Manager, Voice of the Customer

Summary

Join Constant Contact as a dynamic Voice of the Customer (VoC) Program leader to develop and implement a strategic framework, robust capabilities, and key metrics for a comprehensive VoC program. You will aggregate customer data and feedback from various sources, identify opportunities, and deliver impactful insights to enhance customer engagement and lifetime value. Responsibilities include creating and managing a world-class VoC program, leading data collection and analysis, producing executive-ready reports, designing innovative solutions for positive customer experiences, integrating emerging technologies like AI, overseeing the customer feedback management system, and managing junior staff. A Bachelor's degree and 9+ years of experience in a related analytical role with a strong focus on VoC programs are required, along with 4+ years of experience developing junior staff. The ideal candidate is an experienced storyteller with proven abilities in strategic framework development, data aggregation and analysis, and producing actionable reports. Constant Contact offers a competitive compensation package, including health and welfare benefits, paid leave, and a hybrid work model.

Requirements

• A Bachelor's degree is required
• 9+ years of experience in Voice of Customer, Customer Insights, or a related analytical role with a strong focus on Voice of Customer (VoC) programs
• 4+ years of experience functioning as a player-coach, developing junior staff while also running their own projects
• Experienced storyteller that is able to be both granular when necessary as well as take a macro and strategic approach to customer voice and sentiment
• Proven ability to develop and implement strategic frameworks for comprehensive VoC programs, including robust capabilities and key metrics
• Demonstrated expertise in aggregating and analyzing diverse customer data and feedback (both qualitative and quantitative) from multiple sources
• Experience in producing executive-ready reports that translate complex data into actionable recommendations and measurable outcomes

Responsibilities

• Create and manage a world-class Voice of the Customer (VOC) program, providing key insights and strategic recommendations to executive leadership to drive product innovation and improve customer satisfaction
• Lead the collection and analysis of diverse customer feedback , encompassing both qualitative and quantitative data, to interpret customer sentiment, identify key themes, and surface actionable insights that reflect a holistic view of Constant Contact's customer perceptions
• Produce clear, compelling, and executive-ready reports that translate complex data into practical recommendations and measurable actions
• Design and advocate for innovative solutions aimed at delivering a consistently positive customer experience, empowering teams and partners with precise, actionable insights to cultivate groundbreaking customer interactions
• Pioneer the integration of emerging technologies, especially Artificial Intelligence (AI) , to scale our VoC initiatives, enhance predictive analytics, and automate insight generation
• Oversee the successful deployment and continuous optimization of our customer feedback management system , converting vast customer interactions into vital customer intelligence. This intelligence will significantly accelerate Constant Contact's ability to refine the customer experience and achieve greater operational efficiencies, ultimately ensuring expected financial benefits from these engagements
• Manage and develop junior staff eager to learn and grow, contributing to a culture of continuous improvement and professional development

Benefits

• Health and welfare benefits including paid leave
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
• At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues
• You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities