Manager, Voice of the Customer

About Constant Contact

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

Role Overview

Are you passionate about uncovering customer insights that drive exceptional experiences? If you blend strategic vision with strong analytical skills, and thrive on reimagining how the Voice of the Customer (VoC) can transform a business, we want you to join Constant Contact!

We are seeking a dynamic individual to develop and implement a strategic framework, robust capabilities, and key metrics for a comprehensive VoC program. You'll be instrumental in aggregating customer data and feedback from a multitude of sources, unearthing critical opportunities, and delivering high-impact insights that directly enhance customer engagement and boost lifetime value.

What you'll do

• Create and manage a world-class Voice of the Customer (VOC) program, providing key insights and strategic recommendations to executive leadership to drive product innovation and improve customer satisfaction.
• Lead the collection and analysis of diverse customer feedback, encompassing both qualitative and quantitative data, to interpret customer sentiment, identify key themes, and surface actionable insights that reflect a holistic view of Constant Contact's customer perceptions.
• Produce clear, compelling, and executive-ready reports that translate complex data into practical recommendations and measurable actions.
• Design and advocate for innovative solutions aimed at delivering a consistently positive customer experience, empowering teams and partners with precise, actionable insights to cultivate groundbreaking customer interactions.
• Pioneer the integration of emerging technologies, especially Artificial Intelligence (AI), to scale our VoC initiatives, enhance predictive analytics, and automate insight generation.
• Oversee the successful deployment and continuous optimization of our customer feedback management system, converting vast customer interactions into vital customer intelligence. This intelligence will significantly accelerate Constant Contact's ability to refine the customer experience and achieve greater operational efficiencies, ultimately ensuring expected financial benefits from these engagements.
• Manage and develop junior staff eager to learn and grow, contributing to a culture of continuous improvement and professional development

Who you are

• A Bachelor's degree is required.
• 9+ years of experience in Voice of Customer, Customer Insights, or a related analytical role with a strong focus on Voice of the Customer (VoC) programs
• 4+ years of experience functioning as a player-coach, developing junior staff while also running their own projects
• Experienced storyteller that is able to be both granular when necessary as well as take a macro and strategic approach to customer voice and sentiment
• Proven ability to develop and implement strategic frameworks for comprehensive VoC programs, including robust capabilities and key metrics
• Demonstrated expertise in aggregating and analyzing diverse customer data and feedback (both qualitative and quantitative) from multiple sources
• Experience in producing executive-ready reports that translate complex data into actionable recommendations and measurable outcomes

Compensation

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health