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Why You're Here
You thrive on transforming insights into disruptive innovation! You are a big thinker and creative who is fascinated with data, analytics, and customer behavior.
You thrive in a collaborative, fast-paced environment, and value cross-functional relationships! If we are describing you, then learn more about our newly created Senior Manager Customer Insights.
What You'll Be Doing
The Senior Manager Customer Insights will focus on delivering analytics and insights within key focus areas of VOC, eCommerce, and digital innovations to foster deeper data-driven decision-making, while also identifying new sources of innovation via customer-centric design thinking.
You will be a high-impact, highly visible internal expert on what our consultants and consumers at-large are doing, saying, and the why’ underneath.
Reporting to the VP, Customer Experience, you will skillfully create appropriate methodologies, execute primary research (quantitative and qualitative), and be a true change agent for the business.
In addition, you will :
Responsible for designing and executing customer research to identify emerging behaviors, wants and needs; new segments (now, next and future);
market trends and innovations (micro, macro and mega), and analyzing competitive activity
Establish an enterprise Voice-of-Customer program, inclusive of program strategy, customer surveys and design, CX research and feedback, with in-depth knowledge of VOC closed-loop processes
Identify and maintain new and existing customer listening posts, and map the customer journey at all touchpoints to surface critical needs and future-state aspirations
Design and analyze survey content and results to ensure customer survey data is providing the right insights to identify weaknesses and opportunities to drive CX activation and improved experiences
Work with survey vendor and BI to ensure customer survey data, feedback system architecture, and reporting / dashboards are accurate and user-friendly to enable teams to utilize VOC tool set
Identify and execute analytics use cases across the enterprise to apply customer insights to decision-making processes, including experience design, product development, digital product feedback, crowdsourcing, and more
Facilitate cross-functional workshops and dialogue to build future-state experiences and strategies for the business, grounded in data and consumer insight / intelligence
Translate analysis and insights into executive-level deliverables, and deliver compelling presentations in a storytelling format to influence at all levels within the organization
Design and implement reporting cadence to routinely present CX metrics, insights, recommendations to cross-functional leaders.
Inspire the business to be customer-centric by contributing to business-wide understanding of metrics, performance, and design principles
Stay abreast of market trends and innovations to inform long-term CX pipeline and business strategies
Build compelling, financial business cases for new innovations, catered to an executive audience
Define an insights governance model to foster collaboration, prioritization of work activities, and data-driven orientation across the organization
Effectively manage, provide oversight and develop a team.
Each employee is responsible for raising awareness of our commitment to Corporate Social Responsibility and should actively participate in activities and initiatives which are designed to have a positive impact on the environment and local communities.
As a people leader of a purpose driven company you are responsible for establishing personal social and environmental goals and ensuring each of your direct reports have individual social and environmental goals.
What You Need
BS Degree in Marketing, Business Admin, Commerce or Market Research required, MBA preferred but not required
7+ years research experience (consulting, agency or in-house) Classic CPG / beauty experience is a plus
5+ years of related experience with customer experience / VOC program administration
5+ years of related experience using analytical skills for special projects, using a structured problem-solving approach, utilizing high attention to detail, and data-driven decision making
5+ years of project management experience in cross-functional initiatives
Experience with developing a deep understanding of the customer using customer journey maps, or similar artifacts.
Expert in eCommerce KPIs and dashboards to evaluate and enhance shopping and enrollment journeys
Experience working with Google Analytics, VOC platforms, social listening, and other consumer behavior tools
Experience facilitating the generation of ideas from the research of other companies, individual experience, and published industry best practices.
Experience with outlining priorities and creating roadmaps based on different drivers (urgency, level of effort, feasibility dates, ROI)
Expert knowledge in voice of the customer, channel analytics and ecommerce analytics
Deep experience with VOC, eCommerce, and social listening tools
Solid analytical skills and strategic thinking with the ability to solve problems and develop creative solutions in complex environment
Experience with innovation processes (such as Design Thinking)
Ability to take multiple data-inputs and synthesize into easy to understand and actionable insights
Expertise in reporting and data visualization tools such as Tableau, Data Studio, and MS Office
Exceptional consumer sensitivity, empathy, and intuition, combined with understanding of market dynamics and trends (technological, socio-economic, environmental, etc.)
Strong team player, collaborative and strong leadership skills to lead multi-disciplinary teams.
Curious, creative, and conceptual : strong in ideation processes
Able to think both analytically and creatively balance left and right brain people person as well as data person
Dynamic communicator and storyteller with proven track record of influencing business decisions / strategies
Feels confident in designing and managing their own projects with oversight only as necessary; able to live in the gray and deal with ambiguity
Available for travel (about 20%) and / or local fieldwork
Entrepreneurial start up mindset, self-motivated and confident
Organized and good with time management, with a strong ability to multi-task and adapt
Commitment to model and live out our Core Values (Accountability, Community, Innovation and Courage) and a positive mindset are critical for success and should reflect in everything you do.
Arbonne is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sexual orientation, national origin / ancestry, age, sexual orientation, gender identity, gender expression, military / veteran status, marital status, disability status or any other basis prohibited by law.
At Arbonne, it’s about each person bringing passion and skills to a dynamic and inclusive workplace!
