Customer Insights Manager

BRUNT Workwear•North Reading, MA

About The Position

We’re leading the way in redefining the workwear category. Our mission is to engineer better boots and apparel for our country’s tradesmen and women by working directly with real workers to learn what they actually need to execute their jobs. The BRUNT team is not only devoted to improving on the old workwear standards, but we’re also creating a community that tradesmen and women can call their own. From our weekly hangouts at the BRUNT Garage, to hosting events across the country, we’re all about getting boots on the ground and building something real with the BRUNT crew. What You’ll Do: The Customer Insights Manager is responsible for championing the BRUNT Workwear customer, developing a formal Voice of Customer (VoC) program, and leading the development of customer insights process throughout the organization’s product innovation and go-to-market strategies. Your output should integrate throughout the business to improve overall brand and category success and foster a consumer-obsessed culture. You leverage the intersection of business strategy, consumer insights and digital behavior in grounding big, purposeful ideas. Reporting to the Chief Growth Officer, You’ll help power a consumer-obsessed culture at BRUNT by bringing the voice of the customer into the decisions we make every day.

Requirements

3–6 years of experience in a research, consumer insights, marketing, or analytics role.
Proficiency with Microsoft Excel and Google Suite
Experience with consumer survey tools (e.g., Qualtrics/Quantilope).
Experience in consumer data analysis, market research, or behavioral analytics.
A natural communicator comfortable turning data into clear narratives, both written and verbal.
Organized, detail-oriented, and excited to learn in a fast-paced environment.
Passion for BRUNT’s mission, product, and customers.

Nice To Haves

Experience with SQL, and data visualization tools is preferred
Exposure to Python/R is a plus.

Responsibilities

Help shape the category story and go to market strategy for BRUNT through consumer learning and influential storytelling.
Support product development timelines through prototype and concept testing, wear testing program, and product briefing.
Employ a variety of qualitative and quantitative research methodologies to gather consumer insights. Design and conduct surveys, focus groups, and other research methods as needed.
Utilize first-party, third-party, and syndicated data to provide a holistic view of the customer. Drive to "so-what’s" by making actionable recommendations rooted in deep understanding of marketing, business and consumer.
Leverage a customer survey platform for survey design, distribution, data collection, and analysis. Ensure the effective use of the platform to support research initiatives.
Stay current with industry trends and best practices in consumer insights and research. Continuously seek ways to improve research processes and methodologies.
Conduct regular trend analysis and reporting to identify emerging consumer behaviors and market trends. You’ll demonstrate a high degree of intellectual curiosity and creative insight, coupled with a drive for actionable, tangible results.
Design, implement, and manage VoC programs to capture and analyze customer feedback. Translate findings into actionable insights to improve customer satisfaction and loyalty.
Develop comprehensive customer journey maps to understand the end-to-end customer experience. Identify pain points and opportunities for improvement.
Work closely with cross-functional teams including Marketing, Product Development, and Customer Experience to ensure insights are integrated into business strategies.
Lead and develop cross-functional group focused on prioritizing, discovering, and disseminating customer learnings and recommendations for product and business strategy.
Mentor and train associates (both direct reports and cross-functional partners) in insights and research best practices, data sharing, and communication of complex data.