Sr Manager Customer Insights

Republic Services is a leader in Environmental Services, partnering with customers to create a more sustainable world.

We are Sustainability in Action - our promise to be environmentally responsible and to help our customers be environmentally responsible too.

Why choose Republic?

Joining Republic isn't just about taking on a new job, it's about making a commitment to create a more sustainable world together. Our people provide an essential service, serving and impacting customers, neighborhoods, and communities everywhere.

As a company, we are proud of our values and encourage those who share in our aspirations to join our team:

• We protect our colleagues and communities through safe practices everywhere, every day.
• We are committed to serving our customers and communities by going above and beyond to exceed expectations.
• We take action to improve neighborhoods and communities by being environmentally responsible and creating a more sustainable world.
• We are driven to deliver results in the right way.
• We encourage a human centered culture that honors the unique potential and dignity of every person.

POSITION SUMMARY: The Sr Manager, Customer Insights will lead the Customer Insights team. Working closely with senior marketing leaders, this role will assist with identifying, prioritizing, and recommending the most critical opportunities that impact business growth based on customer and market insights generated through quantitative research, qualitative research, and advanced analytics across multiple data sources.

PRINCIPLE RESPONSIBILITIES:

• Provides recommendations on where to deploy marketing resources based on an in-depth understanding of product and customer economics, customer and consumer motivations/needs/attitudes/behaviors, superior understanding of competitor strengths/capabilities/strategies, and Republic Services' P&L.
• Leads the Voice of the Customer (NPS) program including vendor management, reporting and driving action on known pain points across market verticals.
• Advocates for the customer within the Republic Services business - champions ideas that improve customer value and in turn grow customers' willingness to pay and willingness to stay.
• Leads cross-functional project teams to activate customer insights through in-market actions, such as deployment of customer segmentation, development and deployment of lead generation and prioritization engine based on analysis and modeling of customer data.
• Partners with marketing leaders to identify most relevant business questions, prioritize projects, and align market research plans with strategy and objectives.
• Assists with influencing executive-level business decisions through in-depth customer, consumer, market, and P&L insights.
• Oversees a variety of primary research projects from inception to presentation, including segmentation, concept development/testing, advertising & media effectiveness research, brand image and loyalty tracking, pricing research, usage & attitudes research, and habits & practices studies.
• Synthesizes primary research insights with secondary sources, P&L insights, and behavioral data to develop strategic insights and actionable recommendations.
• Leads the effort to collect, analyze and synthesize consumer / customer data to draw insights that lead to specific actions to drive marketing and product development efforts for various customer segments.
• Manages a motivated, world-class research team responsible for execution of research projects across Areas and customer channels.
• Manages vendor relationships, including selection, pricing negotiations, adoption, and onboarding.
• Manages the research budget, including management of service agreements and work plans.
• Develops best practices across the organization including methods, measurements, and best in class research practices.
• Manages ad hoc research and analysis requests and provides competitive research for the enterprise.
• Performs other job-related duties as assigned or apparent.

QUALIFICATIONS:

• Bachelor's degree in, or with emphasis in, Market Research, Marketing, Economics, Business Management, Math or Communications.
• Masters of Business Administration (MBA) or Masters in Applied Mathematics (e.g., Statistics, Predictive Analytics, etc.).
• 8+ years in a manager role in marketing, customer insights/experience, market research consulting, and/or strategy consulting.
• Previous experience running a Voice of Customer/NPS program with track record of improvements.
• Proficient in advanced statistical techniques such as conjoint, regression, factor and cluster analysis.

MINIMUM QUALIFICATIONS:

• Bachelor's degree.
• Minimum of 5 years in a manager role in marketing, customer insights/experience, market research consulting, and/or strategy consulting, including 3 years directly in engaged in customer research, quantitative surveys, qualitative research and data analysis.

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:• Comprehensive medical benefits coverage, dental plans and vision coverage.• Health care and dependent care spending accounts. • Short- and long-term disability.• Life insurance and accidental death & dismemberment insurance.• Employee and Family Assistance Program (EAP).• Employee discount programs.• 401(k) plan with a generous company match.• Employee Stock Purchase Plan (ESPP).

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.