BSN SPORTS A VARSITY BRANDS COMPANY THE RECOGNIZED LEADER IN TEAM ATHLETIC GEAR
For over 50 years BSN SPORTS has been the largest team sporting goods equipment and apparel distributor of choice in the United States. Our 3000 BSN SPORTS employees strive to support the Heart of the Game by putting valuable time back into the day of coaches and administrators through excellent service platforms. Our company mission is simple: Save coaches and administrators time with everything they do off the field so they have more time to impact young lives on it.
WORK TYPE: Onsite
LOCATION DETAILS: MondayThursday onsite at Farmers Branch Headquarters Friday is a flex day
WORK HOURS: Full time exempt
Salary: USD $90500 UP TO $Annual Discretionary Bonus
TRAVEL REQUIREMENT: Up to 25 travel could be possible including local travel with the field sales teams or customers
HOW YOU WILL MAKE AN IMPACT
The Consumer Insights Manager will play a critical role in building our customer experience program. This role will be responsible for bringing consumer insights to the organization through both primary and secondary data sources. This person will be an essential crossfunctional partner who is able to utilize research resources to answer essential business questions and play a pivotal role in our expansion efforts into Club and Collegiate sports.This leader gathers consumer insights and analytics to provide actionable recommendations. They represent the Voice of the Customer aim to boost customer satisfaction and loyalty and strive to build a more connected personalized and seamless customer experience.
WHAT YOU WILL DO
- Lead the following key functions:
- Consumer Research and Insights: Implement strategies to collect analyze and report on consumer and stakeholder insights. Serve as the primary BSN SPORTS lead to gather customer insights to fuel use cases across all functions
- Voice of the Customer/NPS: Develop and manage the Voice of the Customer programs including survey design and and customer feedback loops across the customer journey
- Manage key initiatives/projects from beginningtoend including project planning daytoday project management and influencing/leveraging internal crossfunctional teams as well as external agency teams
- Foundational Research:
- Knowing and understanding BSNs business from all angles including its competitive advantages and challenges
- Lead primary and secondary research initiatives (e.g. surveys focus groups trend analysis)
- Lead the systematic collection and application of CX insights for strategic growth by creating a program to measure the Voice of the Customer (VOC) through various feedback loops gain insights and turn these insights into recommended actions
- Ensure a measurement framework that is rooted in actionability (gathering enough causeandeffect data to identify what needs to be fixed and how)
- Match insights need to the optimal techniques to achieve those insights
- Utilizing DIY research platforms when needed for quick and efficient projects
- Data Analysis and Reporting:
- Analyze customer behavior and internal customer data points market trends and external factors and competitive benchmarks.
- Perform multivariate analysis and create clear actionable reports and presentations
- Provide actionable insights across a variety of data sources including custom marketing research projects ongoing tracker/customer experience databases secondary data sources and digital commerce data
- Crossfunctional Collaboration:
- Act as the goto person for insights partnering with marketing product digital sales strategy and CX teams to inform decisionmaking
- Partner with stakeholders to ensure insights are disseminated understood and actionable facilitating crossfunctional collaboration for improvements
- Vendor and Tool Management:
- Select and manage tools (e.g. survey platforms) and vendors to maximize budget
- Partner with and manage external marketing research vendors and data suppliers as needed to address key business issues
- Strategy Development:
- Shape the vision and roadmap for the Consumer Insights function aligning with BSNs priorities
- Acting as an insights leader including identifying areas where insights are needed engaging appropriate insights resources and socializing learnings throughout the organization
- Help the BSN leadership team identify prioritize and synthesize customer insights needs in ways that maximize the impact and minimize the redundancy/cost of insights projects. Turn this into a managed roadmap of insights projects that is delivered on time on budget and on scope.
- Undertake other duties as requested
QUALIFICATIONS
KNOWLEDGE/ SKILLS/ ABILITIES
- Strong analytical skills to synthesize multiple data sources to produce succinct reports and recommend specific courses of action
- Extensive working knowledge of a wide array of marketing research methods platforms such as Qualtrics and applicationswith personal experience in use of (or quick ability to learn) social insights tools
- Expertise in hiring and managing insights agencies
- Ability to leverage customer advisory councils as attheready sources for focus group insights
- Deep understanding of and extensive experience with both qualitative and quantitative research methodologies.
- A demonstrated ability to design implement execute analyze and report all types of insights projects from brand health tracking to focus groups to concept testing and more
- Must exhibit critical thinking curiosity and willingness to experiment and try new solutions
- Performance driven identifying and accomplishing challenging objectives working with others to achieve goals
- Passion for delivering exceptional service and creating meaningful connections with internal and external customers alike
- Effective at prioritizing and executing tasks
- Excellent communication skills and engagement with senior team members crossfunctional teams and agency partners
- Willing to thrive in a fastpaced empowered actionoriented culture
- Experience creating an intake and prioritizationprocess to ensure all needs are being met
- Capable of driving insights work today and scaling to lead a growing insights team in the future
EDUCATION/ EXPERIENCE
- Bachelors Degree in Market Research Marketing Psychology Sociology Consumer Behavior Business Analytics or another related field requiredfrom an accredited college or university
- A versatile professional with 510 years of experience in consumer research analytics and storytelling ideally in sports or an adjacent industry
- Proven analytic performer who embraces change and values customer vendor and employee relationships with experience in datadriven decisionmaking
- Have demonstrated strong skills in both qualitative and quantitative research methods preferably having stood up this function inside another organization
- Adept at synthesizing data from various sources and translating findings into actionable insights for crossfunctional teams
- Experience in vendor management for outsourcing specialized research when needed
- Comfortable interacting with senior leaders to advocate for customercentric strategies
PHYSICAL REQUIREMENTS
This job operates in a professional office environment. Largely a sedentary role with some filing requiring the ability to lift files open filing cabinets and bending or standing on a stool as necessary. The ability to sit or stand for long periods through meetings and while operating office equipment PCs laptop telephone will be required.
#LIGT1
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities required of the employee for this job.
JOIN THE BEST TEAM IN SPORT & SPIRIT
At Varsity Brands we believe every student deserves the opportunity to succeed and every educator wants to make a difference. It takes a team to make a real impact and through our two divisions BSN SPORTS and Varsity Spirit and our network of 6000 employees and independent representatives we are proud to partner with a wide range of educational institutions and club and professional sports to transform the student journey in SPORT and SPIRIT.
OUR VALUES
Service We lead with heart. We champion community.
Passion We love what we do. It fuels our purpose.
Integrity We do what we promise. We own our actions and decisions.
Respect We earn it by giving it. Because everyone deserves it.
Innovation We never stop striving to be better. For ourselves and our community.
Transparency We are committed to openness and honesty in everything we do.
OUR BENEFITS
We are committed to putting you and your families first. For benefits eligible roles we offer a variety of choices and costs as well as program enhancements that align with our responsibility to elevate the employee experience. Some of our offerings include:
- Comprehensive Health Care Benefits
- HSA Employer Contribution/ FSA Opportunities
- Wellbeing Program
- 401(k) plan with company matching
- Company paid Life AD&D and ShortTerm Disability
- Generous My Time Off & Paid Holidays
- Varsity Brands Ownership Program
- Employee Resource Groups
- St. Jude Partnership & Volunteer Opportunities
- Employee Perks including discounts on personal apparel and equipment!
Varsity Brands companies are equal opportunity employers. Qualified applicants will receive consideration for employment without regard to race religion color national origin citizenship gender sexual orientation gender identity veterans status age or disability.