Senior Manager, Voice of Customer (VOC) Strategy

Primary Function:

Reporting to Sr. Dir. Corporate Strategy, the Sr. Manager VOC Strategy will be a proactive, strategic thought leader, leading the strategy, launch and execution of flexible and agile Voice of Customer Programs that serve as early warning signals and help identify opportunities for the business.

The Sr. Manager VOC Strategy will be instrumental in establishing communication channels that provide deep insights about customer journeys, loyalty, and drivers of business results.

Leading the Customer Programs team, this individual will work closely with Sr. Director Corporate Strategy, Sr. Mgrs. Corporate Strategy and business leaders across the organization to bring the voice of the customer into strategy creation and operational execution

Principle Duty:

• Oversee and lead a comprehensive VoC strategy that creates strong communication channels between customers and Grainger for customer experience and value proposition
• Develop an integrated, actionable customer listening program across all Grainger channels
• Deliver rigorous analyses of customer feedback, journeys and pain points using leading methodologies
• Synthesize various sources of information, develop compelling insights, and deliver story-driven reports/presentations with strategies and recommendations on which stakeholders can act
• Educate through customer stories, building internal empathy and understanding.
• Effectively measure the impact of increases in customer advocacy on business and operational KPIs.
• Collaborate and work cross-functionally with various business functions and Strategic Initiatives leaders to deliver insights that improve customer loyalty and retention, and other core KPIs.
• Identify customer insights and key drivers of negative and positive customer experience based on analysis of surveys and other feedback sources.
• Prepare reporting and presentation for different levels of management sharing insight and recommendations
• Determine appropriate cadence and forums for sharing VoC results with leadership team to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for improvements
• Responsible for leading, directing and developing a high performing team with strategic outlook

Position Requirements:

• Bachelor’s Degree required
• Master’s Degree or MBA from top-tier school strongly preferred
• 5 or more years of progressive responsibility for Voice of Customer program methodologies in the B2B or B2C space, with demonstratable ties to organizational profitability and growth
• Experience with different VoC tools and methods; extensive experience within the customer journey processes
• Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis is required
• Experience in articulating a customer story, informed by data and analytics
• Excellent communication, presentation, interpersonal and analytical skills.
• Ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization.
• Ability to manage ambiguity, work autonomously, and multi-task in an agile environment
• Curious thinker and learner with a strong growth mindset
• Entrepreneurial spirit to identify issues and drive to resolution
• Self-motivated, independent, driven performer, with excellent team skills
• Excellent PowerPoint skills