Customer Insights Manager Resume Sample
Baron White
5987 Don Brooks,
Los Angeles,
CA
+1 (555) 602 4155
Work Experience
Customer Insights Manager
10/2016
-
PRESENT
New York, NY
- Identify, quantify, and develop growth opportunities at Dollar General utilizing a variety of sources, including syndicated data. Communicate findings to sales and management teams
- Interpret and apply Georgia-Pacific shopper/consumer strategies to Dollar General’s category strategies
- Establish thought leadership at Dollar General by using shopper insights to provide strategic insight that shape how the Retailer defines their opportunities and develop tactical plans to address them
- Work cross-functionally with marketing, customer planning and sales teams to ensure plan delivery against category objectives
- Establish a roadmap for using shopper insights as a corporate asset at Dollar General
- Lead the process of leveraging our myriad data sources to generate insights, implications and action steps for monthly business and quarterly promotion reviews. Gather data, create reports and develop recommendations by partnering with Marketing and Sales teams. (20%)
- Be recognized as a category and customer insights expert, leveraging analytics to work with cross-functional teams to guide strategic initiatives like new item launches and promotional strategy. Generate and leverage insights to improve the strategic decision-making capability of the organization (includes development of new item and whitespace forecasting assumptions). (30%)
- Provide ongoing analytic support and recommendations to Field/HQ Sales, Category Management and Marketing on assigned business, including participating in special assignments. Track progress of key Sales initiatives and provide updates to Senior Leaders. (20%)
Senior Customer Insights Manager
03/2011
-
05/2016
New York, NY
- Identify the need for and lead advanced analytics projects that translate into actionable insights for Marketing and Sales partners to drive additional profitable business (i.e. Price Elasticity, Marketing Mix, Assortment, etc). (10%)
- Partner with syndicated data supplier to align on and manage workload/priorities to improve functional efficiencies. (5%)
- Lead management and ongoing development of in-house retail reporting system. Responsible for content availability and ensuring proper system function. Work with cross-OpCo partners to maintain system and be resident expert for Nestlé Nutrition.
- Understand key business priorities and drivers, test hypotheses, and deliver actionable insights or propose new areas for investigation
- Deliver integrated insights for different customer types and businesses at Adobe
- Help tell the customer story in a compelling and digestible way, enabling business partners to clearly understand customer behaviors, attitudes, needs and implications
- Drive qualitative and quantitative customer research projects, leveraging external vendor partners, customer panels and insight communities
Customer Insights Manager Senior
02/2007
-
11/2010
Boston, MA
- Effectively drive research projects, regularly reporting progress and insights to MCI management
- Support socialization of insights to various business stakeholders, including BU management and global marketing teams
- Loyalty – Accountable to report and analyze key metrics, trends and the impacts of strategies against these metrics in support of evaluating the success of the team’s actions
- Testing – Accountable to set up and analyze statistically valid retail tests in support of future team actions
- Creation of data-led insights that lead to improvement actions – across all products, segments, and channels
- Develop a roadmap of reporting deliverables cross functionally and prioritise the creation various performance reports, dashboards, and analyses – across levels of executive, management, and operational audiences
- Ownership of NBA data – its accuracy, completeness, and timeliness
Education
University of Central Florida - South Lake Campus
2003 - 2007
Bachelor's Degree in Business Administration
Professional Skills
- Excellent presentation skills with prior experience with customer presentations
- Strong strategic market research experience, defining and prioritizing customer segments; conducting foundational brand research
- Strong analytical skills and knowledge of analysing information and interpreting/translating into non-technical, commercial recommendations
- Strong marketing campaign measurement and assessment skills
- Strong analytical and statistics skills
- Strong analytical skills and the ability to identify the most relevant insights from a large amount of data
- Strong Presentation & Communication Skills, written & verbal at all levels
How to write Customer Insights Manager Resume
Customer Insights Manager role is responsible for analytical, presentation, organization, excel, analysis, insights, advanced, reporting, compensation, architecture.
