WHO WE ARE: 

Quartile, the world's largest retail media optimization platform, is a trusted partner for multichannel e-commerce success. Through unmatched expertise and patented AI technology, we fuel growth for 5,300+ brands and sellers worldwide and manage an annual ad spend exceeding $2 billion. The award-winning platform covers major marketplaces and ad channels for optimal reach. The result is unprecedented granularity, smarter budgeting, and bespoke solutions for retailers. 

Quartile is proud to be an equal opportunity employer with employees stemming from a wide range of backgrounds and experiences. As a business, we value the enrichment that diversity brings to our organization and are committed to a culture that creates a sense of inclusion and belonging. We welcome new perspectives and affirm that all employment decisions are made without regard to race, color, ancestry, religion, national origin, age, familial or marital status, sex, sexual orientation, pregnancy, gender identity or expression, disability, genetic information, veteran status, or any other classification protected by federal, state, or local law. 

OVERVIEW:

The Customer Insights Manager will own Quartile’s end-to-end journey for collecting, analyzing, and interpreting customer feedback. You will use this work to provide Customer Success, Sales, Product and other teams with actionable intelligence that drives revenue growth and customer retention. 

REQUIREMENTS:

• 5+ years in customer experience, customer advocacy, or similar roles with a focus on VoC initiatives
• Experience implementing Customer Experience measurement methodologies, tools, and best practices
• Experience owning program strategy and end to end delivery
• Excellent analytical skills with the ability to derive insights from customer feedback data
• Strong presentation and communication skills for senior leadership audiences
• Relentless curiosity in unpacking and drilling into customer data   

 ….. If you reached this point, we hope you're feeling excited about the job description. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in Quartile's mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes!

WHAT YOU’LL DO:

• Capture Voice of the Customer: Build and lead programs to capture customer feedback across all touchpoints, including customer surveys, customer interviews, escalations, and other relevant sources
• Identify Root Causes: Conduct deep-dives into customer feedback to uncover root causes of dissatisfaction, churn, and areas of opportunity
• Generate Insights: Synthesize customer feedback into actionable reporting and recommendations for the business. Partner with Customer Success, Product, Sales and Marketing to drive enhancements that improve customer satisfaction and retention
• Continuously Optimize: Evaluate, refine and implement process improvements to enhance the effectiveness and efficiency of our customer insights programs

INITIAL SUCCESS 

During your first six months you will: 

• Assess and uplevel our customer sentiment survey program, including how we collect and report CSAT information
• Implement a robust churn analysis program including how we capture, categorize, and report churn data
• Partner with Customer Sucess and Product to prioritize opportunities and build actions to drive customer retention and satisfaction

BENEFITS:

• Comprehensive Insurance Coverage
• 401K Plan with Employer Match
• Generous Paid Time Off (24 Vacation days, 7 Sick days, 12 Company Holidays, Short Summer Fridays)
• Company Laptop + additional tech accessories
• The base pay for this position is targeted at $110,000 - $130,000 per year