Customer Insights Manager

THE STORY

When we started in 2012, we set out to reinvent men's basics — with underwear and socks as our starting point. Today, we are a full-fledged menswear brand that powers radically-efficient wardrobing. Rooted in smart design and performance fabrics, our products are engineered to work together through our pioneering “Daily Wear System”. 

As we continue to expand our product offering and distribution beyond e-commerce, we are looking for passionate, proactive, strategic, and creative problem-solvers to join our rapidly growing team. If that sounds like you… keep reading.

THE ROLE

Mack Weldon is looking for our first Customer Insights Manager to be the voice of the Mack Weldon customer.  We have a loyal and vocal customer base waiting for you to harness their insights.  Our ideal candidate is a data-driven storyteller who is skilled in merging quantitative and qualitative data into actionable insights and recommendations.

WHAT YOU’LL DO

• Represent the voice of the consumer at Mack Weldon by bringing customer insights to life through data and exceptional storytelling
• Translate business needs into an ongoing insights roadmap; design and independently execute a plan comprised of DIY primary market research and syndicated analyses that deliver timely results to inform category decisions
• Partner with our marketing team to ensure brand communications and marketing efforts are rooted in robust and actionable consumer insights 
• Partner with our marketing team to measure brand awareness and key brand metrics through recurring surveying and reporting
• Develop a robust understanding of the category Mack Weldon operates in, becoming an expert in the fast-paced apparel/retail/DTC landscape
• Build out personas against current customer segmentation and drive alignment across the company on which segments to focus on and how to best serve them
• Deepen our understanding of the Mack Weldon customer and their omni-channel purchase journey, loyalty drivers, and barriers
• Work closely with our design & merchandising team on our product development, wear testing, and customer surveying efforts to help define our product roadmap across categories, styles, and colors
• Partner with our Customer Service team on social listening and sentiment to understand key customer friction points and feedback; identify customer experience pain points by analyzing customer support and review data to improve the overall consumer experience
• Conduct comprehensive market research (focus groups, consumer testing, pricing research, marketing messaging, etc.) to direct ongoing product and marketing efforts

WHO YOU ARE

• 5+ years of experience in consumer insights or market research, ideally with an apparel/retail brand with DTC experience as a plus
• Bachelor's degree in a related field
• Skilled data storyteller who is comfortable analyzing and weaving together disparate information from primary research, syndicated data, and publicly available sources into a holistic story with strong recommendations 
• You are unwaveringly objective and represent the voice of the customer regardless of whether they say something counter to the initial hypothesis or prior history
• Broad research experience across qualitative and quantitative methods such as market segmentation, brand tracking, wear testing, market sizing, pricing, and NPS
• You are curious by nature and insist on going beyond the surface level to uncover true insights by asking that 2nd, 3rd, or 4th question
• You champion a “consumer first” mindset that strengthens our understanding of the category, consumers, and the omni-channel customer journey
• Broad research experience across qualitative and quantitative methods (e.g. market segmentation, brand tracking, survey design, packaging research, concept testing, market sizing, pricing, NPS/customer satisfaction, syndicated data analysis, etc.)
• Excellent interpersonal skills who can interact with all personality types
• Strong Excel and PowerPoint skills with proficiency in statistical tools
• Highly collaborative and able to quickly establish credibility within the team to impact decisions through both formal and informal influence

• It’s all about the people. To us, diversity is a strength. We check our egos at the door and value all backgrounds and experiences. From our employees to our customers to our partners—we build relationships that last.
• We give a sh*t. Every detail matters. We research, we test, we adjust. We take pride in everything we do by being thoughtful in our decision making and design process.
• We put our money where our mouth is. We work with ethical and humane partners, we act with integrity and trust, and we take ownership of our actions and mistakes.
• We build for the future. First, we listen; then we think, plan, and act for the long-term. We see problems as opportunities and take calculated risks to build a company that lasts.

THE PERKS

• Full insurance benefits
• Open vacation policy
• Hybrid office model (in office M/T/Th)
• Great location in the heart of Nomad district
• Office snacks and drinks
• Thursday happy hours
• Free Mack Weldon gear