Manager - Customer Loyalty/Satisfaction (Market Research) - (08-06-015-AZ)

Manages day-to-day communications with research clients, serving as primary client contact for customer loyalty and employee commitment studies. Manages all operational aspects of research-related projects for clients, including directing and coordinating the activities of support staff and suppliers involved with collection, analysis and reporting of research data by performing the following tasks.

Responsibilities:
Performs a combination of the following duties according to departmental guidelines:
1. Manage project teams, coordinating all internal activities required to accomplish project objectives
2. Participate in client planning meetings
3. Contribute to individual project design and associated cost estimating/proposal
4. Develop project timelines and coordinate needed internal support
5. Monitor to ensure quality, cycle time and budgetary control of entire research process
6. No direct staff management responsibilities; may act as resource to other staff members
7. Direct client project activities of Project Assistants/Associates and provide guidance/development opportunities to them
8. Direct client project activities of corporate operations and data management staff; coordinate with account teams in other business units
9. Contributory responsibility for client satisfaction, profitability, account penetration and growth
10. Cultivate add-on business and new client opportunities through good client management and client satisfaction
11. Respond to client queries concerning new and add-on business
12. Assist with proposal writing for existing accounts
13. Conduct qualitative interviews: face-to-face, telephone, focus group/roundtable with client stakeholders, employees and customers
14. Develop questionnaire drafts
15. Directly supervise outside suppliers, including interviewing, hiring and training
16. Develop research reports and supporting information to meet client needs, providing interpretation of study results and methodologies
17. Analyze findings and draft conclusions for VP review
18. Present results to client liaisons
19. Document and share knowledge with other associates, contribute to product/process enhancements as appropriate
20. Position may require up to 30% out-of-town travel to client sites for up to five consecutive days
21. Travel outside of the United States may be required on occasion

Requirements:
1. BA / BS in relevant field
2. Master's Degree in related field preferred
3. Minimum of two (2) years of market research-related experience and/or training, or equivalent combination of education and experience
4. Ability to respond to common inquiries or complaints from clients
5. Ability to effectively present information to client liaisons
6. Ability to explain and use basic statistical operations for research questions
7. Ability to apply statistical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlations and regressions
8. Ability to define problems, collect data, establish facts and draw valid conclusions
9. Ability to spec, interpret and explain basis statistical results, including multivariate functions
10. Ability to manage multiple priorities simultaneously
11. Working knowledge of MSOffice applications

THIS POSTION CAN BE BASED OUT OF THE FOLLOWING SYNOVATE OFFICES:
CHICAGO, CINCINATTI, PHILADELPHIA, AUSTIN, PHOENIX, and INDIANAPOLIS

We are proud to be an EEO/AA employer M/F/D/V.

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We look forward to receiving your information! Thank you for your interest in Synovate!

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