What are the responsibilities and job description for the Director Customer Insights position at At Home?
Job Summary:
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