Director, customer relations job description

Director, Customer Insights

Department: Brand Operations & Strategy

Reports To: Senior Vice President

Through a comprehensive understanding of the customer, brand, and retail landscape, the CMI (Customer Marketing Insights) team will enable & empower the organization to leverage insights as a regular, valued, and natural input to strategy development and everyday decision making. The CMI team is responsible for building a holistic view of the customer and articulating & applying those insights alongside actionable recommendations that support business growth.

The Director of Customer Insights is a highly cross-functional role, responsible for growing and guiding a team that enables the organization through clearly communicated insights to carry out their mission to create lifelong relationships with women.

Responsibilities:

* Lead and develop a team in supporting all brands within VS&Co.
* Build engaging cross-functional relationships to bring customer insights to the forefront of business decisions
* Keep a pulse on consumer change drivers to keep leadership teams informed on future thinking and the potential impact to overall business strategies
* Partner with cross-functional leaders to evaluate and recommend key strategic growth opportunities for the portfolio, rooted in insights
* Oversee the design, development, execution, analysis, and share out of any primary/custom research

Qualifications

Qualifications

* Demonstrated ability to think globally/strategically, turning insights into actionable recommendations.
* Proven track record working with and influencing cross-functional teams, as well as establishing an internal network of relationships at all levels of the organization to drive results.
* Demonstrated success in leading and growing a team
* Experience and success in using data to tell a story; including the ability to draw and synthesize insights from several different sources
* Well-rounded experience in both guiding and executing various research methodologies including both qualitative and quantitative.
* Ability to be objective in analysis & share learnings constructively
* Strong written and oral presentation skills
* Minimum 10+ years of marketing research experience with a background or understanding of apparel retail

An equal opportunity employer, we do not discriminate in hiring or terms and conditions of employment because of an individual's race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status or any other protected category recognized by state, federal or local laws. We only hire individuals authorized for employment in the United States.

• Excited to make a big impact at one of Forbes Top Startup Employers 2022

• Passionate about solving problems in a huge market ($2T market size)

• Energized by marketing a product that has traction (30X revenue growth in 3 years)

• Looking for an opportunity to work closely with serial entrepreneurs and leaders who have scaled companies like Amazon, Facebook, Alibaba, Robinhood, SoFi, Microsoft, etc.

The opportunity:

Jerry is looking for a talented and driven marketing leader who is passionate about working with a consumer product that has a net positive impact to join us as our Director of Customer Acquisition. Leading our performance marketing and creative teams, you will be responsible for driving our customer acquisition strategy across our paid channels including social, search, display, affiliate, TV and audio. Your high expectations, energy, creativity, and attention to detail will make everyone around you feel inspired and more effective. You will play a critical role as we enter the next phase of our Super App journey.

Responsibilities:

As the Director of Customer Acquisition, you will build and oversee the end to end strategy and execution for paid customer acquisition at Jerry.

• Build and scale paid marketing across all existing platforms including Facebook, TikTok, Google UAC, SEM, Affiliates, Display/Programmatic and TV

• Launch experiments and provide data-driven, analytically rigorous insights to test different channels and iterate on the digital marketing strategy

• Implement, manage, and improve KPIs across all digital channels to meet quarterly acquisition targets while maintaining CAC

• Work closely with analytics and data science teams to monitor detailed campaign data against KPIs

• Manage the in-house creative team to rapidly and cost-effectively deliver highly effective static and video ads

• Forecast and plan financial outcomes for annual budget goals and execute against said goals

• Partner with product, business development and customer support teams, dive deep into customer insights to improve conversions across the funnel

• Build and grow existing teams while fostering a data-driven, highly accountable and growth-focused culture

• Collaborate with organic content and media relations teams to leverage all channels

Requirements:

• 8+ years of performance marketing experience within a highly competitive D2C environment

• Experience managing paid digital channels including Facebook and Google and maximizing ROAS/LTV

• Experience running analytically-rigorous experiments and making data-driven decisions

• Track record of building and scaling high-performing teams

• Experience developing and launching linear TV campaigns (a big plus!)

• Experience weathering a startup strongly preferred

Who You Are:

• You are intellectually curious

• You are a highly rigorous and stay close to the details

• You are a demanding leader and set aggressive goals

• You can handle big responsibilities with limited resources

About Jerry:

Jerry is building the first Super App to save car owners time and money on all their car expenses. Drivers deserve better. That’s why we’re committed to making shopping for insurance, financing, maintenance, repairs, parking and more just a few clicks, texts, or swipes away.

Jerry is taking processes that haven’t substantively changed in decades and reimagining and redesigning them. Using artificial intelligence, machine learning and bots, Jerry eliminates the need for long forms and phone calls while providing personalized services for all car-owners’ needs.

Today, Jerry is the #1 rated and most downloaded app in its category and the fastest way to compare and buy car insurance. We have more than 2M customers and we are just getting started. Join our team of curious and passionate people who love tackling real-world problems and be a part of building a revolutionary product that’s disrupting a massive market.

