Fonction professionnelle: Marketing
Type de poste: Permanent
Type de contrat: Full - Time
Pays: United States
Section 1: General Information
Job Title: Asst. Manager, Customer Insights
Supervisor Title: Director, eCommerce Platforms & Innovation
Location: New York, NY
Section 2: Job Summary
The Asst. Manager, Customer Insights will lead the Luxe Division’s Voice of the Customer Initiatives. S/he will have ownership of the Customer Advocacy Evolution. S/he will be responsible for understanding the landscape of where/when/how our customers engage directly with our Brands. In this new role, the Asst. Manager, Customer Insights will identify the touchpoints, develop the KPIs and build out standardized reporting at both the Brand and Divisional level to direct the evolution of customer advocacy programming for the Luxe Division. S/he will also drive the strategy for streamlining the process by which our Brands communicate 1:1 with our customers.
The ideal candidate will be analytical and process oriented, with a desire to continuously optimize our direct relationships and conversations with our customers.
Section 3: Job Requirements
BS/BA degree required.
1-3 years experience working in Digital and/or Customer Service for a Brand.com
Experience working cross functionally with Digital, Marketing, Social, PR and Customer Service teams
Experience using quantitative and qualitative feedback to create feedback loops and drive change
Experience building standardize reporting for tactical execution and executive visibility
Collaborative problem solving skills
Highly organized with proven multi-tasking ability
Strong analytical mind with process orientation
Strong written and verbal communication and presentation skills
Experience using 3rd party eCommerce, Ratings & Reviews, Customer Service, Social Listening tools
Highly proficient in the use of Microsoft Office (Word, Excel, and PowerPoint)
Section 4: Judgment and Decision Making
This role will require strong time and team management skills to maintain the quality of both our internal and external deliverables. Manager will maintain constant collaboration with brand marketing teams to support their product animations and launches. Sound decision making and interpersonal skills are a necessity. This role will require intermittent supervision.
Section 5: Financial Scope
Section 6: Key Duties and Responsibilities
Tasks, Duties & Responsibilities
% of time spent.
Total should = 100%
Identification of standardized KPIs to monitor Voice of Customer across touchpoints
Collection and Aggregation of customer feedback across digital channels including (but not limited to) Customer Care, Ratings & Reviews, Social, PR – resulting in creation of standardized qualitative and quantitative dashboards and ongoing reporting
Partner with Brand teams to formulate short term tactical optimization opportunities (and monitor progress to completion) and identification of long term product and trend roadmap
Partner with key Brand, Divisional & Corporate Stakeholders to develop new cohesive communication processes
Ownership of Luxe Division relationship with Ratings & Reviews vendor to facilitate platform adoption and optimization
Please note: This job description does not list all duties of the job. Employees may be asked by management to perform other duties. The employer has the right to revise this job description at any time.
We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.
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