Manager, Voice of Customer

Job Description

As the VOC Manager, you will run and manage the Voice of Customer (VOC) program at Guitar Center. The Consumer Insights team partners with stakeholders across the organization – Store Operations, eCommerce, Contact Center, Merchandising, and Marketing – to be an advocate & bring the voice of the customer directly to the ears of decision makers. In this position, you will have an active role in the development & future direction of the VOC program at Guitar Center family of brands. Your customer-centric mindset, strong analytical approach and communication skills will help Guitar Center understand and improve customer experience across all channels and touchpoints.

Responsibilities/duties

• Develop, implement, and oversee the VOC program to meet strategic goals and optimize customer engagement, satisfaction, retention, and advocacy
• Develop and maintain mechanisms to capture VOC data across listening channels
• Utilize best practices to design and construct surveys that effectively capture customer feedback and insights
• Analyze large data sets and dig into details to assess trends along with areas of opportunity, and customer needs & expectations
• Leverage data to provide actionable insights to all relevant stakeholders and drive customer-centric decision making
• Present findings and recommendations to all levels within the organization – use storytelling skills to convey the customer story, and adapt message to persuade and influence your audience
• Serve as subject matter expert in all VOC tools and functionality, and is responsible for cultivating a Customer First culture

Requirements

Minimum qualifications

• Bachelor’s degree, preferably in Market Research, Business, Marketing, Economics, Psychology, other social sciences, or similar
• 5+ years of VOC, Customer Experience (CX), or other relevant experience
• 5+ years of experience in analyzing quantitative research data and delivering actionable insights in a business setting
• 3+ years of experience in designing surveys and utilizing various methods to collect feedback from customers, including programming & deployment
• Proficient at using VOC/CX management platforms (such as Qualtrics, Medallia, Alida, etc.)
• Excellent project management skills & experience
• Proven ability to translate data into clear communication of results, progress, and next-step actions. Ability to adapt communication style to audience (both written and verbal)
• Excellent interpersonal qualities, influencing, and relationship-building skills
• Attention to detail, self-motivated, and ability to work both collaboratively and independently
• Proficient in Microsoft Office Suite

Preferred qualifications

• Experience in Retail research
• Industry knowledge and VOC/CX training and/or certification
• Solid understanding of latest VOC/CX industry trends and innovations
• Experience with analytical platforms such as SPSS, Tableau, etc.
• Awareness of advanced analytics and their appropriate application

About Guitar Center

The Guitar Center Company embodies the world of creativity and music by encouraging our teammates to find their own individual sound. Our mission is to develop and nurture lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the joy that comes from creating music. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.

The Guitar Center Company operates through several business divisions. Guitar Center is the world's largest retailer of guitars, amplifiers, drums, keyboards, recording, live sound, DJ, and lighting equipment, with more than 290 stores across the United States. 2014 marked the milestone 50th anniversary of the Guitar Center Company as the organization continues to help people make music from coast to coast.

E-Commerce brands Guitar Center, Musician's Friend and WWBW offer online sales of a broad selection of music products. The Music & Arts division operates more than 220 stores specializing in band & orchestral instruments for sale and rental, serving teachers, band directors, college professors, and students since 1952. AVDG and GCPro headline the enterprise audio-visual integration business, delivering a best-in-class commercial and residential customer experience.

Why Guitar Center? Here’s just some of the rewards:

For our employees who are musicians we offer the unique opportunity of gig leave—take time off to share your music with the world and return to your job after your tour! Guitar Center offers robust benefits and perks, including Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.

Pay Rate: $100,000- $130,000/yr depending on background and experience. This position is eligible to participate in the Guitar Center Company bonus program based on Company performance .

The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state specific laws. Pay ranges may be different in other locations.

Love this gig and want to apply?

Send your resume and cover letter today along with salary expectations!

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request a reasonable accommodation by sending an email to

Position StatusFull-time