Manager, Customer Insights

Company: Brambles USA Inc
Location: Alpharetta
Posted on: June 22, 2022

Job Description:

Position Purpose:

Candidate will lead Customer Insights to continuously deepen CHEP's understanding of our customers and drive key performance improvements across the business to enhance the customer experience. This role is responsible for the process and related survey tools that have been created to capture customer sentiment, regarding their business relationship with CHEP. Surveys produced include the NPS Relationship survey in conjunction with the Global Insights team and the USA Monthly Transactional (Customer Effort) survey of inbound call-in customers (and lead other VoC via market surveys and focus groups as assigned).



The lifecycle of the Net Promoter (NPS) journey requires compilation of contacts lists, survey launch prep, survey management and analysis of data to synthesize customer insights. It will be critical to possess and utilize "project manager" competencies to encourage stakeholder engagement internally, for the purpose of driving metric-driven improvement of products and services. The objective is to inspire interest in others to identify root cause and lead project teams to produce positive change (and reduce detraction). This individual will be critical in representing the Voice of Customer in critical business discussions and marketing interactions and must be a SME in statistical tools and methodology, in developing thoughtful recommendations through thorough analysis and in leading and executing projects aimed at improving overall customer experience (i.e. pragmatically reducing customer effort required to resolve issues, implementing new or improved services, simplifying customer communication tools, expanding myCHEP, developing customer communications and leveraging other CX support tools, etc.)



This role leads cross-functional initiatives focused on reducing NPS detractor categories, as aligned with NA leadership and organization-wide objectives. Responsibility also includes managing the cross-functional Customer Insights closed loop process, to ensure the organization (sales, service operations, etc.) is timely resolving issues to meet customer expectations. This role will work closely with the Shaping our Future CX teams and global Customer Insights teams to develop and implement region-wide initiatives aimed to improve overall CX.

Excellent presentation preparation & delivery skills are required. This role will lead customer insights discussions across the Executive Leadership and various teams including Commercial, Customer Service, Retail, Supply Chain, Quality, Marketing, Shaping our Future etc. on an ongoing basis. Responsibility also includes preparing high level NPS, Voice of Customer Board Papers and ELT presentations under extremely tight timelines. The data included in these presentations will be included in the North American package to the Board of Directors.



Scope:

Business Units: NA Pallets, Pallecon

Countries: 2 (US & Canada)

Locations: Alpharetta or Orlando preferred



Measures:

NPS


Response Rate


Closed Loop Resolution


Customer Effort Score





Major/Key Accountabilities:

Expertise with survey tools and survey creation, Net Promoter process, analytics and project management


Establish the knowledge of CHEP customers required to provide guidance for customer contact sampling and subsequent analysis of the results


Produce survey results with conclusions and recommended actions, based upon CHEP acumen


Ability to conduct in-depth statistical analysis as well as explain the methodology to others


Superior communication skills to disseminate findings


Ability to lead high priority (cross-functional) workstreams through indirect influence





Qualifications:

Bachelor's degree in Statistics, Data Science, Marketing, Business Administration, Finance, or equivalent discipline.


Advanced proficiency in Excel, Business Warehouse, Siebel, and other Microsoft products, in addition to one or more statistical tools (absolute requirement)


Desired Qualifications: MBA





Experience:

Statistical analysis


Analytical / Problem Solving (Root Cause Analysis) / Trend analysis


NPS and other survey methodologies





Skills and Knowledge:

Strong communication and presentation skills (verbal and written) to all levels of customer and stakeholders


Capable of working collaboratively and with customer focus


Excellent interpersonal skills


Ability to multi-task and effectively prioritize in a fast-paced and dynamic environment


Ability to work independently, self-starter


SAP, Medallia, Data Warehouse (BW) and CRM (Salesforce), Excel and Powerpoint knowledge is required


Strong verbal and written communication skills, strong interpersonal skills and conflict resolution skills required.





Languages:

English - Essential

Keywords: Brambles USA Inc, Alpharetta , Manager, Customer Insights, Executive , Alpharetta, Georgia