Director Customer Insights

Director Of Customer Insights

The Director of Customer Insights is responsible for Customer and Brand Insights across the organization, and the aggregation of those insights into actionable intelligence to drive strategic change and visibility.

The Director of Enterprise Insights is a data-driven strategist, specializing in insights and analytics. The person in this position brings a high level of competency for planning and conducting customer and brand research and garnering high-level, actionable insights from multiple forms of third-party and first-party research, both qualitative and quantitative.

Key Roles and Responsibilities

• Research and Customer Insights
• Serves as the driver and aggregator of information on the At Home customer, bringing the consumer perspective to organizational decision-making by executing market analysis and research activities
• Plans and directs research (including brand tracker and focus groups) and develops actionable insights
• Shares out the insights and learning across the organization, working to help activate and provide visibility to the insights and learning
• Responsible for executing a regular cadence of reporting
• Ensures that the learnings throughout the organization are pulled through into strategic planning across various functions of the organization, including in execution
• Gathers information from various parties across Marketing and the entire enterprise (paid media, CRM, Omnichannel, signage teams, Store Operations) responsible for generating the learning in their particular areas of responsibility.
• Understands needs of the merchandising organization in customer research and learning and conducts research and aggregates learning on their behalf
• Collaborate with all cross-functional teams and partners across the business to generate meaningful hypotheses, uncover validated answers, and recommend courses of action
• Strategic Planning
• Unites a deep understanding of customer behaviors and mindset, year-over-year performance and improvement optimizations needed, and future-forward business drivers to develop plans that drive results
• Aggregates the FY plans, board decks and other key presentations as necessary for the CMO and COO

Qualifications and Competencies

• At least 5 years of experience in positions relating to marketing
• At least 7 years managing marketing research and customer insights
• Strong background in quantitative insights concepts, including survey types, typing tool development and application, developing customer segments with research data, question type development, etc.
• Bachelor's degree in Marketing, Business or related field, MBA is a plus
• Ability to manage and simplify complex processes and problems
• Experience in retail environment, with projects that focus on the customer
• Excellent analytical, critical thinking and problem-solving skills
• Strong presentation skills both in delivery and creation
• Ability to handle competing business demands while ensuring execution and consistent results with high energy and a high sense of urgency
• Self-starter, with ability to multi-task in a fast-paced environment
• Energetic and collaborative team player with the ability to motivate others
• Ability to thrive in a flexible environment with a positive attitude