!

Want to hear more? Take a look at our careers Notion page –We are committed to building an inclusive workplace – did you know that marginalized groups are less likely to apply to jobs unless they meet every requirement listed? If you are interested in the above role, but don’t necessarily tick every box, we encourage you to apply anyway – this role could still be a great match!At proSapient, we are an equal opportunity employer. As such, we offer equal employment opportunities without regard to race, colour, religion, sex (including pregnancy and gender identity), national origin, age, disability, genetic information, veteran status and other protected class characteristics.All employment is decided based on qualifications, merit, and business need. Due to the regulated nature of our clients, all successfully offered candidates are subjected to thorough screening & pre-employment checks, including an enhanced background check, which can affect the outcome of any offer of employment.

Expected salary

Location

London

Job date

Wed, 21 Aug 2024 22:22:32 GMT

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