Manager, Customer Insights

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Now hiring: Manager, Consumer Insights and Research (Remote)

Join Mattress Firm – America’s most trusted authority on sleep and be part of our noble purpose to help people sleep well to live well. In addition to on-the-job training and career growth opportunities, we offer an extensive range of benefits designed to support you, your family, and your future.

The person in the (Job Title) role will be responsible for delivering actionable insights that drive business improvements and strategies critical to improving the customer experience across their journey. This position partners with teams across the business at both the store and corporate levels to drive the business with quantitative and qualitative analytics, insights, and recommendations. The role works with cross-functional teams, consults with internal business stakeholders, and is dedicated to a data-driven culture. The Consumer Insights and Research Manager uses analytical and storytelling skills to surface meaningful insights in a compelling, proactive, and relevant way to drive innovation and business outcomes.

Essential Responsibilities

• Work on a team focused on research and customer insights that supports the full OMNI portfolio (eCommerce and Stores).
• Design, execute, and deliver customer research to uncover consumer needs and solutions that will guide Design Thinking led solutions.
  • Conduct quantitative research and analyses (survey design, programming, analysis, and reporting) resulting in actionable recommendations.
  • Conduct qualitative research and analyses (e.g., discussion guide design, synthesizing open ended responses into themes) resulting in actionable recommendations.
• Be an expert in data analysis, visualization, reporting, and storytelling to turn customer feedback and other operational data into actionable insights to improve customer experience.
• Take initiative in discovering and curating consumer and category trends into strategic implications and creative inspiration, designed to push traditional thinking.
• Conduct regular consumer and trend immersions through the development of research briefs, collaborating with partners on inventive and inspiring experiences, and ensuring those learnings are driving workstreams.
• Enhance the CI process to deliver timely, accurate, and actionable analytics, insights, and recommendations.
• Collaborate with Data and Analytics team and other key functions to create a holistic view of the customer that informs priorities, journey mapping, and brand health.
• Serve as a key member of the Customer Insights team, advising business partners on best research methods given business goals.
• Maintain a strong pulse on market trends, competition, and customer feedback.
• Speak up and defend the consumer POV while successfully building productive working relationships with colleagues.
• Complete all required training modules and certifications prior to the due date.
• Ensure all safety policies and procedures are followed to ensure a safe work environment for all.
• Communicate professionally with all internal and external contacts.
• Follow all Company policies and execute Company standards on appearance and functionality as well as appropriate brand representation.
• Communicate any concerns or issues to leadership to ensure proper efficiency of department and company operations.

Non-Essential Responsibilities

• Execute company initiatives and other activities requested by supervisor.
• Update job knowledge by participating in educational opportunities.
• Contribute ideas on ways to optimize or improve the team, the department, and the Company.
• Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; explore opportunities to add value to job accomplishments.

Education

• Bachelor's Degree in relevant field preferred
• Master's Degree preferred

Professional Experience

• 4+ Years customer insights/analytics experience, preferably on B2C brands
• Experience using data and research to drive decisions.
• Having experience working at both client-side and agency is a plus

Skills List

• Takes initiative in driving results
• Ability to influence others
• Knowledge of how set-up consumer surveys, identifying the best research type and partner for varying business needs, and how to analyze raw data to develop a comprehensive report
• Strong communication skills, both oral and written, with the ability to create effective presentations
• Skilled in working in navigating a matrixed org
• Able to manage change and assist with process improvements.
• Advanced analytical skills with statistical or VBA development skills.
• Ability to leverage business acumen to identify new business and marketing opportunities.
• Ability to thrive in a fast-paced, deadline-driven environment
• Takes initiative in driving results and to influence others
• Maintains a high level of passion for achieving results

Competencies

Knowledge

• Microsoft Office Suite (Excel, Word, PowerPoint)
• Microsoft 365

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Pay Range:

$100,000-110,000 per year

Now don’t fall asleep out there… the sooner that we receive your application, the closer you are to the career of your dreams!

DIVERSE CANDIDATES ARE ENCOURAGED TO APPLY

Mattress Firm is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any applicant or employee for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Mattress Firm is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

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