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Senior Manager, Customer Research

Quincy, MA

Overview :

The Senior Manager Customer Research leads primary and secondary customer and market research to provide in-depth understanding of the market, customer and competitors. Partners closely with the in-house Customer Analytics team to develop a holistic view of our customer segments; as well as collaborate with Marketing, CRM, Creative, Merchants and various other internal partners. Most importantly, will help to serve as the voice of the customer. Understanding the needs of our existing and potential customers is core to what we do.  The Senior Manager Customer Research will play a key role in infusing the voice of the customer across our business to help J.Jill make more customer-centric decisions.


Responsibilities :
  • This role is expected to integrate market/brand performance data, consumer research and analytics to help the organization make smarter, more informed decisions. Central to the role is developing a voice of the customer monitoring and reporting program. In addition, the role is responsible for leading qualitative and quantitative research such-as NPS, competitive scans, brand and new market/product research
  • Evangelizes the voice of the customer to the business and help to develop a program to support the business in making more customer centric decisions
  • Manages core and custom strategic customer research agenda for organization including oversight and co-development of strategy for competitive intelligence function, market research, custom research, survey development, voice of the customer and vendors that provide that knowledge
  • Partners with senior management and organizational leadership to ensure the voice of the customer is central to key strategic and ongoing initiatives
  • Directs, executes and drives quantitative and qualitative analytics projects end to end – from requirements gathering, research methodology, survey design and project management, to execution and delivery
  • Designs primary research projects focused on topics such as customer segmentation, customer experience, pricing, product development, brand strategy and go-to-market events, writes and reviews surveys, and develops insights from the research to provide practical, valuable and actionable answers
  • Packages and presents research, insights and recommendations to stakeholders effectively, adjusting approach as needed to account for diverse cross-functional partners
  • Keeps abreast of new and current market and customer research techniques
  • Develops relationships with external research vendors and interact with as needed


Qualifications :

  • Experienced with qualitative and quantitative research methods
  • Experience driving primary research plans from start (design) to finish (sharing insights) utilizing internal resources as well as vendor partners
  • Knowledge and familiarity of secondary research marketing intelligence sources (e.g., Gartner, Forrester, Ypulse)
  • Knowledge and familiarity of survey tools (e.g., InMoment, Survey Monkey)
  • Experience with storytelling by uncovering insightful narrative from quantitative and qualitative data
  • A great listener who likes to personally interact with customers, ask questions, be intellectually curious and share observations
  • Tech savvy and rolls up sleeves to own and drive a process from start to finish
  • Highly analytical with exceptional communication and critical thinking skills
  • Acute attention to detail
  • Ability to work effectively with all levels of the organization
  • Excellent presentation skills
  • Proficiency in gathering data, synthesizing observations and developing engaging presentations
  • Proficiency with visualization tools (especially Tableau) a plus
  • Proficiency in MS Excel required
  • Knowledge of data management, business intelligent research tools
  • B.S. or M.S. degree in related disciplines
  • 8+ years experience in Direct Marketing/Multi Channel Industry required
  • Experience developing of research/data analysis plans
  • Experience in identifying and telling insights-driven narratives to cross-functional and senior-level executives
  • Experience in retail industry, especially apparel or fashion, a plus

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  • CRM & Customer Analytics, Quincy, Massachusetts, United StatesRemove