Customer Research Manager

The objective of this role-

1. Collaborate with marketing and business teams to plan and scope various market and customer research by selecting the appropriate research methodology and supporting techniques to meet a defined business objective

2. Work closely with Market research agencies ensuring the successful execution of the required research. Upon completion, the customer research manager reviews the collected data, analyzes reports, and makes business-oriented recommendations to the internal stakeholders/ business teams.

3. Create a research framework and guidelines for the organization, conduct various in-house and external research to ensure the right targeting and delightful customer experience.

4. Devise and evaluate methods for collecting data, such as surveys, focus groups, questionnaires, and opinion polls.

Key responsibilities

1. Acts as a research expert to internal Businesses and Marketing organizations. Plan, scope, and support market/customer research studies- shape research design, research plans, develop questionnaires, discussion guides, etc.

2. Deliver end-to-end customer/market research studies that have been prioritized across multiple business areas, including study design, fieldwork (qualitative/quantitative research and survey execution), analysis, recommendations, reporting, and presentation of results to senior management.

3. Proven ability to maintain strong working relationships with market research vendors and leverage their expertise to deliver best in class research programs

4. Provides meaningful and actionable insights from research to drive business objectives and support decision making

5. Adds value to the insights by synthesizing secondary information/behavioral data of existing customers with survey data as needed

6. Identify ways to improve the customer experience at various stages of the customer journey: pre-purchase and post-purchase through various surveys, and work with product, sales, and service teams to improve satisfaction scores (NPS) and build experience and delight measures

7. Develop and execute analytical plans on large datasets representing the customer

8. Use diverse analytical methods (descriptive, diagnostic, and predictive) to find actionable insights

9. Extensive experience working on analytical tools like SPSS and R.

10. Handle primary and secondary market research and gather, analyze and disseminate information.

11. Must possess customer obsession, strong project management, and analytical skills, as well as a track record of delivering projects in complex and ambiguous environments.

Previous experience with e-commerce/B2B platform/SAAS will be a plus

The candidate should be proficient in market research methodologies and analytical tools Advance Excel, SPSS, and R.