Customer Insights Manager

Location: New York City, NY

Type: Full Time

Min. Experience: Manager/Supervisor

The Manager for Customer Insights is responsible for driving understanding of customer value, behavior, preferences, etc. for marketing, merchandising, and strategy.  S/he will act as a thought leader for all Zola customer research efforts and influence the direction of decisions across the company by representing the voice of the customer (e.g., new features,  campaign/messaging development, assortment). It’s an exciting opportunity to close the connection to the customer and help other teams connect to what the customer needs

The ideal candidate should have a demonstrated record of excellent analytical rigor, full understanding of quantitative and qualitative methodologies including voice of customer, focus groups and ethnographies and can convey data-driven insights in a clear, actionable and narrative fashion. 

Responsibilities:

  • Develop & execute all customer research projects, including monthly NPS satisfaction surveys, brand awareness and positioning research, advertising research and longitudinal tracking
  • Develop a robust approach to gathering, analyzing, and synthesizing insights
  • Generate dashboards/reports that provide actionable insights and identify growth opportunities
  • Help create a customer segmentation framework based on CLTV and attitudinal factors, and help Marketing team optimize marketing campaigns against those segments
  • Create digestible, rich daily/weekly/monthly reports on key metrics for leadership and the broader team

Requirements: ​

  • 3+ years of direct experience in marketing research, customer analytics
  • Minimum Bachelor’s degree in marketing, psychology, sociology or research preferred (advanced degree a plus)
  • Knowledgeable with various survey and research methodologies and best practices
  • Strong experience translating business needs into in questionnaire/discussion guide development
  • Can turn insights into action
  • Excellent communication skills, both verbal and through PPT / Excel
  • Solid team player who can collaborate cross-functionally as well as with outside vendors
  • Great attention to detail
  • Naturally intellectually curious with an overall eagerness to learn in a fast-paced startup environment
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