ジョブファンクション: ディベロップメント マーケティング

雇用形態: フルタイム

所在地:

国/地域: United States

Section 1: General Information

Job Title: Asst. Manager, Customer Insights

Function: Digital
Division: Luxe
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

N/A

 

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

20

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

20

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

20

Partner with key Brand, Divisional & Corporate Stakeholders to develop new cohesive communication processes

20

Ownership of Luxe Division relationship with Ratings & Reviews vendor to facilitate platform adoption and optimization

20

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.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email USApplicationAccommodation@support.lorealusa.com. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.