• Europe
London
Senior Digital Service Manager, UK – Technology Services

Toluna is a leading provider of real-time digital consumer insights and empowers companies to brainstorm ideas, uncover new business opportunities and answer their questions in real time.

Toluna is transforming the way marketing decisions are made by bringing consumers and brands together via the world’s largest social voting community of 13 million members across 63 countries. This real-time access to consumers is coupled with its state-of-the-art, market research survey and analytics platform. Toluna has 21 offices in Europe, North America, Asia Pacific, and MENA. For more information, please visit corporate.toluna.com.

To complete our team and support our growth in UK, we are looking for a Senior Digital Service Manager in the Technology Services department.

Primary Responsibilities:

  • • Manage custom proprietary community-panels for Toluna & Harris clients using our Panel Portal and Toluna Analytics software
  • • Focus on coordinating all aspects of building and maintaining panel-communities including recruitment, incentive administration community-panel health reporting
  • • Understand basic panel pricing and cost drivers; able to determine if on budget or off budget and raise issues with manager
  • • Handle between 5 and 8 panels with some assistance, all at various stages in their lifecycle
  • • Design recruitment/registration materials: registration form & profile questionnaire, landing pages, evites, content for creative materials such as banners, text messages
  • • Coordinate, monitor and facilitate with internal Toluna support groups including: ThinkAction (for sampling), implementation team (web design) to ensure that all panel deliverables are running according to project plan and seek management assistance to resolve issues
  • • Perform Q/A for each panel, e.g. approves on-line links to panel recruit questionnaire before recruit launch, check recruitment data for accuracy post launch
  • • Coordinate the purchase of domains, upload initial web content, create panel variables beyond profiling questionnaire (e.g. append CRM/client data)
  • • Once panel is initially recruited, work to maintain panel, prepare panel health reports, ensure undeliverable emails are inactivated according to panel rules, answer questions and issues raised by panel members’ helpdesk support function
  • • Coordinate content for community portal updates (e.g. quick poll, blog article, discussion topic)
  • • Responsible for administration of community-panel incentives
  • • Upon request, pull sample, program, test and launch basic surveys
  • • Responsible for training clients in a variety of tools


Minimum Qualifications:

  • • Excellent written and verbal communication skills, client service oriented
  • • Highly motivated, self-directed, ability to work within tight deadlines
  • • Demonstrated team player who knows how to problem solve
  • • Superior organization and time management skills with great attention to detail
  • • Strong knowledge of Excel, working with large data sets
  • • Ability in deductive, logical thinking for survey design and programming a definite asset


Education and Experience:

  • • Bachelor’s degree, or equivalent related experience
  • • 3+ years market research experience, ideally in community-panel management
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