Sr Mgr, Brand, Advertising, and CX Analytics

Nissan•Franklin, TN

27d

About The Position

The Senior Manager, Brand, Advertising, and CX Analytics leads an integrated insights function spanning customer satisfaction, sales/service quality tracking, aftersales, dealer experience, brand health, and marketing/communications effectiveness. The role ensures Nissan and INFINITI have a clear, timely, and actionable voice of the customer that makes communications easier to understand, more relevant, and tightly aligned to brand positioning and customer experience (CX) goals. This leader will maintain legacy tracking programs while modernizing how insights are generated and deployed —shortening respondent time, improving survey UX, integrating feedback into the in-vehicle/customer journey, augmenting surveys with social listening and connected-car data, migrating to mobile-first methods, incorporating telematics where applicable, accommodating at‑home/online purchasing, and streamlining/merging/eliminating duplicative studies over time.

Requirements

Bachelor's degree and 15 years of experience or Master's degree and 10 years of directly related professional level experience including management of sales, service and tracking studies.
Masters or related advanced degree; MBA preferred.
3+ years in a full supervisory role, providing leadership, strategies, vision, coaching, and training contributing to staff development in distinct functions.
Occasional day, overnight, and extended travel.

Nice To Haves

Experience working with agencies, advertising market research, precision and digital research tools is preferred.

Responsibilities

Serve as the integrated “voice of the customer” across Nissan and INFINITI by partnering with Marketing, Communications, Media, Brand, Market Intelligence (MI), Product Planning, Quality, Aftersales, Dealer Operations, Finance/Procurement, Global teams, and Agencies of Record to drive data‑informed decisions.
Maintain core customer satisfaction, sales, service, quality, product development, aftersales, and dealer satisfaction tracking programs; progressively reduce survey length/time and improve survey UX ; embed feedback opportunities in the vehicle/ownership journey where feasible.
Migrate instruments to mobile-first and, where appropriate, incorporate telematics/Connected Car signals, social media /digital behavioral data, and new mobility use cases .
Audit and rationalize the study portfolio; streamline, merge, or retire studies to eliminate redundancy and increase impact.
Support Marketing Communications and Media with campaign and creative evaluation , including precision marketing tests across audience segments.
Represent the consumer at Creative Reviews , ensuring work ladders to brand strategy and CX standards; collaborate with agencies to provide one unified voice to the organization.
Partner with Brand/MI/Global to refine global advertising standards and integrate brand health, campaign testing, and loyalty tracking into a single performance narrative.
End‑to‑end research ownership: Design methodologies, sampling plans, and dashboards/reporting for Nissan and INFINITI studies; execute qualitative and quantitative research; synthesize findings into clear narratives, insights, and recommended actions for business leaders and global partners.
Vendor & budget management: Lead multiple suppliers providing high‑consultancy support; set quality standards and SLAs; manage the research budget in alignment with purchasing processes and value‑for‑money goals.
Campaign & competitive effectiveness: Partner with Agencies of Record to understand campaign mechanics end‑to‑end; benchmark advertising and brand activity vs. OEM competition and translate learnings into practical optimizations.
Multicultural & inclusive insights: Design and execute studies to deepen understanding of multicultural audiences; ensure culturally relevant, inclusive communications and experiences.
Brand strategy support: Conduct research for brand positioning/refinement ; connect brand measures to funnel, loyalty, CX, and financial outcomes.
Method innovation & data integration: Continuously pilot new methods (e.g., mobile diaries, passive metering, MMM/MTA inputs, social/UGC analytics, telematics proxies, conjoint/simulator tools); integrate survey and behavioral data to accelerate decisions—especially for digital and precision marketing use cases.
CX & loyalty drivers: Identify and prioritize drivers of quality, satisfaction, and loyalty ; guide regional teams on dealer consultations and action planning.
Executive communication & change enablement: Build relationships and present to NNA, NTCNA, and NML leadership; deliver concise readouts and decision frameworks; handle large‑scale, long‑term executive requests by providing cross‑MI analyses for rapid decision‑making.
Team leadership: Manage a team of 1 Manager, 1 Senior Planner, 1 Planner, and 3 contractors (consolidated across both areas); provide coaching, vision, and career development across distinct functions.
Governance & continuous improvement: Periodically review all active studies for relevance, redundancy, and cycle time; re‑engineer Customer Satisfaction Research to improve efficiency and effectiveness; maintain documentation and research governance.
Other duties as required to support the mission and evolving business priorities, including occasional day/overnight/extended travel.