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Full-time
bachelor degree
Annual leave, Company bonus scheme, Group life cover, Pension, Vitality health, Staff discount scheme
Posted 6d ago
~40 hrs/week
Remote in London, England, United Kingdom
Responsibilities
The Global Incentives Programme Manager will own and lead panel incentive management operations, ensuring strategic oversight of program design, governance, and performance. They will also manage vendor relationships, drive continuous improvement of payment tooling, and ensure compliance with global tax and data protection standards.
Requirements
Candidates must possess a bachelor's degree and at least 3 years of experience managing staff, along with 3-5 years in incentive or finance operations. Strong analytical skills, proficiency in Microsoft Office, and the ability to lead cross-functional teams are essential for this role.
Full job description
Company Description
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.
Due to our continued growth, we are hiring for a Global Incentives Program Manager at M3 Global Research, an M3 company.
About the Business Unit:
M3 Global Research, part of M3 Inc., provides the most comprehensive and highest quality market research recruitment and support services available to the industry with relationships reaching respondents in more than 70 countries worldwide.
M3 Global Research maintains ISO 26362 and ISO 27001 certifications with the highest quality data collection and project management capabilities that cover the spectrum of quantitative and qualitative techniques utilized today. M3 services incorporate all of the most advanced statistical and attitudinal methodologies allowing clients to provide world-class offerings and support services to their end-client customers throughout multiple industry sectors.
Job Description
Role Mission:
Own and lead panel incentive management operations across M3MR Group divisions, providing strategic oversight of incentive program design, governance, and performance. Act as the first escalation point for complex payment issues, with accountability for controls, compliance, and audit readiness, and oversight of vendor relationships and delivery. Set standards and drive continuous improvement of technology payment tooling, processes, and reporting, coaching stakeholders across divisions to ensure consistent execution.
Essential Duties and Responsibilities:
Including, but not limited to the following:
Incentives Operations
Design, develop, and implement new incentive processes and optimise existing workflows across divisions to improve payment turnaround times, reduce processing cost and error rates, and increase panellist satisfaction
Ensure end-to-end accuracy and timeliness of standard and non-standard across all divisions of the M3 GR Group.
Prepare/approve complex orders per supplier requirements and internal controls; clear on-hold items and high-value/edge cases with root-cause fixes.
Maintain structured, secure data storage and correct permissions; keep Wallet/MR status current for internal/external users.
Own allocated incentives compliance SOP: User interface reporting requirements by payment methods, data protection policies and rules, and documentation standards.
Participant-Payment Compliance
Own the participant-payment compliance playbook: tax thresholds/reporting requirements by country, identity/anonymity rules, documentation and evidence standards.
Partner with Finance on report accuracy, error resolution and local rules; implement gating controls and maintain complete audit trails.
Prepare audit-ready evidence packs and assist responses to internal/external auditors.
Payment-Ops Governance & Controls
Enforce pre-allocation safeguards: transactions/balance checks, value caps, reason codes, and dual approvals for exceptions; run high-value reviews.
Publish a monthly KPI pack (turnaround times, failure/return rates, on-hold backlog, stakeholder SLA fulfilment) and drive remediation plans.
Perform QA sampling and spot checks; document corrective/preventive actions.
Vendor Management
Own commercial management of incentive/payment vendors: negotiate pricing, fees, rebates and service credits; improve contract terms (SLA, liability, data protection, settlement timelines) to reduce cost, mitigate risk, and deliver measurable financial benefit to M3MR Group
Act as day-to-day owner for incentive/payment vendors.
Support RFPs/renewals with requirements, volumes, controls, and performance history.
Tooling, UAT & Integrations
Serve as business owner for technology payment capabilities: define requirements, validate designs, write/maintain SOPs and runbooks.
Manage UAT, data reconciliation, and go-live readiness; sign off on releases and ensure complete system logging (who/what/when).
Stakeholder Management & Communication
Collaborate with other departments to lead and drive improvements on incentive design, risk management, and compliance constraints.
Improve the panellist payment experience to drive retention: ensure fast, friction-free payouts, rapid correction of issues, and proactive respondent communication on status and resolution; use root-cause analysis and controls to prevent recurring incentive-payment issues.
Coordinate respondent communications and escalations; ensure clear, timely updates and consistent templates across divisions.
Knowledge, Coaching & Backup
Update SOPs, checklists, and quick guides; deliver refresher training to other departments.
Coach coordinators on complex cases and quality standards; act as day-to-day backup to the Incentives manager when needed.
Manage, mentor, appraise and develop allocated staff, ensuring they are working effectively.
Qualifications
Education and Training Required:
Bachelor’s degree or equivalency
Minimum Experience:
Minimum of 3 years managing a staff of 3+ employees
3-5+ years in incentive/payments operations or adjacent finance ops across multiple rails (bank, vouchers, PayPal, prepaid)
Advanced spreadsheet skills (pivots, complex formulas, basic Power Query); confident with data validation/reconciliation
Proven vendor management and professional external communication
Demonstrated ownership of complex cases and continuous improvement
Knowledge, Skill, Ability:
Ability to lead a team made up of both junior and senior team members.
Self-motivated and able to (re)prioritize tasks throughout the workday
Exceptional time management, organizational skills, and attention to detail
Well-developed analytical and creative problem-solving skills.
The ability to work autonomously and in a team environment to successfully meet goals
The candidate must have exceptional written and verbal communication skills.
The candidate must have very strong Microsoft Office skills including Excel, Outlook and Word, and be a quick learner of new technologies/software.
Additional Information
Employee Benefits:
25 days annual leave
Participation in a company bonus scheme linked to personal and company performance
A multi-site network connecting patients to Phase I-IV trials while improving health outcomes & quality of life.
Industry
Biotechnology Research
Company size
201-500 employees
Founded
1984
Headquarters
Raleigh, North Carolina
LinkedIn followers
16,193
M3 Wake Research is a premier clinical trial network that has been conducting studies since 1984. With over 30 years of experience, the network's subject database for clinical trial participants has substantial potential and continues to expand as we grow our network across the country. The network comprises of premier investigational sites that are fully integrated and designed to deliver superior clinical trial experiences to patients, sponsors, and CROs.
M3 Wake Research offers a full range of clinical trial services, from study design to study completion, to meet the needs of global biopharmaceutical, biotechnology, medical device, and pharmaceutical industry leaders. The board-certified physicians of M3 Wake Research have successfully completed over 7,000 clinical trials with integrity, human protection, and expeditious delivery of accurate evaluable data.
Experience M3 Wake Research's uncompromising approach to superior quality in planning and executing each study according to regulations. The network consistently exceeds sponsor expectations for integrity, subject enrollment, human protection, and expeditious delivery of accurate evaluable data. Choose M3 Wake Research for clinical trials that meet and exceed your expectations.
Offices: 3100 Duraleigh Rd, Raleigh, North Carolina 27612, US · 3100 Duraleigh Road, Suite 304, Raleigh, NC 27612, US · 2601 Lake Drive, Suites 101 and 201, Raleigh, North Carolina 27607, US · 1565 Purdue Drive, Suite 1010, Fayetteville, North Carolina 28303, US · 3100 Duraleigh Road, Suite 100 and Suite 202, Raleigh, North Carolina 27612, US
Phase I-IV Clinical Trial Conduct and Participant Recruitment/Retention in the Following Therapeutic Areas: Healthy VolunteerDermatologyGastroenterologySleep DisordersMen's/Woman's HealthNeurologyVaccinesPulmonologyInternal Medicineand Psychiatry
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