Customer Insights Manager

POSITION SUMMARY: This team will stay up to date on the customer’s attitude, perception, and experience with all our brands and represent the voice of the customer in marketing planning. Leveraging an internal team of direct reports, research tools and third-party agency support, this team member is responsible for developing a comprehensive research plan and socializing results with various stakeholders across the business to keep the customer top of mind in projects spanning from marketing to store operations and merchandising. The ideal candidates for this role enjoy working cross-functionally with partners, can synthesize results across large data sets and multiple sources, and keep research methodology and design best practices top of mind when serving the needs of a fast-paced retail organization. ESSENTIAL FUNCTIONS: Develop standardized reporting and analysis for various contributor levels and in various departments across the organization; create relevant frequency, audiences and insights for marketing, retail operations, e-commerce, and customer care Synthesize data to help departments prioritize initiatives based on customer feedback Tie the impact of the voice of the customer back to departmental objectives (e.g., campaign performance, departmental sales, store NPS) Stay on top of both our customer and the outdoor market trends to offer up relevant insights that’ll make a direct impact on the business’s bottom line Develop and maintain annual research plans that align with departmental budget and major company initiatives Choose appropriate research methods for standard marketing tracking and various ad-hoc requests across the business (quantitative, qualitative, primary, and secondary) Validate sources to ensure consistent read outs of the customer across various sources, from the research environment to the customer database to third party sources (potentially provided by vendors, media, etc.) Manage an internal team of 2-3 direct reports and relationships with agencies that support research and the voice of the customer program. All other duties as assigned EXPERIENCE/QUALIFICATIONS: Minimum Degree Required: Bachelor’s Degree in: Marketing/Research/Statistics/Economics or other Bachelor of Science with relative job experience Experience: 5 years of experience in customer insights or market research KNOWLEDGE, SKILLS, AND ABILITY: Experience with various market research methodologies, both qualitative and quantitative Experience in survey writing and design (selection criteria and advanced statistical concepts) Experience with survey tools (i.e., Qualtrics, Medallia) Self-starter with the ability to prioritize projects that’ll best support current business and marketing direction Ability to balance strategic thinking and disciplined research practices with flexibility in a fast-paced retail environment (where priorities may shift) Willingness to proactively reach out to business leaders and offer customized support plans to help them fulfill business objectives Ability to sort through large amounts of data, validate and improve data sources and develop a consistent, actionable business narrative TRAVEL REQUIREMENTS: Available for occasional travel as needed (research-based) PHYSICAL REQUIREMENTS: Regularly: performs computer work, sitting Occasionally: walks, stands Seldom/Never: Lifting up to 50 lbs. INDEPENDENT JUDGEMENT: Performs duties within scope of general company policies, procedures, and objectives. Analyzes problems and performs needs assessments. Uses judgment in adapting broad guidelines to achieve desired result. Regular exercise of independent judgment within accepted practices. Makes recommendations that affect policies, procedures, and practices. Bass Pro Shops