Customer Research Manager - eCommerce/Marketplace

- Understand the problems / issues and offer them research solutions.

Managing the design and execution of primary and secondary research, internal business analysis, and market and competitor analyses to successfully guide and influence sales and marketing decision.

Ability to effectively communicate and present data, and other research-related findings.

- 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.

- 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.

- 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 and build experience and delight measures

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

- Knowledge of Start Up, SMBs, SMEs, MSMEs is a plus

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

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