Director, Customer & Market Insights ($137,400.00-$178,800.00)

Position Summary:

As the Director of Customer & Market Insights for ICRP, you will be instrumental in shaping the division’s understanding of customer behavior and market dynamics. Leveraging a wide range of internal and external data sources, you will be responsible for collecting, analyzing, and translating data into actionable insights to inform marketing strategy, merchandising, product development, and strategic planning, ultimately enhancing customer engagement, loyalty and overall business performance. This role requires a blend of research experience, analytical skills, strategic thinking and leadership capabilities to drive data-informed decision-making across the organization with particular focus on Marketing and Merchandizing.

Job Duties:

Customer Insights

●    Lead the development and execution of a robust customer insights strategy.
●    Oversee the collection, analysis and interpretation of customer data from various sources, including surveys, digital marketing platforms, customer feedback, and behavioral analytics.
●    Direct custom quantitative and qualitative customer research studies e.g., surveys, focus groups and observational studies to understand customer behaviors and preferences.
●    Translate customer insights into actionable strategies.
●    Champion the “voice of the customer” through strategic thinking and deliverables across all facets of the business.

Market Research
●    Direct market research activities to identify emerging trends, competitive landscapes, and opportunities for business growth.
●    Utilize market intelligence to guide product development, merchandising, marketing programs, and overall business strategy.

Data Analysis
●    Employ advanced analytics techniques to derive meaningful insights from customer and market data into customer behavior, preferences, and trends.
●    Collaborate with data analytics teams to create dashboards and reports that support decision-making processes.

Strategy Development
●    Collaborate with cross-functional teams to translate customer insights into actionable strategies and initiatives, ensuring a customer-centric approach across all functions.
●    Work closely with product development and marketing teams to align business strategies with customer needs and market trends, to enhance customer engagement, loyalty, and lifetime value.
●    Support strategic planning, future visioning, and value proposition efforts to create more relevant and resonant customer experiences.
●    Identify and assess attractive customer opportunities that are currently untapped; leverage customer research and insights effectively in order to identify new customer experiences, services, and products.  
●    Play a crucial role in informing and shaping the Customer Experience (CX) design process through the development of personas and the identification of pain points, preferences, and customer expectations, as well as collaborating with cross-functional teams to out customer journeys.

Location Analysis and Positioning
●    Identify potential target markets for the business based on demographics, psychographics, and behavioral factors. 
●    Utilize geographic information, evaluate potential locations for new merchants, re-development and/or re-investment. Assess factors such as population density, traffic patterns, proximity to competitors, local regulations, and infrastructure to determine the viability and attractiveness of each location.
●    Competitive analysis to understand the market landscape and identify gaps and opportunities for differentiation.

Minimum Qualifications / Other Expectations:

Qualifications:
●    Bachelor's degree in Marketing, Business, Analytics, Social Sciences or a related field; Master’s degree preferred.
●    8+ years of strategy, research and customer analytics experience in a branded consumer-facing business.
●    Strong knowledge of retail industry dynamics.
●    Experience delivering a Voice of Customer Program.
●    Proven experience in developing and executing customer-centric strategies.
●    Has led robust customer insight programs with the ability to generate new knowledge and approaches; established best in class customer research and understanding
●    Demonstrated thought leadership capability.
●    Leadership experience, including managing and developing teams.
Skills
●    Strong analytical skills: Ability to analyze complex data sets, interpret trends, and extract actionable insights.
●    Research expertise: Proficiency in qualitative and quantitative research methods, including surveys, focus groups, interviews, and data analysis.
●    Strategic thinking: Capability to translate insights into actionable strategies and recommendations that drive business growth and improve customer experience.
●    Leadership and team management: Experience leading and developing teams, managing projects, and collaborating cross-functionally with other departments.
●    Communication skills: Excellent written and verbal communication skills, including the ability to present research findings and recommendations to senior executives and stakeholders.
●    Problem-solving: Ability to identify challenges, develop innovative solutions, and adapt to changing market dynamics.
●    Technical proficiency: Familiarity with market research tools and software, statistical analysis software, and data visualization tool
Personal Attributes:
●    Curiosity and creativity: A natural curiosity about consumer behavior and market dynamics, coupled with the ability to think creatively to uncover insights.
●    Attention to detail: A meticulous approach to data analysis and research methodology, ensuring accuracy and reliability of findings.
●    Leadership and influence: Strong leadership skills with the ability to inspire and motivate teams, influence stakeholders, and drive change within the organization.
●    Adaptability: Flexibility to adapt to evolving business needs, market trends, and technological advancements in the field of market research and consumer insights.