Stuller, Inc.

  • Customer Insights Manager

    Job Locations US-LA-Lafayette
    Posted Date 3 weeks ago(5/29/2018 3:29 PM)
    Req No.
    2018-6442
    Type
    Full-Time
    Category
    Marketing
    Work Hours
    8:00-5:00
  • Overview

    The Customer Insights Manager role is responsible for being the internal enthusiast for our Voice of the Customer (VoC) program. The focus of the role is to drive and support strategic priorities that will improve the customer experience by leveraging various research methodologies and actionable insights.

    In this role, you will serve as the internal touch point for voice of the customer (VoC) understanding, partnering with key stakeholders for cross-functional collaboration to develop strategies, execute and manage plans to initiate, aggregate and analyze customer feedback to bring the voice of the customer into the organization.  The Customer Insights Manager should be comfortable working through ambiguity, initiating research strategies and conducting research while aligning VoC insights with additional business information including operational and financial metrics to tell the story in a compelling and powerful way.

    Qualifications

    • Bachelor’s Degree in Marketing, Business, Communications or related field required or an equivalent combination of education and experience.
    • Minimum 5 years’ experience in advanced qualitative and quantitative research skills.
    • Minimum 5 years’ experience in a high volume customer service environment.
    • Successful experience in promoting and leading change.
    • Commitment to excellent customer experience (internal and external).
    • Interpersonal skills to establish rapport, credibility and collaborative relationships with stakeholders.
    • Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.
    • Skilled at analyzing and synthesizing existing data along with new data into actionable findings and holistic strategic business recommendations and perspectives.
    • Ability to tell a compelling story from data.
    • Excellent presentation skills with the ability to communicate with and persuade stakeholders at all levels within the organization.
    • Ability to take a strong stand for the voice of the customer—even when it may be unpopular with the team.
    • Self-starter, high level of initiative, proven proactive and strategic thinker.
    • Highly proficient in time management, planning and prioritization.
    • Strong attention to detail and organizational skills.
    • Clear verbal and written communication skills.
    • Microsoft Office Suite proficiency: Word, PowerPoint, Excel – including pivot table use.
    • PowerPivot experience preferred.

    Responsibilities

    • The ability to satisfactorily adhere to company attendance policies.
    • Lead the execution of the customer insight strategy.
    • Identifies opportunities for gathering and tracking customer intelligence and proactively shares insights with internal and external audiences.
    • Analyzes, Synthesizes and translates raw data into actionable findings and reports.
    • Leads and commissions primary and secondary market research, including focus groups and online surveys, to understand the voice of the Stuller customer. Elevate the best opportunities for Stuller to enhance the customer experience.
    • Build strong partnerships and work collaboratively with key stakeholders across the organization to gather and socialize key insights. Promote cross-functional analysis and assessment of insights so they can develop and implement initiatives that improve customer satisfaction.
    • Serves as the contact for vendors on development of the surveys, analyzing results, communicating key drivers of satisfaction and areas of improvement to the organization.
    • Assists in ongoing design and management of Stuller’s customer feedback systems including customer comments, social listening and online ratings and reviews. Where applicable, integrating individual customer responses into the CRM system to provide a 360 degree view of the customer.
    • Monitors and reports on key metrics such as net promotor scores and overall customer satisfactions ratings.
    • Strategizes methods to identify advocates and detractors based on social media interactions, online reviews of products, survey response and comments.
    • Develops and maintains information that fuels the company’s knowledge databases both for internal resources and for customers with the goal of reducing labor and improving customer satisfaction.
    • Ensure the integrity and correct interpretation of all market research information.
    • Assists in evaluating, acquiring and implementing text analysis software for the purpose of sentiment scoring and trending customer topics.
    • Primary user of text analysis software; conducting text and sentiment analysis on VoC data from multiple sources including customer comment handling systems, customer satisfaction surveys, notes, cases, return data, online reviews and social media feeds.
    • Build and maintain VoC category and sentiment tuning models.
    • Elevate insights by regularly presenting VoC findings to audiences at various levels in the organization.
    • Incorporate VoC data and analytics into dashboards, reports and presentations in simple yet visually compelling and impactful ways.
    • Support the identification of new touch points at which to capture customer feedback.

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