Manager, Customer Insights & Community Development

JOB OBJECTIVES

This position is responsible for tirelessly endeavoring to generate actionable quantitative insight on customer (Supplier and buyer sides) and B2B trade, to derive better understanding of customers of different market segments, to drive proposition design on customer experience, customer lifecycle management, product synergies, and insight generation to drive company business opportunities and ultimately leverage business growth.

KEY RESPONSIBILITIES

• Dive deep into complex business problems and translate them into concrete hypotheses and analysis requirements;
• Analyze and consolidate findings to derive customer insights from internal database and external big data platforms including E-commerce platforms, social media, and any other relevant sources;
• Deliver large and complex studies and analysis, from scoping, designing methodology, collecting to analyzing data, and presenting recommendations to senior management;
• Segmentate customer database, be the subject matter expert for customer insight data, and proactively communicate customer research findings to cross-functional teams;
• Assessment of opportunities, customer insight and keeping up to date on cutting-edge research methods and related innovations;
• Skillfully manage large-scale and cross-functional marketing research initiatives to help address key business needs;
• Work closely with Marketing teams and Sales BU heads, Product Development team, and Customer Service team to foster a culture of applying data & insight-driven culture in decision making;
• Understand business stakeholders’ needs through strong collaborative relationships.

REQUIREMENTS

• Bachelor degree preferably in Statistics, Marketing, Business Administration, Economics Psychology, Social Sciences or Sociology
• A minimum of 5 years of experience working with large datasets and on large-scale analytical projects is required, preferably with a minimum of 2 years of experience in a B2B environment and 3 years of managerial experience.
• Customer focus to improve customer lives, and analytical problem solver with an eye for detail
• Able to form insightful observations from various primary and secondary data and communicate clear, actionable business implications
• Expertise with the latest customer research across both qualitative and quantitative methodologies and techniques (e.g. customer segmentation, brand tracking, pricing, packaging, advertising, concept product testing, focus groups, ethnographies, decision journey, market sizing, NPS/customer satisfaction, etc.)
• Familiarity and comfort with updated BI/data analytics tools
• Advanced use of Microsoft PowerPoint, Excel, and Word
• Ability to extract, interpret, and easily communicate data and trends
• Demonstrated analytical and problem-solving skills and ability to manage multiple priorities
• High energy, can-do attitude, and ability to deliver high-quality output to fast-paced deadlines