To write great resume for customer insights manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Insights Manager Resume
The section contact information is important in your customer insights manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Insights Manager Resume
The section work experience is an essential part of your customer insights manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer insights manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer insights manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Insights Manager resume experience can include:
- Identifying a set of questions and purposes across audiences (executive, management, operational) that the reports and dashboard look to answer with rigorous analysis and transformation of data
- Excellent speaking-listening- writing skills, attention to detail, proactive self-starter
- Highly articulate and confident communicator with strong influencing skills
- Strong analytical skills and structured process thinking
- Good interpersonal, influencing skills and able to communicate well with different stakeholders and across cultures
- Project management skills managing many different activities at one time
Education on a Customer Insights Manager Resume
Make sure to make education a priority on your customer insights manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer insights manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Insights Manager Resume
When listing skills on your customer insights manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer insights manager skills:
- Skilled communicator who can convey ideas effectively, both verbally and in writing
- Exceptional attention to detail and strong project management skills
- Experience in evaluating initiatives, collecting evidence and participating in applied research
- Have proven experience as market / business analyst, preferably from a research agency
- Project management skills managing different activates at one time
- Experience in CEM best practices and methodologies or Certified Customer Experience Professional
List of Typical Experience For a Customer Insights Manager Resume
1
Experience For Senior Customer Insights Manager Resume
- Excellent communication skills with the ability to distill complex analysis into concise takeaways and the ability to tell compelling stories about analysis
- Stakeholder management and strong communication skills
- Strong interpersonal skills with the ability to interface with multiple levels of an organization and various business functions
- Prior marketing experience (Marketing Associate, Product Manager) an asset
- Well-developed stakeholder management and influencing skills
- Strong experience in analytical tools such as Excel, SAS, SPSS, R, etc
- Advanced analytical skills, competency in Excel is mandatory
2
Experience For Loyalty / Customer Insights Manager Resume
- Establish customer experience metrics to track and measure success. Monitor outcomes and establish an effective enterprise feedback loop
- Consultative skills with the ability to scrutinize and assess projects with the ability to cull excessive elements and focus on the core sentiment
- Highly developed Project Management and Computer Skills
- Someone with quantitative and qualitative research skills
- Experience in using database technologies and application software for decision making in a business setting
- Experience using online research tools such as survey building software, research panels/ communities forums
- Strong understanding of shipping process, customer journeys and interactions
- Someone who has extensive and documented experience developing and embedding customer insights into an international organization
3
Experience For Customer Insights Manager Senior Resume
- Creation of visually effective and compelling dashboards and presentations that are tailored to their intended purposes and audiences
- Experienced using statistical analysis tools such as SPSS and Excel to work with large sets of data
- Experience using advanced text analysis tools
- Customer orientated and an advocate in promoting best in class customer experience
- Good understanding of proper use of data and analysis
- Experience running multiple complex projects, numerous internal teams, and a myriad of external vendors
- Leads, organizes and consolidates customer feedback across the region and all relevant touchpoints, working with various internal teams
4
Experience For International Customer Insights Manager Resume
- Develop strong insights from analysis of existing customer research
- Create strong presentations of customer insights influencing decision makers
- Deeply passionate about customer experience and making life simpler with technology
- Demonstrated ability to analyze and interpret data, leading to actionable market, customer and strategic insights
- Self-motivated multi-tasker able to handle multiple projects with minimal supervision and good time management
- Experience in marketing research, data analytics, consulting, or related field
- In a Customer Insights role, with demonstrated progression of responsibility and achievement
5
Experience For Customer Insights Manager Resume
- Work with the Market and Business Insights team to design a program to capture student insights into key aspects of their experience at Laureate
- Contribute to the CX Strategy, aligned with key priorities and strategic goals
- Experience using data mining tools like Business Objects or SAS and CRM systems like Salesforce.com
- Prioritize deliverables, negotiate trade-offs, assess and scrutinize initiatives to handle workload, work efficiently, and ensure deadlines are met
- Proven advanced-level competencies in analysis (Microsoft Excel)
- Demonstrated ability to distill complex ideas into meaningful insights and actionable recommendations
- Market Research experience an asset
- Demonstrable experience in a market research role (agency or client side)
- Scoping and designing quantitative and qualitative surveys in close cooperation with research agencies, markets and colleagues
6
Experience For Senior Customer Insights Manager Resume
- Concepting idea development in corporation with markets, project teams and colleagues
- Identifying new strategic and business opportunities based on customer insights to reshape our image and build new concepts
- Engage staff: leading by example, listening, having fun and being authentic and trustworthy
- Lead the Annual planning process by synthesizing input from cross functional partners and VOC learning
- Regularly ensuring that best practices approaches towards conducting research are considered by the business when considering research solutions
7
Experience For Loyalty / Customer Insights Manager Resume
- Establish an on-going, PerkinElmer-wide customer tracking study to measure in-market brand health, customer satisfaction, and competitor performance
- Business acumen with understanding of strategic planning and tactical execution
- Serve as liaison with Market Analytics, Marketing, and research partners (including ESource, Navigant, Acxiom, etc.)
