Senior Community Support Manager (SCSM 01)

is looking for:

Senior Community Support Manager (SCSM 01)

About the Role:

We are seeking a results-oriented team player to support the ongoing management of our best-in-class Panel Communities in the North America. This is an operational role where you collaborate with Researchers and Business Development Teams in the North America in the set up and overall management of Panel Communities for high profile brands.  You will part of a global panel management team of professionals, be located in our Buenos Aires office and work closely with Maru colleagues in North America, South America and in some instances, the UK. The role reports to the Director, Panels and Communities located in North America.

Primary Responsibilities:

• Oversees and manages all aspects of building and maintaining a book of client Insight Communities including assisting with new panel setups, recruitment and replenishment initiatives, overall community engagement, incentive administration, and community-panel health reporting. Collaborates with the Matchbox Client Service team as applicable.

• Supports all deliverables for North American Panel Communities as required.

• Troubleshoots product concerns with the Tech Support, Tech and Development Teams with the support of other members of the Panel Back of the House team.

• Identifies process improvement and automation opportunities. Contributes to the expansion and maintenance of the global community panel standard operating procedures and best practice documentation in Confluence.

• Coordinates, monitors, and facilitates with internal Maru support groups and external partners to ensure that all community deliverables are running according to project plan and seek management assistance to resolve issues. This includes the following:

• • Performs Q/A for each panel, e.g., tests and approves on-line links to panel recruit questionnaire before recruit launch.

• • Maintains panel, prepares ongoing panel reports, including extensive health reports, answers questions and issues raised by Members Support function

• • Facilitates different engagement activities such as (designing), scripting, testing, launching, and monitoring engagement surveys, developing, coordinating and monitoring engagement campaigns including newsletters, share-backs, birthday/anniversary cards, etc.

• • End responsibility for administration of Community Panel incentives and tracking of points redemption as applicable.

Requirements:

• Bachelor’s degree or equivalent post-secondary education.
• 2-3 years of panel/community management experience is  most desirable.
• Project management, research, or support role in the market research industry is also an asset.
• 2 / 3 years experience in market research is a MUST. This is not a research  focused role.
• A positive, can-do attitude and team player mentality.
• Solid aptitude in Microsoft Office – Excel, Word, PowerPoint
• Demonstrated high level of customer service with internal and external clients.
• Excellent attention to detail and time management skills.
• Ability to work independently and be self-directed.
• Excellent written and verbal communication skills.
• Basic web design (HTML, CSS) knowledge or experience is an asset.
• High level in English (written, oral and listening is required)

A formal laboral relationship (dependency relationship)  is offered, full time from 9 to 6 pm up to now in a mixed way: HO and office work in co work in Vicente López, Buenos Aires. PC and connectivity will be provided. Working eastern time will be appreciated (10 to 7 pm Argentina Time)

BENEFITS: 3 weeks holidays, OSDE 310; other benefits to discuss opportunely.