Customer Account Manager

Pay rate range - $55/hr. to $57/hr.

Schedule: Fully onsite

Job Title - Manager of DA Ratings and Reviews and Voice of Consumer

Job Description:

Top skills:

-Analytics

-Project management

KEY RESPONSIBILITES/REQUIREMENTS:

Key Responsibilities

• Own the end-to-end ratings & reviews strategy across retail and DTC channels, turning fragmented feedback data into a single, trusted source of truth that marketing and product teams rely on for decision-making.

• Translate large volumes of unstructured review and survey data into clear, prioritized insights — identifying the handful of issues or opportunities that matter most.

• Partner cross-functionally with Product Marketing, Customer Service and Marketing teams to ensure VOC findings directly influence product improvements, messaging, and launch readiness.

• Build and maintain a repeatable VOC reporting cadence (monthly scorecards, quarterly readouts, and executive summaries) that gives leadership a real-time pulse on brand and product sentiment.

• Identify and stand up new listening tools, sentiment analysis methods, or AI-assisted text analytics to make the program faster and more predictive rather than purely retrospective.

• Drive ratings and reviews programs through partnering with key stakeholders to drive quantifiable review volume against identified KPIs for key product launches and ongoing review incentivization across the portfolio.

• Track ratings & reviews performance against competitors, flagging emerging risks (e.g., quality issues surfacing in reviews before they show up elsewhere) so teams can respond proactively.

• Champion a customer-centric mindset across the Digital Appliances org, coaching stakeholders on how to read and use VOC data rather than just handing them a report.

What We Are Looking For

• 3-5 years of experience in voice-of-customer, market reclientrch, customer insights, or ratings & reviews management, ideally within consumer electronics, appliances, or another durable goods category.

• Demonstrated experience working with ratings & reviews platforms (e.g., Bazaarvoice, PowerReviews, Yotpo) and/or text/sentiment analytics tools.

• Hands-on experience with Sprinklr (or a comparable enterprise VOC/social listening platform such as Medallia, Qualtrics, or Clarabridge) for sentiment analysis, theme detection, and reporting across reviews and customer feedback channels.

• Strong analytical skills with the ability to synthesize large, messy datasets into clear narratives and recommendations for non-technical stakeholders.

• Proven track record partnering across marketing, product, and CX functions to drive action from customer feedback — not just report on it.

• Excellent written and verbal communication skills, including comfort presenting findings to senior stakeholders.

• Proficiency with data visualization/reporting tools (e.g., Excel, Power BI, Tableau, or similar).

• Bachelor's degree in Marketing, Business, Data Analytics, or a related field, or equivalent practical experience.

Nice-to-Haves

• Experience in the consumer electronics, appliance, consumer durables, or connected home/IoT product categories.

• Experience working in a large, matrixed organization with multiple internal stakeholders.

• Prior contract or project-based work where you had to ramp quickly and show impact fast.