- Thorough understanding of different research methodologies and their applicability depending on research objectives
- Assists in developing business plans for achieving category volume, margin contribution, market share and space targets
- To manage the research programme from end to end including strategic projects, continuous research and ad hoc insight requests, on time and on budget
- To be a reliable and credible source of expertise on the customer, market and competitors and ensure that the team is providing a best-in-class insight
- To provide guidance and support to the Customer Insight Executive(s) and manage their learning and development
- Manage the Customer Insight budget and planning process
8
Experience For Customer Insights Manager Senior Resume
- Highly numerate and analytical and capable of working with quantitative data
- Design, plan, and resource marketing research projects with both internal teams and outside vendors
- Implement training on new methodologies and approaches
- Support marketing activation with Insights for impactful customer activities
- Assist SVP to ensure all staff members are properly trained and receiving the guidance needed on a project by project basis
- Serve as backup to SVP when that position is traveling or otherwise unavailable
- Expert understanding of assigned market trends, customers, competition, etc
9
Experience For International Customer Insights Manager Resume
- Proficient in multiple reporting tools like Microsoft Power BI, Microsoft Excel, or Business Objects
- Track record in managing suppliers / virtual teams to deliver to a high standard
- Responsible for sizing strategic opportunities and initiatives across customers and channel supported
- Analyzes syndicated data in support of developing sales opportunities
- Creation of ad-hoc deep dives into performance data in real time to identify pain points, root causes of performance drivers
- Synthesis of outputs from deep dives and detailed analysis into a set of actionable insights for the Customer Value Hub team to assess and execute
- Ownership of accuracy, appropriateness, and timeliness of NBA platform’s performance and other data
- To manage the NET-A-PORTER Insight Panel research programme (used to conduct surveys, polls and qual studies)
10
Experience For Customer Insights Manager Resume
- To conduct in-depth geographical customer research from design through to action recommendation
- Identify insight gaps and diagnose stakeholder requirements to design and implement relevant research
- To impartially interpret research data from multiple sources and analyse it into digestible, actionable insight by adding the ‘So what?’ to research findings, allowing stakeholders to make informed and strategic decisions and optimise performance
- Continue to measure and update customer insight processes, research tools and deliverables against industry standards through the use of new and different techniques and working practices to drive efficiency
- Strong presentation skills and ability to present credible, meaningful insights to senior management level
- Significant experience in a customer research role, either client or agency-side, across both qualitative & quantitative disciplines
- Experience in qualitative research moderation on and off-line
- Experience in geographical research and understand cultural difference
List of Typical Skills For a Customer Insights Manager Resume
1
Skills For Senior Customer Insights Manager Resume
- Prior experience building financial models or tools that demonstrate ROI across multiple dimensions
- Proven experience (+5years) in conducting research, generating insights, and translating these into recommendations
- Experience in NPS management, analysis, reporting and communication is essential. Experience with the Medallia platform is advantageous
- Advanced statistical skills - both building and interpretation of information
- Effectively present results to stakeholders, ensuring clear and actionable insights are taken on board by the teams
2
Skills For Loyalty / Customer Insights Manager Resume
- Consumer goods (fast moving or durable) new product development experience
- Someone with great project management skills who can manage complex projects
- More than 5 years working experience in area of consumer banking, customer service or marketing
- Experience moderating focus groups and conducting one-on-one interviews
- Experience developing and deploying new insights method or capability
- Experience building and managing complex global programs or projects
3
Skills For Customer Insights Manager Senior Resume
- Experience in data mining and working with large databases
- Extensive experience in translating data, research, analytics and information into actionable, insight driven outputs that support program improvements
- Experience with consumer research in cleaning, personal care, beauty, baby, pet, and food categories
- Manages complex priorities with focus on driving for results
- Knowledge and understanding of customer experience areas
- Experience in running multiple complex projects, numerous internal teams and a myriad of external vendors
- Experience with market research methods and analysis, customer segmentation and targeting
- Experience in working with market segmentation technologies such as Acxiom, Mosaic, PRIZM, etc
4
Skills For International Customer Insights Manager Resume
- Banking or Financial Experience
- Experience with statistical modelling Enterprise Miner and/or similar tools
- Experience presenting in front of senior leaders
- Demonstrated understanding of business processes and ability to create process flows and documentation
- Strong exposure to strategic problem solving and root cause analysis
- Strong belief in own expertise, used to challenge stakeholders
5
Skills For Customer Insights Manager Resume
- A good working knowledge of Microsoft Office (i.e. Excel and PowerPoint)
- Experience with data visualization (e.g. Tableau, Qlikview)
- Understanding of advanced data analysis (e.g. predictive analytics, machine learning, econometrics)
- Engaging – can capture an audience
