Customer experience manager Jobs in Garland, TX

Customer Insights Manager

Hybrid position working from the Legacy Support Center located in Plano Texas

About Sally Beauty Holdings, Inc.

At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon quality products at a value price. Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.

About the role

The Customer Insights Manager will design, implement, and analyze enterprise wide primary and secondary research efforts in support of brand, marketing, loyalty programs, ecommerce, product development, merchandising, operations, and customer service. The Manager will be responsible for day-to-day research responsibilities, analyze data, and develop insights and recommendations to drive insights which increase understanding of customer experience, customer journey, customer satisfaction drivers, and brand perceptions/positioning - all leading to better business decisions. The Manager will also assist Customer Marketing and other cross-functional leadership in the strategic direction of the Customer Research & Insights team. The Manager will be responsible for synthesizing research findings and multiple data streams into strategic recommendations and compelling narratives for cross-functional stakeholders and leadership. This role will support research budgeting, timeline management, and resource allocation to maximize ROI and project efficiency.

Responsibilities

• Translate Marketing, Ecommerce, Loyalty, Product Development, Store Operations, Merchandising, and other groups' business needs and questions into research design
• Work with research partners to develop project designs, timelines, budgets, and ensure they stay on-time, under budget, and meet key objectives and deliverables (reporting). Manage projects independently with guidance and input from CRI leadership
• Ability to leverage syndicated data.
• Perform analyses of raw data, develop initial reports and presentations, work with manager and partners to create actionable insights and recommendations
• Present findings and implications to senior leadership. Ability to triangulate multiple datasets into a clear story with recommendation
• Maintain project files and documentation

Knowledge, skills & abilities requirements

• 5+ years' experience in retail, agency, CPG/FMCG, research, or marketing OR advanced degree in Marketing, Psychology, or Marketing Research
• Bachelor's degree in business administration, marketing, statistics, engineering, applied math, economics, research, sociology, psychology, communications
• Experience designing and executing primary research, including vendor management to ensure key objectives are met
• Demonstrated experience and proficiency utilizing syndicated data platforms, including Circana/Nielsen POS, panel, and shopper datasets
• Experience integrating multiple data sources (e.g., retailer data, POS, panel, syndicated, custom research) into actionable insights
• Proven ability to handle complex, simultaneous projects without compromising quality
• Highly effective written and verbal communicator, experienced in presenting to stakeholders and leadership team

Competencies & attributes

• Must be intellectually curious, enjoy problem-solving or puzzles, methodical, and creative
• Good analytical, communication, project management, and organization skills
• Team player ability to support multiple projects

Working conditions & physical requirements

The work may require some physical exertion such as long periods of standing; walking; recurring bending, crouching, stretching, reaching, or similar activities; recurring lifting of moderately heavy items such as record boxes. The work may require specific, but common, physical characteristics and abilities such as above-average agility and dexterity.

The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lighted, heated, and ventilated.

Benefits

We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match. In addition, associates of SBH may take advantage of our in-house salon with complementary services and a varied selection of food options at our corporate campus. Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount!