Curacao is in search of a Manager of Customer Insights and Advocacy whose mission will be to be the voice of the consumer in the company. You will report into the CMO EVP of Marketing and will be their trusted partner in defining customer success objectives, strategy, and insights, as well as tracking, score carding and reporting on process optimization implementation geared towards improving customer journeys across all company touchpoints.
Education and Experience Required
- 4-year degree in business or marketing
- 7 + years’ experience in business strategy, research marketing or related field
- Retail experience preferred
- Experience building and optimizing customer journeys preferred
- Experience deploying customer research studies including 1-1 interviews, on and offline surveys, focus groups, polls required
- Experience with customer advocacy programs preferred
- Ability to thrive in a fast-paced, “get it done” entrepreneurial environment
- Effective Communication: Deliver oral and written communications that are impactful and persuasive with their intended audience
- Self-motivated with a diligent work ethic
- Ability to multi-task and prioritize requests, working under deadlines
- Demonstrated organizational ability and strong attention to detail required
- Must be flexible and able to react promptly
- Positive attitude
- Excellent cross departmental collaboration skills are essential
Principal Duties and Responsibilities
Customer Journey Mapping, Designing, and Management
- Discovery
- Maps and evaluates all customer journeys across every customer touch point on and offline to uncover areas of friction
- Conducts on-going customer research to maintain a consistent feedback loop with customers that helps inform customer journey optimization
- Conducts on-going store staff surveys and one-one discussions to uncover areas of friction and opportunities
- Analysis & design
- Tracks leading indicators of that impact customer experience, analyzes them to understand what works and what does not
- Produces detailed reports and recommendations for execution across company areas
- Implementation
- Works cross functionally with department leads in conceptualizing and implementing improved journeys based on customer feedback and market trends
- Manages implementation of the new journeys to completion
- Reporting
- Builds scorecards and tracks execution of recommendations across departments
- Presents monthly execution status updates to senior leadership
Research Moderation and Consumer Insights
- Design and manage research calendar geared to gain on-going consumer feedback
- Design, recruit, coordinate and execute customer interviews, surveys, and focus groups discussions to uncover areas of opportunity from a communication, segmentation, and promotional standpoint
- Interview actual customers in their home environment to determine behavior patterns and its impact on marketing, products, and services
- Deploy local market studies to better understand the local area and what makes each store neighborhood and customers unique
- Develop a knowledgebase of Curacao customer behavior and its impact on operations, product selection, marketing, and service
- Create innovation sessions based on consumer research and brainstorm innovative ideas to impact the customer experience
- Frequently visit stores to obtain associate and consumer feedback on customer experience and brand perception
- Continuous monitoring of various buzzing industries and services to determine consumer trends and direction