- Securing customer insights to drive the relevant strategic business decisions
- Responsible for providing space analytics and making shelving recommendations
- Mine data and analytics to gain a better understanding of customer behaviors, including impacts of current marketing strategies
- In qualitative studies, coordinate with vendor on the translation and programming of the, and checking the surveys routing is correct
6
Skills For Senior Customer Insights Manager Resume
- Driven by developing something from scratch
- Responsible for selecting the appropriate research/insight generation approach and ensuring that this method delivers on the business requirements
- Drive improvements in the business through evaluation of assortment, promotion, shelving and pricing
- Work cross-functionally with marketing, customer planning, shopper research, and sales team to ensure plan delivery against category objectives
- Tertiary qualification in numerical or computing qualification, preferably also with marketing
7
Skills For Loyalty / Customer Insights Manager Resume
- Supply the marketing team with clear and actionable insights in order to work towards customer-centric marketing strategies
- In qualitative in-house studies, confidence interviewing customers in either a 1:1 or focus group setting
- Able to create accurate and engaging reports, and support vendors in achieving the most impactful deliveries
- A relentless, unwavering quest of the truth
- The ability to seamless work with different people with different working types
8
Skills For Customer Insights Manager Senior Resume
- Product launch support, before, during and after
- Market understanding and opportunity identification
- Analyzes and evaluates demographic and shopper purchasing behavior in individual account/categories
- Analyzes complex metrics and analytics to provide insight to consumer dynamics, supporting aggressive growth plans
- Builds and delivers actionable insights to drive improved return on investment with promotional and pricing dynamics
- Works very closely with the Senior Insights Manager to understand the insights needs for the business and identify emerging research or behavioural needs
- Work under pressure, staying ahead of complex schedules
- Master’s in Marketing Research, Business Administration, Psychology, Sociology or related field
9
Skills For International Customer Insights Manager Resume
- Creativity and storytelling abilities
- Proficient in generating “so what, now what” recommendations
- Deep understanding of the Enterprise Software Market and cloud transformation
- Ensure the panel community is engaged by reporting back key insights from research
- As and when relevant, reach out to other Elsevier marketing databases to reinforce any gaps in the panel
- Persuade peers and/or superiors
10
Skills For Customer Insights Manager Resume
- Travel as required on a global basis (approximately 20%)
- Results oriented and pragmatic
- Can work in a very dynamic environment and is not afraid of change
- Market analytics, process development and data quality
- Budget and strategic plan support, implementation market model and category forecasts
- Understand panel data and analyses
- Are fluent in English and in a Nordic language
- Master MS office and large amounts of data
List of Typical Responsibilities For a Customer Insights Manager Resume
1
Responsibilities For Senior Customer Insights Manager Resume
- Relevant experience in data analysis of customer satisfaction and experience
- Positive attitude, proactive, eager and demonstrated experience in change management process
- Experience in B2B marketing CRM role
- Business acumen: proven understanding of business environments and processes
- Customer Experience and Advocacy Reporting and Dissemination of Insights
- Advocate and strong passion for Customer Service
2
Responsibilities For Loyalty / Customer Insights Manager Resume
- Take personal accountability for making Credo-based decisions and developing a Credo-based culture
- Lead meetings and provide training/education to new and existing users on system capability and tool
- Responsible for working with business units on new Product and Marketing initiatives where market research is required
- Presents key learnings and insights to stakeholders, including behavioral analytics
- Look outside for inspiration, information and ideas that enhance our target audience understanding
- Identify key customer trends, feedback, and sentiment by analyzing insights through chats, emails and calls
3
Responsibilities For Customer Insights Manager Senior Resume
- Always Learning · Customer Focused · Strategic and Visionary · Makes it Happen · Transformational · Relationship Builder
- End-to-end management of Citi’s ongoing NPS programs and research projects independently based on stakeholder objectives and business needs
- Support the Senior Insights Manager in managing research vendors and research budgets
- Work with multiple stakeholders and functions throughout the business in a fast paced environment
- Fully understands the analysis of all consumer research and can apply buying dynamics of a customer’s shoppers and customer specific consumer research to selling situations
- Statistical, mathematical or financial background (min 5 years of experience)
4
Responsibilities For International Customer Insights Manager Resume
- Lead and manage multi-market market research projects from start to finish
- Kick off project with all key stakeholders to ensure business objectives are clearly set out and the best methodology is undertaken to conduct the research
- Ensure the questionnaire design meets the business objectives and has had feedback and approval from stakeholders
- Pilot research with a few customers ahead of launch to allow for any improvements and final tweaks
- Lead and manage Elsevier’s customer panel
- Maintain accuracy of the panel database (up to date demographics)
5
Responsibilities For Customer Insights Manager Resume
- Ensure customer queries and incentives are properly managed
- Provide analysis on various competitors’ performance with DG’s customers to identify SWOTs and recommendations for strengthening DG Customer productivity at DG
