Head of Client Services

About M3

A Japanese global leader in the provision of ground-breaking and innovative technological and research solutions to the healthcare industry. The M3 Group operates in the US, Asia, and Europe with over 5.8 million physician members globally via its physician websites which include mdlinx.com, m3.com, research.m3.com, Doctors.net.uk, medigate.net, and medlive.cn. M3 Inc. is a publicly traded company on the Tokyo Stock Exchange (jp:2413, NIKKEI 225) with subsidiaries in major markets including the US, UK, Japan, South Korea, and China, and in 2020 was ranked in Forbes’ Global 2000 list. The M3 Group provides services to healthcare and the life science industry. In addition to market research, these services include medical education, ethical drug promotion, clinical development, job recruitment, and clinic appointment services. M3 has offices in Japan, UK, France, Germany, Brazil, Sweden, China, USA, and South Korea, as well as India.

The Head of Client Services will be responsible for standardising project delivery to optimise client satisfaction, project level gross profit, employee retention, and revenue delivery for a significant portion of our UK division. The candidate will directly manage/coach/mentor the staff and will develop and promote new policies for the operational team. This is the ideal role for someone who has experience in managing a team focused on healthcare fieldwork, market research and recruitment.

Essential Duties and Responsibilities:

• Manage, mentor, appraise and develop allocated staff, ensuring they are working effectively and managing projects to success.
• Build strong client relationships and develop and oversee client service improvement plans, ensuring their successful execution and providing a consistent and solution-oriented approach across each touch point of the client journey.
• Responsible for optimising client satisfaction in each step of the project lifecycle.
• Provide support from a compliance standpoint to operational team. Ensuring adverse events report trainings are completed, ISO, GDPR and other compliance guidelines are followed.
• Partner with the Engineering department to further improve our project management systems and create improved efficiencies.
• Create a strong culture of excellence which aligns with M3GR’s core values and deliver strategic level initiatives.
• Assist with the integration of future acquisitions to ensure best practices and servicing are continued through the transition period.
• Provide excellent problem solving to our clients. Ensure a focus on preventing and resolving project issues.
• Partner with Human Resources to identify, onboard and retain the best industry talent.
• Ensure that the qualitative team is upskilled by regular trainings on communication, compliance, and project management skills. Putting client centricity at the center of delivery.
• Ensure training and processes are well documented, and followed by staff.
• Monitor and maintain capacity across team, to ensure workload is equitably distributed and manageable, identifying hiring needs and solutions to drive efficiencies and productivity.
• Responsible for overseeing that the team meets stated KPIs for financial, panel and client satisfaction goals, provide regular reports on staff performance.
• Work with M3GR department heads to ensure cross-department teams are working efficiently and effective in a collaborative setting.
• Champion a culture of compliance throughout the organization to ensure everyone complies with external regulatory requirements and internal policies and procedures.
• Work in business process analysis, design and optimisation to enable delivery of exceptional performance, championing compliance by design and building compliance requirements into processes and technology development.
• Support the operational integration of acquired businesses to ensure best practices and servicing are continued through the transition period.
• Forge strong relationships with other divisions.
• Ensure seamless collaboration with sales to create an industry leading client experience.
• Work effectively with programming and fieldwork teams to accelerate timelines.

Qualifications Education and Training Required:

• Bachelor’s degree or equivalency.
• Minimum of 8 years of experience in Market Research Project Management/Operations.
• Minimum of 3 years managing a staff of 3+ employees.
• Must have experience in project management.

Knowledge, Skill, Ability:

• Extensive experience in an active Project Management role in the medical/healthcare market research field.
• Thorough understanding of qualitative domestic and international market research projects.
• Ability to lead a team made up of both junior and senior team members.
• Self-motivated and able to (re)prioritise tasks throughout the workday.
• Exceptional time management, organisational skills, attention to detail and ability to multitask.
• Well-developed analytical and creative problem-solving skills.
• The ability to work autonomously and in a team environment to successfully meet study specific and departmental objectives.
• Exceptional written and verbal communication skills.
• Very strong Microsoft Office skills including Excel, Outlook and Word, and be a quick learner of new technologies/software.

This candidate is expected to demonstrate enthusiasm and pride in constantly improving the quality of M3’s services. Serving as an internal advocate to monitor and ensure compliance with M3’s ISO quality management system. The candidate must adhere to all processes and relevant guidelines.

Additional Information:

• 25 days annual leave.
• Participation in an annual bonus scheme linked to the profitability of the business.
• Pension 4%/4% employee/employer contributions of qualifying earnings.
• Company’s medical cash plan. As part of the cash plan you have access to subsidised gym membership and a staff discount scheme.