Operations and Community Associate - German Speaker

Summary

Join our dynamic team as a German Speaker Operations & Community Associate based in London. As a key member of our operations team, you will be responsible for the entire mission execution cycle, handling fieldworks, pilots, and more. Your daily tasks will involve managing the Evaluator Experience, building meaningful relationships with our community, and acting as a bridge between Evaluators, Trainers, and Consultants.

Requirements

• Bachelor’s/ Master’s Degree in Administration, Business, Management, or related field
• Excellent communication skills
• Microsoft Office skills required
• Excellent abilities in organizing and coordinating project activities
• Positive and outgoing personality
• Being resourceful, proactive, and having a problem-solving mindset
• Ability to work under pressure and to manage stress
• Time management and planning/scheduling
• Interpersonal skills- strong Customer-service orientation
• Fluency in English and German required

Responsibilities

• Responsible for the Evaluator Experience- e.g. active recruitment, onboarding, profile verification, database maintenance to ensure the highest quality and compliance of our Evaluator Community
• Build meaningful relationships with our community
• Act as a bridge between our community of Evaluators, Trainers and Consultants, with a core client service mindset
• Responsible for timely assignment and execution of fieldwork as per the Company’s standards, specific mission/client requirements and project schedule of the Business Unit Operations team
• Gradually take over programs, gaining experience and access to more complex fieldwork
• Ensure that the margin target is reached by setting the appropriate compensation
• Validate the surveys during low activity period; screen the surveys during peak time
• Communicate proactively internally and externally (if needed) with the Customer Success Managers in program tracking, calibration, and anticipation
• Own the Evaluator Community Experience- from their onboarding to the mission compensation and feedback
• Match and anticipate the volume of operation and ensure the Evaluator database is healthy, qualitative and sufficient to operate successful missions, respecting our rotations guidelines: you are responsible for the proactive recruitment of new Evaluators in your market, but also the maintenance of the database (updates, etc.)
• Support actively the local brand awareness such as social media presence of the agency, monitoring and posting following the Company’s guidelines, social media calendar, live engagements
• Proactively and consistently engage the Evaluators over the course of the year, maintaining positive relationships. You will be asked to nurture your network via an array of online and offline actions (birthday cards, feedback on evaluation, etc.)
• Control, reporting and improvement of survey quality
• Support the whole chain of value from the selection of the Evaluator to survey screening and validation
• Acquisition of resources: proactively and consistently train, verify and certify and qualitative base of active Evaluators to meet the current and forecasted missions in the operating area(s)
• Track Evaluator grading and set supporting (coaching, training) or rewarding measures
• Ensure the quality of the field surveys: timely collection and electronic submission, including follow ups
• Support your manager and the commercial teams in market with feasibility studies
• Report Fieldwork observations and bring Insights up to the Data Analysts and Commercial teams
• Participate in calibration meetings with the team, providing constructive feedback internally