Jerry was founded in 2017 by serial entrepreneurs and has raised more than $130 million in financing.

**Position Summary:** The Director, Field Support & Customer Relations (FSCR) provides leadership to multiple FSCR Managers (territory) in order to maintain positive relationships with all Avendra customers, as well as local vendors, for a specified geographic area (Region). This position is responsible for continuous improvement and accountability with customer care and property level participation. The position will have direct reports.
**Position Reports to** : VP, Customer Integration & eBusiness

**Primary Responsibilities**

Team Development and Management

+ Provide leadership, training and guidance to 3-7 FSCR Managers in different territories

+ Champion and actively manage the critical FSCR processes as defined above for the Region

+ Provide timely information to their regional associates on pertinent information from Avendra HQ and vice a versa

+ Track customer visits against the deployment plan for the Region

+ Participate in specific territory calls to lend additional support as necessary; conduct team calls

+ Acccompany direct reports during customer visits and provide structured feedback

+ Create a team spirit and celebrate successes

Maintain strong relationships with customers, e.g. hotels, golf clubs, restaurants, in a specified geographic area (territory)

+ Ensure execution of Avendra's strategic value proposition for the Client (headquarter) at the customer level (end-user) as per the Client Plan

+ Encourage changes of customer's behavior; present value of Avendra supply chain resources in a consultative fashion; work with customer on converting from existing suppliers to Avendra Contracted Suppliers to grow revenues

+ Be an advocate for the customers during contracting initiatives by balancing the overarching contracting philosophy and the customer service needs

+ Build and maintain local supplier relationships

+ Collaborate with the Regional SSCM Director to monitor supplier performance and hold vendors accountable on behalf of territory customers

+ Identify opportunities to grow Spend through new suppliers and/or new categories of suppliers

+ Manage the process along with the Avendra HQ Implementation team for new Customer roll-out meetings, including customer/supplier conference calls, kick-off meetings and follow-up processes

+ Analyze customer activity, satisfaction and utilization of programs; identify non-participation and potential causes. Maximize participation with approved Avendra suppliers

+ Monitor success of newly rolled-out Customers for Spend ramp up and overall program satisfaction; work with the accounts where opportunities exist

+ Document FSCR/Customer/Supplier communication in eRM, to include comprehensive call reports based on customer visits, e.g. people met with, discussion topics, savings identified, other information uncovered and thank you letters to Customers

**Secondary Responsibilities**

+ Work on special projects as assigned (max 10% of time)

+ Provide internal support to other Avendra teams:

+ Regional SSCM: ensure alignment and support of any local contracting initiatives, e.g. RFATs, contract renewals, new initiatives

+ Quality Assurance: ensure alignment and utilize this resource as needed

+ Sales: participate, as needed, in complex Discoveries where local knowledge is required

**Competencies**

+ Championing Change

+ Planning & Organization

+ Negotiation and Conflict Management

+ Strategic perspective and market focus

+ Innovation and championing change

+ Influencing others and result orientation

+ Prioritizing and allocating resources

+ Business acumen

**Other Duties.** Please note this role description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.

**Work Environment.** This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

**Physical Demands.** This is largely a sedentary role with some light lifting of files possibly needed.

**Role Requirements**

+ Strong interpersonal and customer service skills; good presentation skills

+ Ability to bring customer and supplier together to demonstrate Avendra value proposition

+ Solid purchasing program, supply chain knowledge and/or hotel experience to be credible with customers and vendors

+ Strong analytical skills

+ Excellent problem resolution skills

+ The ability to work independently with a flexible schedule; being able to prioritize multiple projects and requirements to include customer visits, follow-up work, formal documentation of the accomplishments and internal support requests

+ Demonstrated knowledge of the Lodging/Hospitality industry

**Overnight Travel Requirements.** Type: All modes of transportation, percentage 25-50%, length: 1-2 nights

**Years of Relevant Experience.** 8-10 years of experience

**Education Requirements.** BS/BA in relevant field or equivalent years' experience

Aramark (NYSE: ARMK) proudly serves the world's leading educational institutions, Fortune 500 companies, world champion sports teams, prominent healthcare providers, iconic destinations and cultural attractions, and numerous municipalities in 19 countries around the world. Our 280,000 team members deliver innovative experiences and services in food, facilities management and uniforms to millions of people every day. We strive to create a better world by making a positive impact on people and the planet, including commitments to engage our employees; empower healthy consumers; build local communities; source ethically, inclusively and responsibly; operate efficiently; and reduce waste. Aramark is recognized as a _Best Place to Work_ by the Human Rights Campaign (LGBTQ), DiversityInc, Black Enterprise and the Disability Equality Index. Learn more at www.aramark.com or connect with us on Facebook and Twitter.

Aramark is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer - Minority/Female/Disability/Veteran

Aramark will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance ordinance.