Bilingual Market Researcher

The Senior Analyst, Program Management will oversee the day-to-day operations and member experience within our Spark Community Panel (Insights/Market Research Panel), a key part of the Customer Perception/Scintilla platform. This position is critical for maintaining a positive and respectful environment, driving community growth, and supporting an expanding member base as the Spark Community grows.
Before the Spark App launches, they will develop and implement a recruitment strategy to reach target panel size and demographic balance. After launch, they will continue recruitment, foster member engagement, manage reward distribution, and address member concerns efficiently.
Responsibilities include coordinating e-gift card and reward disbursement, tracking incentives, and monitoring metrics like churn and opt-out rates to maintain a healthy community. They will also oversee onboarding, moderate discussions, and ensure transparent governance and consistent processes. Fluency in both English and French is required for this position.

Job Description   Community health, engagement & retention
Execute recruitment strategy in advance of the Spark App launch to build a strong candidate pipeline for community growth.
Monitor participation, response rates, sentiment, and member feedback; identify risks (fatigue, churn) and implement improvements.
Track reactivation initiatives for inactive members and optimize communications (targeting, cadence, messaging).
Share regular community health updates and member-experience themes with stakeholders.
Collaborate with Product and tech teams to drive process and platform improvements pertaining to member management
Serve as the primary point of contact for community members (participation questions, access/troubleshooting, incentive support).
Maintain a welcoming environment through clear communications, proactive outreach, and consistent moderation.
Help manage member issues and escalations with empathy and discretion, following documented processes.
Create and maintain member-facing resources (welcome/onboarding, FAQs, participation expectations, gift card timelines and terms).
Collaborate with cross functional teams including Product, Engineering, Customer Care to resolve customer inquiries/issues
Recruitment oversight & scalable growth
Support recruitment targets and pipeline oversight, including segment/representation goals as the community scales.
Oversee screening and onboarding flows (eligibility checks, consent, profile completion) to maintain quality at higher volume.
Coordinate with internal acquisition channels and/or external recruiting vendors to meet growth goals.
Maintain segmentation and profiling so the community remains easy to activate and representative as it grows.
Gift card incentives operations
Coordinate gift card incentive communications (eligibility, timing, delivery expectations) and manage member questions.
Track participation-to-incentive fulfillment accurately and resolve exceptions (missing/incorrect/delayed rewards).
Partner with internal teams/vendors to improve fulfillment speed, accuracy, and member experience.
Monitor incentive budgets and maintain audit-ready records aligned to policy.
Member data stewardship, integrity & governance
Maintain accurate member profiles, tags/attributes, preferences, and participation history.
Protect community integrity: detect duplicates, suspicious activity, and misuse of incentives; document actions and manage removals as needed.
Uphold privacy-forward practices: minimize PII, support consent and data retention policies.
Operational excellence for scale
Build and maintain SOPs/playbooks for recruitment, onboarding, moderation, support workflows, incentives, and escalations.
Improve efficiency through templates, automations, and platform configuration as volume grows.
Establish service levels (response SLAs) and coverage plans to maintain a consistent member experience lifications   University degree is required
3+ years of experience in community operations, panel management, customer/member support, or related roles.
Excellent written communication and a strong service mindset; able to communicate clearly erience…