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 Project Delivery Manager leads a team of Fieldwork Coordinators, ensuring projects are completed on time, within the budget and in accordance with the project specifications, while meeting and exceeding client expectations. The Project Delivery Manager is also responsible for working closely with project managers to create and improve existing processes that can lead to team efficiencies, achieving project financial goals and client servicing goals.

The Project Delivery Manager shall work alongside with the panel team to minimize panel attrition and support the company's long-term goals of growing and maintaining the M3 panel.

Essential Duties and Responsibilities:

• Manage, mentor, appraise and develop team members, monitoring team KPI’s and workload distribution
• Ensure team members are working efficiently and in a collaborative manner, supervising the accurate execution of end-to-end project-related tasks
• Create and execute improvement plans for underperforming team members
• Ensure team members are well trained on project guidelines, policies and procedures and that they are followed according to the given standards. Execute regular audits to evaluate accuracy and work quality
• Give directives, support and manage team members, helping them deliver a high-quality service to internal stakeholders
• Support and guide team members to proactively seek alternative fieldwork and custom recruitment strategies, finding solutions to address response rates and controlling costs on each project
• Ensure team members track, monitor and report on sampling performance and project costs, supporting the improvement of project gross profit and timely delivery
• Provide constructive feedback to the line manager and assist in bringing ideas on areas where M3 project delivery and reporting tools can be improved in their functionality
• Have a clear understanding of each step of the project lifecycle and collaborate with line manager and other department leaders to drive improvements and efficiencies in all aspects of the project
• Ensure team members coordinate multichannel recruitment methodologies for allocated projects, which could include (but not exclusively) email campaigns, calling, desk research, text messages, online advertisement, referral schemes, forums, blogs, patient groups and associations networking and social media
• Proactively check reports to identify projects with partners and ensure all internal Custom Recruitment efforts have been deployed
• Ensure team members are completing project tasks in accordance with the established SLAs
• Have an excellent understanding of the M3 platforms and dynamic audience, emailing and reporting tools to ensure they are used to the best of their capabilities in supporting project deliverability
• Support the execution of client service improvement plans, ensuring collaboration with other members of the team, and providing a consistent and solution-oriented approach across each touch point of the client journey

Education and Training Required:

Bachelor’s degree or equivalent work experience preferred.

Minimum Experience: 

3 years of market research experience 

Knowledge, Skill, Ability:

• Exceptional written and verbal communication skills, with demonstrated knowledge of English grammar rules
• Strong Microsoft Office skills (Excel) and quick learner of new technologies/software
• Must have basic math skills, with the ability to calculate incidence rate, response rates profit, etc
• Interest / natural curiosity or previous experience /exposure within the healthcare space
• Exhibit strong critical thinking skills and take initiative to improve skills and troubleshoot proactively with PM using all available resources to support project success
• Ability to work autonomously and in a team environment to successfully meet study specific and departmental objectives.
• Self-motivated and able to (re)prioritize tasks throughout the workday
• Exceptional time management, organizational skills, attention to detail and ability to multitask
• Strong leadership and managerial skills

Company Disclaimer: This job description does not represent an all-exhaustive list of all functions and the employee may be required to perform additional duties as assigned by the manager and the company. The company reserves the right to revise this job description at any time.

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