Manager, Customer Intelligence

Link Logistics Real Estate (Link) is a leading operator of warehouses and business parks specializing in last-mile logistics real estate. Established by Blackstone in 2019 the company connects consumption technology and the supply chain across its portfolio which spans half a billion square feet. We leverage our scale proprietary data and insights and foundational focus on sustainability to drive success for our customers businesses and deliver value for our stakeholders. We put our people customers and communities first and find ways to make a conscious positive impact where we live and work. Every day we work to reinvent and lead our industry forward by thinking bigger and challenging the status quo.

Because we believe that good business must be synonymous with doing good strong environmental social and governance practices are foundational to our identity as a firm. These practices include setting ambitious goals to combat climate change partnering with local nonprofits and prioritizing internal diversity equity and inclusion efforts. We seek to use our position ideas and influence to drive progress in our industry and the wider world. At Link we give our customers space to growand we give people space to grow too.

The Customer Intelligence Manager is responsible for designing implementing and managing programs that systematically collect analyze and act on customer feedback that enables the business to improve outcomes empower the field and enable smarter faster decisions to support the enterprise. The role requires expertise in customer feedback methodologies advanced data analysis for actionable insight development and proficiency with customer experience feedback management platforms like Qualtrics.

RESPONSIBILITIES:

• Manage the execution evaluation and continual refinement of customer intelligence and Voice of the Customer (VoC) strategies to enhance business outcomes and customer retention.
• Define and oversee methodologies scope objectives and success metrics for measuring customer experience and satisfaction across all critical touchpoints
• Conduct omni-channel customer feedback collection and analysis prioritizing pain points moments that matter and emerging needssynthesizing findings for broader insight.
• Design and optimize surveys interviews focus groups and digital listening posts refining feedback methodologies to minimize survey fatigue and maximize data value.
• Analyze qualitative and quantitative customer data (including comparative causal sentiment and root cause analysis) using advanced statistical predictive and natural language processing tools.
• Oversee competitive research and monitor industry trends to ensure customer intelligence strategy reflects market realities and best practices.
• Develop and deliver regular dashboards reports and presentations clearly communicating insights and performance to executives and cross-functional teams.
• Lead closed-loop feedback processes ensuring customer issues are addressed improvements are tracked and impacts are measured over time.
• Partner with and train internal stakeholders fostering buy-in and integration of insights into organizational strategies and customer-centric initiatives.
• Provide requirements and the management for Qualtrics XM Suite that leverages the full array of automation advanced analytic techniques and reporting capabilities.
• Ensure full compliance with data privacy regulations company policies and customer interaction standards.
• Champion and support change management initiatives to drive adoption of new practices and the continued evolution of customer intelligence.

QUALIFICATIONS:

• Bachelors degree in Business Psychology Marketing Statistics or a related field; advanced degree preferred.
• 3-5 years experience in customer experience customer success or customer intelligence with proven impact on customer engagement and loyalty.
• Deep understanding of customer feedback methodologies survey science segmentation competitive analysis and closed-loop processes.
• Hands-on expertise with the Qualtrics XM Suite (survey creation data analysis automation and reporting).
• Knowledge of HTML and CSS (JavaScript a plus).
• Advanced proficiency in statistical analysis and predictive analytics tools (Excel Tableau SAS SPSS R Python etc.).
• Experience integrating and extracting insights from CRM systems (Salesforce preferred).
• Exceptional ability to present complex insights with clear impactful communication to executives and cross-functional teams.
• Demonstrated change management abilities and proficiency in cross-functional collaboration.
• Detailed-oriented analytical and independent with strength in data storytelling and can balance multiple projects with competing deadlines.

PREFERRED QUALIFICATIONS:

• Qualtrics Certification - XM Scientist
• Certified Customer Experience Professional (CCXP) designation
• Change management (Prosci) and/or Lean/Six Sigma training or certification
• Knowledge of natural language processing (NLP) techniques
• Experience working with Salesforce especially Service Cloud and Marketing Cloud

$105000 - $125000 represents the presently anticipated base compensation pay range for this position at Link. Actual pay may vary based on various factors including but not limited to location and experience.

Link provides a variety of benefits to employees including health insurance coverage retirement savings plan paid holidays paid time off.

The direct compensation and benefits described above are subject to the terms and conditions of any governing plans policies practices agreements or other materials or documents as in effect from time to time including but not limited to terms and conditions regarding eligibility.

EEO Statement

The Company is an equal opportunity accordance with applicable law we prohibit discrimination against any applicant employee or other covered person based on any legally recognized basis including but not limited to: veteran status uniformed servicemember status race color caste immigration status religion religious creed (including religious dress and grooming practices) sex gender gender expression gender identity marital status sexual orientation pregnancy (including childbirth lactation or related medical conditions) age national origin or ancestry citizenship physical or mental disability genetic information (including testing and characteristics) protected leave status domestic violence victim status or any other consideration protected by federal state or local law. We are committed to providing reasonable accommodations if you need an accommodation to complete the application process please email .