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Manager, Insights-Customer Satisfaction(CSAT

Company: Lovesac
Location: Stamford
Posted on: February 22, 2021

Job Description:

Manager, Insights-Customer Satisfaction(CSAT) Level Experienced Job Location Stamford - Stamford, CT Position Type Full Time 4 Year Degree Salary Range Undisclosed Travel Percentage Up to 25% Job Shift Day Job Category Marketing Description At Lovesac we believe you should be free to live the life you love and that--we should all live in Total Comfort. From Sactionals - The World's Most Adaptable Couch---, to Sacs - The World's Most Comfortable Seat---, Lovesac products are durable, changeable, and truly designed for life. Our founder's philosophy, Designed for Life---, demands that our products are both built to last a lifetime and designed to evolve with our ever-changing lives. It's an uncompromising approach to achieving true sustainability. At Lovesac we are committed to living and succeeding by incorporating our Guiding Principles: We can all win together Doing less and doing better We're borrowing this earth from our children The couch is the kitchen table Love Matters Currently, we are seeking to hire a Manager CX Measurement and Shopper Journey Insights. As a Manager CX Measurement and Shopper Journey Insights, you will be responsible for:

  • Leading high-value, high impact shopper-journey Insights projects for the Company.
    • Lead and manage CX/CSAT measurement system.
    • Building insights infrastructure and capability in the company. The ideal candidate is agile, proactive, and entrepreneurial as we aim to drive sales growth and long-term brand equity. This is a unique opportunity in CX and Shopper Journey work - to help architect and build a world-class insights function, to help support and lead a developing world-class company. Summary of Key Job Responsibilities:
      • Responsible to meet or exceed all goals and key performance indicators (KPIs).
      • Partner with Shopper Journey Touchpoint Owners to create annual research plans designed to drive Lovesac Customer Satisfaction upward.
        • Key Touchpoints: Digital, Showroom, Customer Service, and Fulfillment
        • Lead Foresee CX Measurement efforts.
          • Manage day-to-day operation of Foresee program.
          • Drive company action via leveraging Foresee data.--
          • Stay current with CX methodology developments.--
          • Create and maintain relationships with Foresee/Verint so that Lovesac can derive maximum value from the relationship.--
          • Maintain a calm demeanor and manage issues professionally and respectfully in accordance with our company standards.
          • Act with integrity and trust, modeling behavior that respects our employees, peers and customers in accordance with the core values of our company.
          • Perform any other duties as requested by management. Qualifications
            • Bachelor's Degree required.
            • Must have a minimum of 5 years of relevant--work experience in the insights field.
              • Experience with qualitative and quantitative research tools. Solid research background.
              • Experience working in the CX space.
                • Digital and retail experience CSAT experience strongly preferred.
                • Experience with cross-functional operations teams.
                • Experience with creating impactful reporting.
                • Experience leading a major business-partner engagement.
                  • Important to organization. High business impact.
                  • High budget.
                  • Experience with analyzing data and creating action-oriented recommendations.
                  • Must be willing to travel up to 20% of the time (most travel back to HQ in Stamford, CT)
                  • Must be results driven and utilize knowledge to meet or exceed KPIs and goals.
                  • Must have proven time management skills and quickly adapts to changes to business.
                  • Able to prioritize responsibilities with the appropriate level of urgency, able to listen and can use this information to solve problems, anticipate issues and make correct decisions based on a variety of situations.
                  • Must take accountability and responsibility for your actions. Must have the ability to manage multiple projects simultaneously while meeting deadlines consistently.
                  • Must have superior communication skills; verbal, written and interpersonal skills; able to listen effectively to solve problems, anticipate issues and make effective decisions.
                  • Demonstrates strong analytical and problem-solving skills.
                  • Maintains the highest level of customer service, creating solutions and experiences that drive business results and engagement with the brand.
                  • Must work collaboratively with fellow employees, treating all clients, both internal and external with dignity and respect at all times.
                  • Proficiency required in Microsoft Office: Word, Excel & PowerPoint (add any additional required or preferred applications/platforms.
                  • Must comply with the standards, policies and procedures outlined in the Lovesac Employee Handbook.
                  • Consistent ability to work both remotely and report into Corporate Headquarters or designated showroom , as required and in accordance with Lovesac policies, CDC and State Guidelines.
                  • Must be capable of using and operating all equipment as required, including but not limited to: iPad, laptop, etc. Be able to move objects (including medium to large furniture items up to 75 pounds) from a lower to higher position or horizontally from position-to-position or be able to assemble furniture while working on selling floor or in warehouse.
                  • Must be able to travel, as required by the Company in its sole discretion, for occasional meetings and conferences using various forms of transportation.
                  • Must possess a strong work ethic and exemplify The Lovesac Values: Lovesac Core Values - Willing to sweep the floors Grit Aspirational Values - Customer Centricity Only "A" Players Executional Excellence Table-Stakes Values - Positivity Passion Empathy Transparency Our showrooms, including our website are open seven days a week and require morning, evening, weekend and holiday availability. This position is based in our corporate headquarters. Lovesac is an Equal Opportunity employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, marital status, disability, military status, genetic information or any other characteristic protected by applicable law.

Keywords: Lovesac, Stamford , Manager, Insights-Customer Satisfaction(CSAT, Executive , Stamford, Connecticut

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