Director, Client Insights
3 weeks ago
Director, Client Insight helps clients remain competitive by uncovering actionable insights for Executive teams to improve the experience and change the business. They are knowledgeable about the CX space, with in-depth experience consuming and interpreting large data sets. They are experts at crafting and delivering insights to executive audiences, and they have a strong ability to persuade and inspire action. Director, Client Insights are the clients’ trusted advisors, they build a strong relationship with senior contacts, provide strategic guidance, and consult on business initiatives.
Why work at SMG?
SMG is a leading experience management (XM) provider, serving restaurants, retailers, and other location-centric consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history, SMG is uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies.
We offer our talent -
- Work hard, have fun environment - We work hard to deliver a fulfilling, exciting workplace environment for each SMG employee. Our teams are composed of smart, talented, curious people who love a good challenge.
- Ample opportunities to learn and grow.
- Fully Remote Fulltime position
- Unlimited PTO
- Diverse, experienced, friendly team which will welcome you, support you and challenge you.
- We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.
- Ensures customer retention and service-tier upsell by giving the clients the motivation to move up.
- Becomes an expert in the client’s industries through leading industry research and cross-client analysis.
- Designs and implements organizational insights roadmap through consulting on recommended business changes and annual insight plans.
- Partners with research analysts to harvest complex datasets into specific insights based on relevant business questions, targeted to the client story being presented.
- Develops the insights story in a way that moves clients to action with plans to execute the recommendations.
- Creates high quality, polished consulting-style presentations decks by editing the presentations provided by analysts.
- Delivers live presentations of the insight stories to senior leaders in a compelling and comprehensive manner.
- Leads and mentors junior team members to create comprehensive analysis plans, craft meaningful, actionable insights and find key story points with minimum waste.
- Drives team accountability to ensure deliverables meet and exceed client expectations.
- Influences SMG product and technology strategies through feedback from clients or identified XM reporting and insight trends.
- Produces annual insights plans aligning the client’s strategy to the contracted deliverables.
- Bachelor’s degree in business, business management or similar
- Strong knowledge of the customer and employee experience space and industry vertical experience.
- 10+ years of relevant business experience
- Expert at developing and presenting insights for executive audiences.
- Outstanding presentation delivery skills and charisma
- Critical thinking and ability to find important, customer-specific insights in a larger set of abstract data.
- Experience of leading and developing a team
SMG is a leading experience management (XM) provider, accelerating revenue for restaurants, retailers, and other location-centric consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history rooted in The Service Profit Chain, SMG is the industry’s only software with a service (SwaS) provider—uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies. To learn more about our customer, employee, and brand experience management (XM) solutions, visit www.smg.com.
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