Manager - Customer Research & Analytics

Manager - Customer Research & Analytics

Job Summary

:

The Customer Research & Analytics Manager is responsible for providing insights and actions to business questions via well-designed qualitative and quantitative research projects, including our GNC Customer Panel, online surveys, focus groups, in-store observation and interviews, and other forms of customer research. Social media “listening” will be an additional source of customer data. The position will maintain all aspects of knowledge and data about the customer and work within CRM team to incorporate that knowledge into a single source of customer information.

Essential Duties and Responsibilities:

Essential Job Functions

• Provide customer research in support of all GNC strategic projects – all customer research to be sourced through this position.
• Manage GNC Customer Panel – ensure appropriate participation and adequate engagement of customers while meeting needs of all business partners.
• Work with multiple internal clients to determine key business questions and design appropriate studies to inform business decisions.
• Independently managing projects from inception through presentation.
• Create customized surveys/discussion guides/screeners, analyze data, interpret results, write reports with actionable findings.
• Present research findings and make recommendations to all levels of the organization.
• Select, hire and manage outside suppliers.
• Manage project budgets.
• Provide feedback insights gained from social media monitoring into the customer knowledge center.
• Assist in the creation of reports and presentations that address business issues.
• Create actionable insights from survey data and customer database reports.

Job Specifications:

Minimum

• Bachelor’s degree in marketing, business administration or related field, with at least 5+ years of customer / consumer research experience

Preferred

• Experience analyzing and managing market sizing, market tracking, consumer segmentation and/or copy/ad testing preferred, mix of corporate and supplier experience a plus.

 
Skills and Abilities

• Strong analytical and statistical skills with the ability to identify and present relevant and actionable business insights and experience working with large, complex data sets
• History managing customer panel
• Ability to think strategically
• Excellent verbal, written and interpersonal communication skills
• Detail-oriented and highly organized
• Ability to work independently in a fast-paced environment, coordinate multiple projects with multiple internal clients and successfully meet deadlines within budget
• Well-versed knowledge of Web 2.0 tools, concepts, and processes (social networks, on-line communities, Enterprise 2.0, social media monitoring, wikis, blogs, micro-blogging, etc.)
• Experience with secondary data (e.g. ACNielsen, IRI, NPD)
• Experience working with survey tools is a must
• Experience in statistical analysis or business intelligence tools is a bonus

 
Supervisory Responsibilities

• Manage external research agency(ies)

Work Environment / Travel / Physical Demands

• Normal office environment. 
• Domestic airline travel.  Must be able to sit for extended periods of time.