Customer Insights Manager, Customer Experience & Marketing Operations at Milliken & Company in Spartanburg, South Carolina

Job Description:

Materials science expert Milliken & Company knows that a single molecule has the potential to change the world. With innovative solutions across the textile, flooring, specialty chemical, and healthcare industries, Milliken answers some of the world's greatest challenges. Named to the World's Most Ethical Companies list by Ethisphere Institute for 15 straight years, the company meets the moment with an unwavering commitment to delivering sustainable solutions for its customers and communities. Eight thousand associates across 46 locations globally rally behind a common purpose: to positively impact the world for generations. Discover more about our curious minds and inspired solutions at milliken.com.

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Company:Milliken and Company

Materials science expert Milliken & Company knows that a single molecule has the potential to change the world. With innovative solutions across the textile, flooring, specialty chemical, and healthcare industries, Milliken answers some of the world's greatest challenges. Named to the World's Most Ethical Companies list by Ethisphere Institute for 15 straight years, the company meets the moment with an unwavering commitment to delivering sustainable solutions for its customers and communities. Eight thousand associates across 46 locations globally rally behind a common purpose: to positively impact the world for generations.Discover more about our curious minds and inspired solutions at milliken.com.

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Position Summary:

As the Customer Insights Manager, you will serve as the Voice of the Customer, sharing data, insights and trends across the organization. This role is an integral part of the Marketing Center of Excellence team at Milliken & Company. The goal of this team is to enable value creation by building the Milliken & Company brand, elevating the customer experience, and optimizing end-to-end marketing operations.

You will help put in place a strategic framework for how we will gather, disseminate, and action against insights across the organization toenhance customer understanding, inform decisions, and ultimately grow the dynamic businesses within our company.Those insights will be a critical component of business cases for digital investment, process improvement, marketing investment, new product development, and other strategic initiatives. Perhaps most importantly, you will be a change agent, leveraging data and insights to collaborate with colleagues globally.

Key Responsibilities

• Build Milliken's qualitative and quantitative research toolkit to enable marketers to garner insights that support internal decision making as well as shape their marketing activities and messaging.


• Work with each of the Divisions to create a cohesive view of our current and prospective customers including needs/wants, perceptions, customer journey maps, and segmentation/personas.


• Leverage new Customer Relationship Survey baseline results from Qualtrics XM to educate the organization on how Milliken performs (CSAT/NPS) relative to industry benchmarks and help action against key driver opportunity areas.


• Enhance existing marketing KPI dashboard with key customer experience metrics and share ad hoc analysis with the organization to improve the customer experience.


• Craft repeatable processes supported by clear templates/frameworks that are consistent across the organization; build a culture of accountability and passionately advocate for ways to improve our customer experience and marketing performance.


• Assist with internal associate focus groups and surveys as needed.
  
  

Qualifications:

• 5+ years of experience in market research related to customer experience and marketing


• Bachelor's Degree required; Master's preferred


• Demonstrated business leadership and experience working in a matrix organization


• Strong analytical skills and a comprehensive understanding of customer experience and insights tools (e.g., Qualtrics, Survey Monkey), marketing metrics, digital engagement channels, and dashboards (e.g. Domo, Tableau)


• Excellent verbal and written communication skills, with emphasis on PowerPoint and data visualization; Ability to clearly and succinctly 'tell a story' by synthesizing insights and communicating them effectively in senior management meetings


• B2B experience a plus but not required


• Highly strategic thinker with the ability to cut through the weeds, identify opportunities, educate/influence stakeholders, and deliver on plans


• Able to quickly establish credibility across all levels of the organization, impact decisions through formal and informal influence, and create alignment between teams


• Client orientation with a natural disposition towards collaboration and providing excellent service.

Milliken & Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability.

Milliken & Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability.