Director, Customer Insights

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD's coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. Position Description: The Director, Customer Insights is responsible for the ad hoc and primary research that involves using qualitative and quantitative methods. This role will partner with teams across ATD to connect internal operations, sales, and financial data to insights that will create a detailed view of the customer. The Director, Customer Insights will communicate effectively and collaborate with teams such as the Merchandising team to use manufacturer data to gain tangible and intangible benefits from the insights that have been generated. Responsibilities: Responsible for ad hoc, primary research, using qualitative and quantitative methodologies. Develop the insights strategy and roadmap ensuring all areas of the company are represented and multiple types of research are being incorporated (segmentation, A&U, conjoint, competitive benchmarking, etc.). Manage custom/ad hoc research project process from start to finish, including scope design, development of research instruments, vendor management, project execution, and report preparation/presentation. Champion insights across all levels of the organization and identify opportunities based on trends/ results and collaborating with stakeholders to drive action and outcomes from the insights. Lead competitive benchmarking efforts through research practices and insights strategy to better gauge positioning in marketplace. Align with the Data Analytics team to connect internal operational, sales and financial data to insights that are generated to ensure a comprehensive view of the customer. Communicate the insights and closed-loop strategies across the organization, ensuring understanding and buy-in. Identify and help prioritize most important opportunities for action, in alignment with ATD business outcomes and goals. Design tools to help internal customers visualize data and apply insights on a routine cadence. Supervise the delivery of monthly reports and dashboards to ensure timelines stay on track and deadlines are met. Infuse best practices for insights generation and competitive information from third party sources (Forrester, Gartner, etc.) to help educate and inform internal stakeholders to understand insights findings. Manage ad hoc research platform and other related insights and research technology. Lead Voice of Manufacturer research efforts, including reporting, design, presentation, and communication of insights to merchandising stakeholders, external vendor partners, and senior leadership. Guide the Customer Insights Manager - VOM in report creation and deep-dive analysis. Partner with Merchandising team to use manufacturer data to leverage data to get tangible and intangible benefits from insights generated. Strategic Projects- Lead efforts to support validation, testing, concept design and prioritization of strategy projects Direct the expansion and automation of monthly CX reporting via PowerBI for greater efficiency and quicker turnaround times. Conceptualize and build an annual, comprehensive report of the ATD customer base, "State of the Customer" to foster deeper customer understanding. Report to serve as a key artifact produced by the Customer Insights team. Establish a regular-cadence Customer Insights newsletter to highlight and share notable learnings gathered from recent primary CX research Partner with Communications, Marketing, Sales Strategy teams to support curation of shared insights via bespoke report design (i.e., seller Talking Points, internal and external newsletters) Deliver expanded Voice of the Employee insights and artifacts to support various Sales, Supply Chain, and Procurement initiatives and opportunities. Economic Research: Manage a significant portion of the organization's economic research program. This involves being responsible for development delivery or both Customer Needs/Experience Research: Lead the design and execution of approaches, tools, procedures, and initiatives (e.g., voice of the customer) that enable insight into customer segments, trends, needs, and expectations Marketing Impact Assessment: Define appropriate metrics, assess activities, and recommend improvements based on metrics and analyses What you Bring to the Table Minimum 10+years in a Customer Insights, Customer Experience, Market Research role, including at least 4 years in hands-on customer insights and/or analytics work Minimum 8+ years working with research/survey software (e.g., Medallia, Qualtrics, Clarabridge, InMoment, etc.) Minimum 6+ years proven experience coaching others and operating as a team leader to drive business impact B2B experience in the automotive and/or distribution industries Experience working with a sales-focused culture Ability to turn data into digestible insights, engaging audiences beyond facts and numbers Application of advanced market research techniques (e.g., A/B testing, conjoint analysis, segmentation, root cause analysis, brand equity tracking, etc.) Familiarity with customer journey/empathy mapping Comfort with change, and are an energetic self-starter Manages Complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems Strategic Mindset: Sees ahead to future possibilities and translates them into breakthrough strategies Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences About ATD: American Tire Distributors is one of the largest independent suppliers of tires to the replacement tire market. We operate more than 115 distribution centers serving approximately 80,000 customers across the U.S. ATD offers an unsurpassed breadth and depth of inventory, frequent delivery and value-added services to tire and automotive service customers. We employ approximately 4,500 associates across our distribution center network. ATD is more than a tire distributor; our purpose is to help our customers thrive and drive into the future. We build relationships with our customers and partners with the common goal of improving our industry, communities, and the global environment. Our goal is to enable smarter, sustainable, and agile ways of doing business that drive results. In 2022, ATD was recognized as one of Forbes' 2022 America's Best Midsize Employers and a Most Loved Workplace by Newsweek. ATD Career Page Build a challenging and rewarding career with us! American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace To review our Privacy Policy, click here.

Created: 2024-10-19