Voice Communications Manager jobs in California

As the VOC Manager, you will run and manage the Voice of Customer (VOC) program at Guitar Center. The Consumer Insights team partners with stakeholders across the organization - Store Operations, eCommerce, Contact Center, Merchandising, and Marketing - to be an advocate & bring the voice of the customer directly to the ears of decision makers. In this position, you will have an active role in the development & future direction of the VOC program at Guitar Center family of brands. Your customer-centric mindset, strong analytical approach and communication skills will help Guitar Center understand and improve customer experience across all channels and touchpoints.

Responsibilities/duties

• Develop, implement, and oversee the VOC program to meet strategic goals and optimize customer engagement, satisfaction, retention, and advocacy
• Develop and maintain mechanisms to capture VOC data across listening channels
• Utilize best practices to design and construct surveys that effectively capture customer feedback and insights
• Analyze large data sets and dig into details to assess trends along with areas of opportunity, and customer needs & expectations
• Leverage data to provide actionable insights to all relevant stakeholders and drive customer-centric decision making
• Present findings and recommendations to all levels within the organization - use storytelling skills to convey the customer story, and adapt message to persuade and influence your audience
• Serve as subject matter expert in all VOC tools and functionality, and is responsible for cultivating a Customer First culture

Minimum qualifications

• Bachelor's degree, preferably in Market Research, Business, Marketing, Economics, Psychology, other social sciences, or similar
• 5 years of VOC, Customer Experience (CX), or other relevant experience
• 5 years of experience in analyzing quantitative research data and delivering actionable insights in a business setting
• 3 years of experience in designing surveys and utilizing various methods to collect feedback from customers, including programming & deployment
• Proficient at using VOC/CX management platforms (such as Qualtrics, Medallia, Alida, etc.)
• Excellent project management skills & experience
• Proven ability to translate data into clear communication of results, progress, and next-step actions. Ability to adapt communication style to audience (both written and verbal)
• Excellent interpersonal qualities, influencing, and relationship-building skills
• Attention to detail, self-motivated, and ability to work both collaboratively and independently
• Proficient in Microsoft Office Suite

Preferred qualifications

• Experience in Retail research
• Industry knowledge and VOC/CX training and/or certification
• Solid understanding of latest VOC/CX industry trends and innovations
• Experience with analytical platforms such as SPSS, Tableau, etc.
• Awareness of advanced analytics and their appropriate application