Customer Insights Manager

Twitter

Company Description

The Market Insights & Analytics team seeks to understand and improve the value of Twitter for both advertisers and users. As a customer-centric organization, we explore how people think, feel, and behave on Twitter, and examine what that means for our business marketing partners and advertising clients. We are a high-performance function leveraging the best of established quantitative and qualitative research techniques as well as advanced analytics, social listening, campaign measurement and marketing science in our work. The Customer Insights Manager will join a growing team of researchers focused on leveraging the voice of the customer to advocate for business and brand health.

Job Description

What You’ll Do

The Customer Insights Manager will be responsible for managing Twitter’s suite of custom primary and syndicated research targeted at understanding advertiser perceptions and measuring customer experiences. You will quantify, monitor and suggest improvements to advertiser satisfaction and Net Promoter Score (NPS) via longitudinal brand tracking surveys, understand perceptions of brand safety for advertisers and the resonance of Twitter’s business marketing messages and activities. You’ll have the opportunity to work with the leading B2B research firms in the industry as well as support the longer-term goal of implementing an internal NPS measurement program across service channels. This role will manage 1-2 direct reports and is global in scope, supporting the North America, EMEA, LATAM and APAC markets.

Who You Are

You are an experienced marketing research or customer experience manager with demonstrated expertise in architecting, implementing and leading longitudinal brand tracking surveys and/or customer experience measurement programs, including customer satisfaction (CSAT), Net Promoter Score (NPS) and loyalty research. Experience researching B2B audiences, such as business marketers or advertisers, is desired. You have a strong understanding of research methods across qualitative, quantitative and data analytics. You have the professional curiosity to ask incisive questions, craft rigorous research plans and instruments, lead focused analyses, and influence stakeholders with compelling research reports and presentations. You are passionate about understanding the factors that drive buying intention and recommendation and are experienced in leveraging the voice of the customer to advocate for business health.

Responsibilities

  • Manage Twitter’s customer experience measurement program and drive the ongoing management of all NPS / CSAT metrics, feedback collection and research
  • Identify and recommend the business improvements needed to achieve and maintain an industry-leading experience for advertising partners
  • Achieve a deep understanding of customer perceptions and sentiment across their journey, delivering insights, reporting and strategic analyses that help executive leadership and their teams prioritize NPS-enhancing initiatives
  • Manage third-party data collection, research and measurement vendors
  • Supplement data collection with secondary research, social listening and internal data where appropriate to provide holistic perspectives and insights synthesis
  • Persuade cross functional teams to take action on insights through effective communication and collaboration
  • Collaborate with a thriving team of researchers and analysts with diverse backgrounds and skill sets to influence some of the biggest decisions at the company
  • Manage 1-2 direct reports tasked with supporting customer insights initiatives

Qualifications

  • 6-8 years’ experience in brand tracking research, CX measurement/research, CX program management, B2B research or enterprise customer insights
  • Experience with NPS measurement programs
  • Skilled at data collection and research methods including questionnaire design, survey programming and analysis
  • Ability to translate complex business questions into efficient and focused inquiries
  • Strong project management skills, including the ability to oversee third-party vendors and conduct hands-on research
  • Outstanding communication and presentation skills
  • Prior experience managing employees desirable
  • Experience working at a consumer technology company, advertising publisher, or ad tech company highly desirable
  • Advanced degree desired; minimum of Bachelor’s degree with an emphasis in business, marketing science, social science, advertising/media or a related field preferred
  • Foreign language fluency is desirable, particularly Japanese, Chinese and/or Portuguese

To apply for this job email your details to hello@cturtle.co

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