Customer Insights Analyst

3 weeks ago

SaintLaurent, Canada Browns Shoes Full time

Browns Shoes, a family-owned business established in Montreal in 1940, now with over 70 stores across Canada, is synonymous with top international designer collections, luxurious leather goods, and exclusive street savvy fashion for ladies, men and children.

Browns is seeking a highly motivated and experienced analyst in consumer insights and the voice of the customers. The Analyst will be responsible for collecting and analyzing customer data and feedback through various channels such as surveys, in-person focus groups, and social media to provide insights into our customers' needs, preferences, behaviors, and attitudes towards our products and brand to improve their overall experience. You must have a passion for retail and e-commerce and a willingness to stay current with industry trends and best practices.

**Responsibilities**:

- Develop and implement a Net Promoter Score (NPS) program to track and improve customer satisfaction and loyalty.
- Perform all duties relating to managing the day-to-day experience with the VoC measurement vendor (surveying, replying, analyzing)
- Find out what the customer thinks about the competition and provide recommendations on competitive positioning opportunities based on game theory or other relevant frameworks.
- Collaborate with cross-functional teams, including product management, marketing, CRM, and design, to translate insights into actionable recommendations that drive product and business strategy including ad hoc studies.
- Monitor and analyze market trends, competitive landscape, and customer feedback to identify opportunities for growth and improvement.
- Present findings and recommendations to senior management in a clear and concise manner.
- Continuously monitor customer feedback and trends, adjusting the feedback collection processes and analytics as needed.
- Create and maintain a knowledge repository of customer insights, research findings, and industry trends to inform decision-making across the organization.

**Requirements**:

- Bachelor's degree in marketing, analytics, operations, or related field.
- 3-5 years of experience in a customer-focused role analyzing customer data.
- Strong quantitative and qualitative research skills, with experience in survey design, focus groups, interviews, and other research methodologies.
- Experience with customer satisfaction metrics such as NPS, as well as customer lifetime value (LTV) and loyalty programs.
- Strong communication skills, including ability to communicate effectively with different stakeholders.
- Strong critical thinker, problem-solving, and analytical skills, with the ability to draw meaningful conclusions from data and work independently and as part of a cross-functional team.
- Proficiency in data analysis tools such as Excel, SPSS, or R, and data visualization tools such as Tableau or Power BI.
- Knowledge of digital analytics tools such as Google Analytics or Adobe Analytics is an asset.
- Experience with customer segmentation, persona development, and journey mapping is an asset.

Thank you for your interest in Browns

Chaussures Browns, une entreprise familiale fondée à Montréal en 1940, détient maintenant plus de 70 boutiques partout au Canada. Nous proposons les meilleures marques internationales, des articles luxueux en cuir et des tendances urbaines exclusives pour hommes, femmes et enfants.

Browns est à la recherche d'un analyste expérimenté et très motivé en matière de connaissance des consommateurs. L'analyste sera chargé de relever et d'analyser les données et les commentaires des clients par le biais de divers canaux tels que les enquêtes, les groupes de discussion en personne et les médias sociaux afin de fournir des informations sur les besoins, les préférences, les comportements et les attitudes de nos clients à l'égard de nos produits et de notre marque, afin d'améliorer leur expérience globale. Vous devez être passionné par la vente au détail et le commerce électronique et avoir la volonté de rester informé des tendances et des meilleures pratiques du secteur.

**Responsabilités**:

- Développer et mettre en œuvre un programme de Net Promoter Score (NPS) afin de suivre et d'améliorer la satisfaction et la fidélité des clients.
- Effectuer toutes les tâches liées à la gestion de l'expérience quotidienne avec le fournisseur de mesures VoC (enquêtes, réponses, analyses).
- Découvrez ce que le client pense de la compétition et fournissez des recommandations sur les possibilités de positionnement compétitif sur la base de la théorie des jeux ou d'autres cadres pertinents.
- Collaborer avec des équipes interfonctionnelles, y compris la gestion des produits, le marketing, le CRM et la conception, pour traduire les idées en recommandations exploitables qui orientent la stratégie du produit et de l'entreprise, y compris des études ad hoc.
- Suivre et analyser les tendances du marché, le paysage concurrentiel et les réactions des clien

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