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KM
Kelly Mitchell
Customer Insights Analyst
Career Insights for Customer Experience Manager
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Based on Texas data
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What they do
A Customer Experience Manager manages processes used by a company to track customer interactions, improve customer service and build customer loyalty. Reviews sales and marketing interactions with customers. Gathers and analyzes customer feedback and designs practices to improve customer experience.
$59,344 / year median in Texas
+9% projected growth
Job Description
Job Summary Our client, a leading retail services provider, is seeking a Consumer Insights Analyst to provide high-quality performance analysis of different sales strategies deployed in various stores like promotional offers, new item launches, etc. This position is W-2 only. We do not work with third-party firms or C2C arrangements for this role Core Responsibilities Work closely with internal Merchant teams and external Vendors Participate in regular touch base meetings with their respective end users and internal team meetings Provide high-quality analysis with actionable insights and recommendation based on the ask. Engaged professional to deliver Retail Shopper product support needs, and overall adoption best practices into assigned User groups within assigned User Teams, including Customer Insight Reports, Assortment and Price/Promo tools and other modules Provides guidance and case studies to assigned user groups that demonstrate real, high-value insights that they should present to assigned User groups Partners with assigned user groups to act as the voice of the customer to help drive customer-centric sales and marketing strategies for Suppliers products, including coaching assigned User Teams Delivers internal customer success processes, including customer onboarding, training, and ongoing support strategies Deliver ad hoc project analytics and presentations, as needed, to support complex external user needs and selected external Suppliers commercial projects Help define metrics for measuring Retail Shopper program impact, customer satisfaction, product usage, and assigned user groups growth / productivity Conducts and reports on, user group evaluations and feedback Communicate effectively with other users and team mates to drive adoption and success Required Skills/Experience (Must-Haves) 3+ years of retail industry experience with strong analytical skills Retail industry experience with strong analytical skills Experience with Circana Leverage Circana (IRI) or Nielsen syndicated platforms to extract and evaluate point-of-sale (POS), loyalty card, and shopper panel datasets, identifying high-value behavioral trends Conduct performance analysis on retail sales strategies, evaluating promotional offers, assortment adjustments, and new item launches to deliver actionable insights on basket upsells and customer retention Partnered with internal merchant teams and external vendors to drive data platform adoption, delivering targeted user onboarding, platform training sessions, and customized case studies to optimize business decision-making Preferred Skills/Experience (Nice-to-Haves) Experience working with syndicated data Experience with Circana (IRI), Nielson, Kantar, etc. Experience delivering customer onboarding, user training, and customer success programs for analytics or SaaS platforms Advanced proficiency in Excel and data visualization tools (e.g., Power BI, Tableau) for reporting, analysis, and storytelling Experience developing and presenting customer insights, business reviews, and executive-level recommendations to internal and external stakeholders