Consumer Insights Manager

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 3,000 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: Monday-Thursday onsite at Farmers Branch Headquarters, Friday is a flex day

WORK HOURS: Full time exempt

Salary: USD $90,500 UP TO $105,000 + 10% 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 cross-functional 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 execution and customer feedback loops across the customer journey
  • Manage key initiatives/projects from beginning-to-end, including project planning, day-to-day project management, and influencing/leveraging internal cross-functional teams as well as external agency teams

• Foundational Research:
  • Knowing and understanding BSN's 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 cause-and-effect 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

• Cross-functional Collaboration:
  • Act as the go-to person for insights, partnering with marketing, product, digital, sales, strategy and CX teams to inform decision-making
  • Partner with stakeholders to ensure insights are disseminated, understood, and actionable facilitating cross-functional 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 BSN's 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 applications with 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 at-the-ready 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, cross-functional teams, and agency partners
• Willing to thrive in a fast-paced, empowered, action-oriented culture
• Experience creating an intake and prioritization process 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

• Bachelor's Degree in Market Research, Marketing, Psychology, Sociology, Consumer Behavior, Business Analytics, or another related field required from an accredited college or university
• A versatile professional with 5-10 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 data-driven decision-making
• 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 cross-functional teams
• Experience in vendor management for outsourcing specialized research when needed
• Comfortable interacting with senior leaders to advocate for customer-centric 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, PC's, laptop, telephone will be required.

#LI-GT1

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 6,000+ 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 Short-Term 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, veteran's status, age or disability.