Customer Research Coordinator

O'Reilly Auto Parts • Headquarters, KY

2d

About The Position

The Customer Research Coordinator will collaborate with business stakeholders to successfully plan, execute, and report on research projects. This position will work with the broader Marketing and Omnichannel departments, direct reports and subject matter experts throughout the organization. The coordinator will also serve as primary point of contact for the Voice of the Customer program. ESSENTIAL JOB FUNCTIONS Define and optimize a suite of research methods and tools that deliver actionable insights that contribute value and guide critical business strategy decisions. Serve as primary point of contact for the Voice of Customer program, research requests and delivery. Coordinate and lead quarterly check-in meetings with business stakeholders spanning multiple departments. Curate and organize historical primary research, secondary research, and industry trend content for easy access upon request. Maintain business relationships with 3rd party research partners that provide customer/participant recruitment services, fully moderated focus study services, brand research, research session recording, and other secondary research sources. Coordinate Marketing, eCommerce, and Omnichannel customer research initiatives across both B2C and B2B websites from concept through completion. Maintain and report on the progress of research tasks within the customer research project queue and backlog using our enterprise workflow management tool. Invest in building relationships and trust with stakeholders, peers, and working groups across the company. Operate independently and manage ambiguous and subjective situations while maintaining high quality standards for the customer. Work closely with and support the Digital Site Operations/Analytics team to develop strategic insights for website activity, A/B/Multi-variant and UX/UI testing and reporting. Analyze site metrics, voice of customer feedback, and related data to identify opportunities to improve the customer experience and give insights in to brand health, including monthly reporting. Assist with special department projects at the direction of leadership. Assess and maintain quality of design and user experiences. All other duties as assigned.

Requirements

• Bachelor’s degree (1-2 years of work experience in online marketing, e-commerce, omnichannel, or project management considered in lieu of degree)
• 1-3 years of experience in marketing research, customer research, or digital/ecommerce strategy
• Working knowledge of and experience utilizing Microsoft Office, Word, Excel and PowerPoint
• Familiarity with core concepts and tactics related to Ecommerce
• Analytical, process-oriented, and comfortable working with large data sets and making data-driven decisions.
• Experience working with cross-functional teams to influence others internally and externally
• Ability to set clear priorities and manage projects in an organized manner
• Excellent written and verbal communication skills
• Proactive, self-starter who is comfortable in a team-oriented work environment

Nice To Haves

• Recent experience in Customer Research, Digital Strategy, Advertising/Marketing, B2C Ecommerce, B2B Ecommerce, or Retail
• Experience with web analytics
• Automotive knowledge

Responsibilities

• Define and optimize a suite of research methods and tools that deliver actionable insights that contribute value and guide critical business strategy decisions.
• Serve as primary point of contact for the Voice of Customer program, research requests and delivery.
• Coordinate and lead quarterly check-in meetings with business stakeholders spanning multiple departments.
• Curate and organize historical primary research, secondary research, and industry trend content for easy access upon request.
• Maintain business relationships with 3rd party research partners that provide customer/participant recruitment services, fully moderated focus study services, brand research, research session recording, and other secondary research sources.
• Coordinate Marketing, eCommerce, and Omnichannel customer research initiatives across both B2C and B2B websites from concept through completion.
• Maintain and report on the progress of research tasks within the customer research project queue and backlog using our enterprise workflow management tool.
• Invest in building relationships and trust with stakeholders, peers, and working groups across the company.
• Operate independently and manage ambiguous and subjective situations while maintaining high quality standards for the customer.
• Work closely with and support the Digital Site Operations/Analytics team to develop strategic insights for website activity, A/B/Multi-variant and UX/UI testing and reporting.
• Analyze site metrics, voice of customer feedback, and related data to identify opportunities to improve the customer experience and give insights in to brand health, including monthly reporting.
• Assist with special department projects at the direction of leadership.
• Assess and maintain quality of design and user experiences.
• All other duties as assigned.

Benefits

• Competitive Wages & Paid Time Off
• Stock Purchase Plan & 401k with Employer Contributions Starting Day One
• Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
• Team Member Health/Wellbeing Programs
• Tuition Educational Assistance Programs
• Opportunities for Career Growth

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level