Assistant Manager, Customer Insights & Expectations

Finance / Accounting
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Conducts information searches and executes research projects to promote a deeper understanding of the business and to anticipate future independent sales force and consumer behavior. Consults with internal clients to define information and research needs. Designs, plans and executes research projects, identifying and developing effective and creative approaches to research. Provides in-depth strategic analysis, including implications and recommendations to client that impact the Mary Kay business or brand.

1. Design, plan, execute and analyze research projects
• Develop research plans and recommend methodologies and vendors to management
• Program and execute discussion guides and surveys using our internal survey tools
• Design and execute research for more complex projects
• Develop research proposals, capability assessments and solicit bids from outside vendors
• Identify and implement appropriate analytical approaches and methodologies
• Manage research projects to ensure timely reporting of results
• Manage activity with outside vendors to ensure projects are within budget
• Initiate, maintain and archive all research documents and key communications, including research request form, research proposal, and project evaluation form
• Analyze results of projects and communicate to key stakeholders insights gained from research
• Moderate sales force and employee focus groups as needed

2. Consult with internal clients to maximize research value
• Develop partnerships across the business to increase the impact of research findings
• Work with client team to define, prioritize and support the information needs of the region, function or ad hoc task force
• Develop a clear understanding of the client’s information needs and research questions to help in preparing the research approach (primary/syndicated) design, methodology and execution plan
• Act as a research liaison for regions (North America, Latin America, Asia Pacific, or Europe) and/or divisions to assess needs, put together research plans, review research projects and foster action within the region/division

3. Integrate information sources for deeper insights
• Search secondary sources including consumer/market database and social media, where appropriate, to help add insight to primary research projects
• Analyze and synthesize information from a variety of studies and sources to present or address an issue or to answer a client question

4. Other responsibilities
• Develop and interpret queries and reports on product and consumer attitude/usage syndicated databases (eg. Nielsen) and data feeds based on project needs.
• Work collaboratively with the research team to improve and maintain forms, processes, tools, research methods and data archives/intranet to facilitate sharing of information
• Support organization wide data mapping initiatives to connect insights for a 360 view of customer

5. Communicate research findings in a way that drives action
• Working with research team or independently, provide actionable reporting of research projects via written reports or presentations
• Suggest and develop ideas for engaging clients in presentations of results to foster better and quicker adoption of action plans including new data visualization and story telling methods
• Support the development of client accessible insight dashboards on customers, consumers, categories and competitors in coordination with cross-department analytics efforts
• Follow up with clients to determine ultimate action taken as a result of the research


Education: Degree in Business Analytics, Market Insights or related field, Master’s preferred

Experience: Minimum of 5 years of industry experience preferably in client or supplier research, including internships

1. Must possess strong analytical and problem solving skills, solid presentation skills and excellent report writing ability. Strong written and verbal communication skills are also required.

2. The ability to build working relationships with the research team and internal clients is required.

3. Conceptual knowledge (experience preferred) on a variety of quantitative/qualitative methods including focus group moderating, guide design, one on ones, survey development and statistical data analysis including predictive models (conjoint/regression approaches) and multivariate work for mapping, segmentation.

4. The ability to handle multiple tasks simultaneously, demonstrating excellent time management and organizational skills is required.

5. The ability to work independently and as part of a team and excellent interpersonal skills are required.

6. Must be a partner to teams across organization, building relationships to influence action and insight implementation.

7. Must be self-motivated, detail-oriented, team-oriented and flexible.

8. Must be proficient in Microsoft Word, Excel and PowerPoint.

9. A passion for understanding the consumer and the sales force and their needs is essential.

10. Experience with syndicated consumer/product data research systems (eg. Kantar, Nielsen, NPD, Euromonitor) preferred.

11. Knowledge of survey systems (eg. Qualtrics) and statistical software packages/programming (eg. SPSS/Stata/SAS) a plus.

12. Foreign language skills helpful, but not required.

13. Domestic / International overnight travel potentially approximately 10% of work time.

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