Sr Manager, Customer Insights

2 weeks ago

Spartanburg, United States Milliken and Company Full time

COMPANY OVERVIEW

Milliken & Company is a global manufacturing leader whose focus on materials science delivers tomorrow’s breakthroughs today. From industry-leading molecules to sustainable innovations, Milliken creates products that enhance people’s lives and deliver solutions for its customers and communities. Drawing on thousands of patents and a portfolio with applications across the textile, flooring, chemical and healthcare businesses, the company harnesses a shared sense of integrity and excellence to positively impact the world for generations. Discover more about Milliken’s curious minds and inspired solutions at milliken.com and on Facebook, Instagram, LinkedIn and Twitter.

 

POSITION TITLE

Senior Manager, Customer Insights & Marketing Analytics

 

POSITION OVERVIEW

As a key member of the Customer Experience team, you will be the Voice of the Customer, gathering customer insights and sharing customer feedback and trends across the organization. This role is critical in shaping the company's enterprise and division strategies to better meet customer needs and identify growth opportunities. You will help with maturing and implementing a strategic framework for how we will gather, disseminate, and action against insights across the organization to enhance customer understanding, make informed decisions, and ultimately grow the dynamic businesses within our organization. These insights will be a key component of business cases for digital investment, process improvement, marketing investment, new product development, and other strategic initiatives. You will be a change agent, leveraging data and insights to collaborate with colleagues globally.

 

This position is based out of our corporate headquarters in Spartanburg, SC and offers a flexible mix of in-office and remote.  It reports into the Vice President, Marketing Strategy and Operations and is part of the Milliken Marketing Services team.  This role has significant influence in the organization and partners with a larger team of marketing, sales, and customer service associates to support key enterprise initiatives.

 

JOB RESPONSIBILITIES

VoC Market Research

•          Enhance Milliken’s qualitative and quantitative research toolkit to enable business leaders to garner insights that support internal decision making.

•          Lead the quarterly Customer Experience Survey utilizing Qualtrics XM to understand and educate the organization on how Milliken performs (NPS/CSAT) relative to industry benchmarks.  Help action against key driver opportunity areas.

•          Explore emerging technologies and best practices to implement innovative research methodologies uncovering customer behavior and preferences (beyond surveys, journey maps etc.)

 

Strategic Planning 

•          Develop and document a repeatable Customer Insights process framework that is consistent across the organization.

•          Develop and implement a comprehensive strategy for sharing customer insights across all levels of the organization, fostering a culture of customer centric decision making.

•          Work with each of the divisions to create a cohesive view of our current and prospective customers including needs/wants, perceptions, customer journey maps, segmentation, and personas.  

 

Customer Insights Analysis

•          Uncover actionable insights utilizing CX Survey, Customer Journey Maps, and other VoC to improve Customer experience and enable enterprise strategies that would help establish Milliken as customer's first choice.

•          Develop and present actionable recommendations to stakeholders based on data driven insights.

•          Build and enhance customer personas to help associates better understand their pain points and opportunities.

•          Utilize a deep understanding of business processes to identify areas of improvement and optimization.

•          Mature existing Customer Experience KPI dashboard and share analysis with the organization to improve the customer experience.

 

Marketing Analytics

•          Enhance the process in which we track and analyze data to enable us to improve our customer experiences, increase the return on investment (ROI) of marketing efforts, and craft future marketing strategies.

•          Evaluate demand generation performance against benchmarked goals to drive top of funnel activity and determine marketing attribution.

•          Define, track, and report monthly on KPI metrics to measure performance against goals and enable the marketing team to be data-driven in their planning and decision making.

•          Hire and onboard a marketing analytics specialist to enhance KPI dashboards (in Power BI, SAP AC, and CRMA) and conduct strategic or ad hoc analysis.

 

Stakeholder Collaboration

•          Be a customer advocate and liaison between customers and internal teams.

•          Collaborate with various functions and divisions (Marketing, Operations, Sales, Customer Service, Supply Chain, etc.) to ensure seamless integration of customer insights into decision making process.

•          Collaborate with external partners and leverage third party information to ensure maximum value creation for the organization.

•          Assist with internal focus groups, surveys and projects as needed.

 

QUALIFICATIONS – REQUIRED

•          Customer insights subject matter expert with 5+ years of hands-on experience and comprehensive knowledge of market research, customer experience, and analytics tools.

•          Bachelor's Degree required; B2B experience a plus but not required.

•          Demonstrated business leadership and experience working in a matrix organization.

•          Comprehensive understanding of customer experience and insights tools (e.g., Qualtrics, Survey Monkey), marketing/CX metrics, digital engagement channels (e.g., HubSpot), and dashboards (e.g., Power BI, CRMA, SAP AC, GA4).

•          Strong analytical and critical thinking skills with the ability to turn data into actionable insights.

•          Strong understanding of various business functions and processes to decipher customer feedback, help develop action plans and align customer insights with organization goals.

•          Excellent verbal and written communication skills, with emphasis on PowerPoint and data visualization; Ability to clearly and succinctly ‘tell a story’ by synthesizing insights and communicating them effectively in senior management meetings.

•          Highly strategic thinker with the ability to quickly establish credibility across all levels of the organization, impact decisions through formal and informal influence, and create alignment between teams.

•          Able to quickly establish credibility across all levels of the organization, impact decisions through formal and informal influence, and create alignment between teams.

•          Client orientation with a natural disposition towards collaboration.

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