- Passionate advocate for Dollar General’s Customer
- Identify and frame key issues and business questions, in coordination with the global marketing team, and cross-functional partners such as product management, user insights, and sales
- Use data to inform meaningful insights that drive strategic recommendations and motivate action
- Communicate research findings and recommendations to key partners
6
Responsibilities For Senior Customer Insights Manager Resume
- Strong analytical and interpretive skills with the ability to distill copious amounts of data ( qualitative, quantitative, secondary, etc.) into an insightful story with actionable recommendations
- Passionate about moving from data and insight to action and impact with a sense of urgency
- Executive presence when presenting to key partners across the organization
- Highly analytical, comfortable with large data sets, and able to turn qualitative and quantitative data into actionable insights
- Acts as a fair representative of the voice of the customer and works with key stakeholders to build insights-led production and service designs that enhances the customer experience
- Identifies root causes for customer dissatisfaction and works with relevant stakeholders to close the gap and implement improvements in areas of people, process and technology
7
Responsibilities For Loyalty / Customer Insights Manager Resume
- Proactively identifies opportunities to improve customer experience across the different touchpoints
- Six Sigma certification and experience is an added advantage
- Creates, controls and manages process documentation and change management initiatives with internal stakeholders
- Able to manage Qualitative and Quantitative data and identify trends and outliers
- Flair for numbers, with an inquisitive and investigative mindset
8
Responsibilities For Customer Insights Manager Senior Resume
- Self-driven and exhibits personal accountability for successful completion of projects and tasks assigned
- Create and evolve a full program of customer primary and secondary insights needed to drive concept testing, product development and ongoing operations of multiple consumables categories and programs
- Initiate and scale innovative do-it-yourself research techniques, including use of multiple qualitative, quantitative and analytical research approaches, for attitude & usages studies, packaging, pricing, content creation, machine learning, and crowdsourcing
- Manage quantitative and qualitative research projects, for product development, and ongoing dashboards to provide actionable insights to inform marketing strategy and tactics
- Leading various marketing programs including customer segmentation, forecasting, product development, product performance assessment, messaging testing, and consumer trends analysis
- Own and implement the research roadmap in Germany - identify what research is needed, define methodology, conduct research, analyze the result and provide recommendations
- Consolidate internal and external insights and provide recommendations that guide key business decisions
- Lead the cross-functional “Insights” work stream and the development and implementation of annual plans to support the ICE organizational transformation initiative
- Lead a cross-functional insights development and training program and lead the integration of an insights and customer centric culture cross-functionally, including insight management capabilities
9
Responsibilities For International Customer Insights Manager Resume
- Lead the development of insight generation and co-creation capabilities within the marketing/market research organization
- Lead development of insights generating research to influence the development of multichannel brand communication strategies and to implement brand positioning via tactics that engage customers in a way that is meaningful to them
- Lead the development of a cross functional segmentation approach to integrate ‘customized’ customer understanding across brands and cross functional interactions with customers (HCAMs, Clinical Ops, etc)
- Lead development of new methodology/approaches to deep customer understanding for new/non-traditional customer groups (ie: Payers)
- Foster strong working relationships with TA market research managers and analytics managers and with multiple key functions to ensure that all relevant information is incorporated and integrated into research and analyses
- Consult on local data science efforts in conjunction with the local and Corporate data science team to pilot and lead learning on analytics and the connection to customer understanding
- Serve as the ICE team research expert through active participation, leading the customer understanding for the team through insight based presentations to the team and communication that guide decisions affecting strategic decisions and key marketing elements related to the IBP/ICP planning process
- Connect to global ICE team regularly to drive collaboration. Search and reapply when appropriate, locally design and implement when optimal, lead innovative work that can be reapplied globally
10
Responsibilities For Customer Insights Manager Resume
- Uncover/identify new and innovative techniques, methodologies, and suppliers that bring leading edge innovation to BI market research and the understanding of customers in the context of ICE. Lead dissemination of new techniques/suppliers across the department for broad application
- Strong ability to communicate and influence effectively with all levels of the organization (verbal, written and presentation skills)
- Demonstrated strong interpersonal, managerial and leadership abilities, specifically leadership across functions in an organization
- Demonstrated ability to provide thought leadership and proactively embrace innovation
- Hands on implementation of customer experience projects individually or in close partnership with other internal teams
- Evolve into a resource for Tesla’s customer touchpoints and training departments
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