Voice of the Customer Data Manager

Description

Job Brief:
We are seeking a Voice of the Customer Insights Specialist to join our Customer Marketing team to assist in generating customer insights derived from the company's data.
The Voice of the Customer Insights Specialist, under close supervision, aggregates customer data from various systems, develops reporting, and tells the story of our customers. By using feedback from our customer base, and associating it with sources like CRM and Product data, the Voice of the Customer Insights Specialist will become a key player on the Customer Marketing team and positively impact customer adoption, retention and growth
Responsibilities:
What you'll do:

• Develop reporting and assist in conducting top line and in-depth analysis of customer data to determine significance of trends and impact on business and customer health.
• Support process and technology used to gather and synthesize customer feedback data with associated business data to determine key drivers of customer success, loyalty, risk, churn and overall experience, and then translate that into actionable insights.
• Own reporting of ongoing lifecycle and NPS surveys.
• Discover and establish accurate relationships between disparate datasets that enable granular reporting
• Support 's global Voice of the Customer (VoC) Program, and partner with cross-functional teams to develop, prioritize, and track program goals.
• Support VoC reporting across the organization, including identifying key trends, visualizing data, and producing actionable reports on a regular cadence.
• Collaborate across teams to monitor Voice of Customer trends, interpret feedback and translate analysis and insights into executive-level deliverables.

Requirements:
Who you are:

1. Bachelor's degree or equivalent work experience required
2. 2 to 5 years of previous customer data experience, ideally in a B2B environment
3. Keen eye for accuracy and detail in exploring, aggregating, and communicating data insights
4. Independent and curious in nature with a clear ability to recognize where your knowledge limitations are and when you need to seek guidance
5. General understanding of the differences and commonalities between quantitative and qualitative data storytelling
6. Knowledge of relational databases and the complexities of establishing data relationships between disparate systems; SQL exposure required, SQL experience preferred
7. Experience with B2B marketing, sales and support processes as well as customer-facing financial processes (e.g., invoicing, billing)
8. Working knowledge of Data Visualization tools; Tableau exposure required, Tableau proficiency preferred
9. Belief in ownership of your role and take initiative to find opportunities, develop plans that inspire others, and ensure execution through measured results
10. Thrive in an environment that encourages openness
11. Strong collaboration, interpersonal and communication skills

Impellam Group and its brands are equal-opportunity employers committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, pregnancy or maternity, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application, interview process, pre-employment activity, and the performance of crucial job functions.

If you require additional disability considerations, modifications, or adjustments please let us know by contacting HR-InfoImpellamNA@impellam.com or fill out this form to request accommodations.