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MY Associate Director Client Service

MY Associate Director Client Service

TolunaKuala Lumpur, MY
21 days ago
Job description

About Us

Toluna is the global research and insights leader that enables businesses to make smarter, data-driven decisions – faster. For 25 years, we have partnered with the world’s leading brands, delivering transformative impact through our advanced technology platform, comprehensive solution portfolio, expansive global first-party panel, and world-class team of leading research experts. Since 2019, we’ve made significant investments in artificial intelligence to enhance automation, accelerate insight delivery, and unlock deeper understanding at scale. With 40+ offices worldwide, Toluna operates in 70+ countries, redefining the future of insights.

Introduction

We are seeking an Associate Director, Client Service to lead high-priority market research projects while driving client success and operational excellence across Southeast Asia. This role combines hands-on project leadership with strategic client advisory, requiring deep expertise in research execution, team collaboration, and relationship growth.

As a senior member of the team, you will manage key accounts and complex projects, mentor junior staff, and act as a bridge between clients, sales, and research teams—ensuring insights are delivered with impact.

Roles & Responsibilities

  • Support corporate, market research and internal client services teams.
  • Serve as the primary point of contact and project owner for assigned market research projects, taking ownership of project execution and delivery.
  • Manage end-to-end execution of market research projects, from initial scoping to final deliverables, ensuring alignment with client objectives and timelines.
  • Liaise with clients to understand project requirements, objectives, and timelines.
  • Collaborate closely with cross-functional teams, including research managers, programmers, data processing to define project requirements and deliverables.
  • Conduct thorough quality checks and data validation to ensure accuracy and completeness of project deliverables.
  • Communicate project status updates, milestones, and any deviations from the plan to stakeholders.
  • Provide support to the team by offering guidance, assistance, and expertise as needed, fostering collaboration and knowledge sharing among team members.
  • Work closely with sales team and client services team lead to develop strong and lasting client relationships.

Skills and Experience

  • Over 8 years in project management / client service in market research, with minimum 5 years of leadership experience in leading a team.
  • Experience with online research methodologies and quantitative research techniques such as concept testing, max-diff, conjoint analysis.
  • Strong organizational and time management skills, with the ability to prioritize and manage multiple projects simultaneously.
  • Excellent communication and interpersonal skills, with proficiency in spoken and written English.
  • Highly motivated, able to work within tight timelines and under pressure.
  • Strong knowledge of Microsoft Office tools (Word, Excel, PowerPoint).
  • Knowledge of other statistical software (SPSS, R) is a plus.

    • Our Values

  • Acting with Ownership :  Demonstrating individual accountability
  • Bringing a Forward Mindset :  Being action-oriented, bold & entrepreneurial
  • Collaborating with Curiosity : Exhibiting teamwork through togetherness
  • Discussing openly, committing jointly : Sharing your views openly
  • Embracing Empathy : Being egoless & caring

    • What We Offer

    At Toluna, we’re all about creating a welcoming, diverse workplace where everyone can thrive. We offer competitive pay, great benefits, and plenty of opportunities to grow within our global team. Inclusion and respect are at the heart of what we do. Our community connects over 72 million people across 70 countries. If you’re passionate about making an impact, we’d love to have you on board.

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    Associate Director • Kuala Lumpur, MY