About C Space

C Space is a pioneering Customer Agency with offices in Boston, New York, San Francisco, London and Tokyo. Our promise is to help our clients find new opportunities to grow by deep understanding of their target audiences and their needs – which we call Customer-Inspired-Growth. Over the years we have helped clients like Google, Samsung, McDonald’s, Air France/KLM, L’Oreal, Orange and Ikea grow by developing new products, services and communication together with their customers. For instance, we are helping L’Oreal develop new product formula to innovate in haircare, we are supporting Google in creating new products for emerging markets, we are helping Ikea to imagine what the retail experience needs to look like across physical and digital.

Most of our clients have worked with us for a number of years and about 80% keep coming back for more every year: building long-lasting relationships with our clients is the key ingredient to our success.

Insight at C Space isn’t like insight at other agencies; it’s faster, more entrepreneurial and more integrated. And it doesn’t just focus on finding the ‘truth’ but more importantly on leveraging that truth with those who matter in our clients’ organisation: we truly care about and organise ourselves around having impact on our clients' business – by either making them or saving them some money.

We pride ourselves on our friendly but high-performing culture. We love people who are self-starters, see the glass as half-full and thrive in a fast paced, entrepreneurial environment: six directors of the EMEA business have started their career at C Space as entry level consultants.

About the Role

The Head of CORE is a senior role in our London office. CORE acronym stands for Consumer Operations Recruitment Excellence. We’re looking for someone with an outstanding passion and track-record for handling topics of strategic importance such as customer engagement, customer service and the ability to attract high-quality participants for our online (Community subscriptions) and face-to-face work (Projects). We believe our ability to attract the best participants and to provide them with an outstanding user experience is to become a source of competitive advantage in the future.

You will lead a team of 6 well-established specialists comprising of:

• Experts in complex participant recruitment and fieldwork efforts for our online communities (ongoing insight and innovation communities we run for our roster of clients – nationally as well as internationally) and associated project management.
• Experts in complex participant recruitment and fieldwork efforts for our face-to-face work (insight and innovation projects – locally, nationally, as well as internationally) and associated project management

You will report directly into Director of Operations & Technology in the EMEA office. You will bring gravitas and authority to the role, allowing you to stand your ground in relationships and conversations with other senior members of the team, and continue to establish CORE as a key asset within the business.

Your responsibilities include:

Leading the Team: We’re proud of the unique culture we’ve built in this dynamic and ambitious team within C Space. As a result, we’re looking for someone who can lead the team with a strong vision of what CORE can achieve for our clients and within the C Space family. You should be comfortable and have experience in leading operationally focused teams in a visionary and supportive way, whilst also getting the best out of people every day. This role will include line management of 3members of CORE.

Operational excellence: You will be responsible for ensuring that the CORE team delivers against the needs of the business today: this means that you enable the team to perform their complex tasks of finding and recruiting suitable and high-quality customers, consumers, and experts against pre-defined specifications, on time and on budget. As well as maintaining our unique ways of working across supported existing & new methodologies, you will help manage the complex audience requests that come with business growth and the research environment evolving.

You’ll be a key mechanism in ensuring a strong global relationship with our sister team based out of Boston and ensure that the team have the right support via our global network to handle complex data sets and survey operations.

In addition, we are looking for a candidate who can take our consumer operations to the next level and achieve its potential - the questions that should excite you: how can our ability to find and attract the best participants become a USP in the market place? How can we deliver the best user experience for consumers who come into contact with the C Space business? How can we deliver better work to our clients, because we have found better participants for our Community & Projects work?

Commercialisation: You will need to be flexible with costs to support business growth & always be thinking about the best way for CORE to be a strategic force in the business – this could be ensuring it helps us win more work, could be about improving/ creating efficiencies and driving profitability, or could even be about thinking about potential to drive revenues….

A background in progressive fieldwork, respondent recruitment and/or market research operations will be important. Experience in and/or exposure to customer service, customer relationship management or direct marketing will be advantageous.

Our offer to you:

We pride ourselves on our friendly but high-performing culture. We love people who are self-starters, see the glass as half-full and thrive in a fast paced, entrepreneurial environment. We tend to attract people who are curious about the world and who have been able to match this curiosity with the ability to problem-solve challenges for clients in marketing and insight departments.

We are passionate about our people and proud of our culture. We have six behaviours to ensure that we are delivering fantastic work, continuing to learn and develop and building a high-performance culture which creates opportunities for those who work here:

• I’ve got this: taking responsibility, doing what we say we will.
• Only accept awesome: delivering high quality work that we are proud of and has impact.
• Show the love: celebrating successes & ensuring everyone has a voice.
• Do what scares you: challenging ourselves, taking risks and learning more.
• Tell it like it is: being honest and freeing ourselves from "office politics" and "hidden agendas”
• Open up and listen: Listening first and fully before we respond or react

Alongside a competitive starting salary, we offer a comprehensive suite of benefits, including a contributory pension with Aegon, Aviva private medical insurance with dental and optical allowances, a health cash plan, a cycle to work scheme, volunteering days, paid sabbaticals, enhanced maternity, paternity and shared parental pay provisions, and regular company socials, including our Summer Sports day and renowned Christmas parties.

We are very keen to receive applications from people with a full range of life and work experience – talented, creative people with their own voice, own ideas and perspectives. Therefore, if you wish to you can submit a skills-based CV or cover letter instead of a more traditional CV then please do! All applications will be considered equally.

C Space is proud to be an equal opportunity employer. We welcome applications from candidates from all backgrounds, regardless of ethnicity, sexuality, disability, age, religion or any other protected characteristic.