Dir - Research, Customer Insights & CRM

US-AZ-Phoenix
Department
Store Support Staff (Corporate/Field Support)
Position Type
Full-Time
Requisition ID
33079

Overview

 

 

Become the newest member of the Sprouts Farmers Market Family

 

As Director of Research, Customer insights and CRM you will be responsible for growing revenue across multiple channels through strategies and tactics designed to acquire, retain and reward customers across all customer segments, driving incremental trips and basket spend and driving customer loyalty. You will be responsible for distilling customer feedback, basket analytics and research into customer insights that cross-functional partners in Marketing, Merchandising, Operations and eCommerce can act upon to improve the customer experience and optimize Sprouts’ customer engagement, business operations and financial results.

 

This highly visible – brand new – and exciting opportunity will play a critical role in the development and rollout of our new CRM and loyalty strategy, managing and analyzing customer and transaction data to help make key business decisions and promote customer loyalty. You are a strategic and operational leader who thrives and excels when responsible for planning and execution of loyalty and CRM programs across multiple customer touch points. You will be instrumental in ensuring integrity of customer information, developing actionable analytic and research plans, and executing timely and high quality deliverables in a fast-paced environment. In this position, you will serve as a change agent by uncovering consumer and shopper insights for Sprouts and most importantly, convert those insights into actionable recommendations for the business.

 

Customer-first has been a long-standing priority for Sprouts, since opening our first store in 2002. Our commitment to inspire, educate and empower customers throughout their healthy living journey is no small task and one that we do not take lightly. There are three broad skills that we are looking for in a candidate for this role: a) Strategic thought leadership (to partner with the Strategy, Business Intelligence, Brand/Category, Merchandising and Operations teams to define the key initiative for short-, medium- and long-term growth of customer engagement and brand differentiation; b) Ability to translate research, analytics and insights into actions across the enterprise (in-store and out of store customer engagement, key segment and customer journey initiatives, category and product innovation, competitive edge, et al); c) Passion and expertise in innovation and collaboration (both being critical leadership qualities for strategic growth of the enterprise).

 

We expect, that through actions and example, you will ensure that Sprout’s vision and values are incorporated into business strategies. Part of your responsibilities will also be to play an active role in the research and customer insights community and develop our organizational muscle memory and discipline around ongoing research and insights work,  Your focus and leadership with strengthen our ability to develop innovative approaches/tool-kits, assert influence, and have an impact in contributing bench strength to support Sprouts’

leadership, influence, and growth in this dynamic, fast-paced, growth sector of healthy grocery.

Essential Functions

How You Will Make a Difference

  • Define and manage the loyalty promotions and future programs to including promotion/program structure(s), roadmaps, benefits, promotion/program economic metrics management, as well as conceptualizing, in partnership with Business Intelligence and IT teams, the data architecture and CRM automation needed to support long-term goals.
  • Conceptualize and drive CRM activation plans and optimization strategies. Responsible for creating and implementing customer contact optimization strategies targeted to customer acquisition and retention, across new, emerging and existing markets.
  • Manage periodic and ongoing research initiatives to support, validate and define customer segmentation, competitive positioning, department/category strategies and other business needs, as defined by cross-functional partners.
  • Define framework and build requirements for the loyalty promotion/program technology and partner in data infrastructure needed to support long-term growth, partnering cross-functional teams.
  • Drive revenue and customer engagement through customer on-boarding, acquisition, reactivation, retention and loyalty initiatives.
  • Feed retail and digital insights into the organization to provide retail expertise, including trends, category management, promotions and merchandising.
  • Oversee, track and analyze applicable programs to ensure efficiency and effectiveness of programs.
  • Directs efforts of Loyalty and CRM vendors and other third party contractors.
  • Partner with cross-functional teams, sharing learnings and knowledge to support the business needs.
  • Collaborate with Business Intelligence team for segmentation and customer data maintenance.

Knowledge, Skills, Abilities and Physical Requirements

What should I bring to the table?

  • 8-10 years Consumer & Shopper Insights – Grocery/Health or high customer-frequency environments/brands preferred
  • A Bachelor's degree in business, economics or social science fields (e.g., psychology, anthropology). Master's Degree (MBA) strongly preferred.
  • Strong understanding of consumer insights, retail and digital experience, merchandising and sales.
  • 5+ years of progressive experience in quantitative marketing disciplines, including at least 2 years in a relevant leadership position
  • Experience must include a combination of CRM/Database, Marketing, and Market Analysis, and a blend of proven strategic and tactical capabilities
  • Quantitative and qualitative research experience, including management of an ongoing proprietary or third-party panel.
  • Multi-channel retail industry experience strongly preferred
  • Experience in influencing a diverse and creative group of individuals and leading change.
  • Must have a track record in establishing procedures, implementing processes and executing initiatives.Skills
  •  
  • Strong strategic thinking, problem-solving, and analytical skills with the ability to turn findings into actionable recommendations and plans are critical
  • Strong mathematical aptitude and quantitative skills
  • In-depth knowledge of best practices, tools, and methodologies for customer marketing research, insights and analytics
  • Ability to work professionally with flexibility in handling multiple priorities in a fast-paced environment.
  • Demonstrate a proven effective formula for managing complex projects as well as be able to show how projects are managed and how results are communicated.
  • Active listening skills and ability to synthesize and interpret information and respond appropriately
  • Strong interpersonal and communication skills to engage and influence
  • Team player and collaborative style to build relationships cross-functionally and at all levels of the organization

Benefits

In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include:

  • Competitive pay
  • Opportunities for career growth
  • 15% discount for you and one other family member in your household on all purchases made at Sprouts
  • Flexible schedules
  • Employee Assistance Program (EAP)
  • Eligibility requirements may apply for the following benefits:
  • 401(K) Retirement savings plan with a generous company match
  • Affordable benefit coverage, including medical, dental vision
  • Pre-tax Flexible Spending Accounts for healthcare and dependent care
  • Company paid life insurance and short-term disability coverage

Why Sprouts

Grow with us!

If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts! With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, plenty of scoop-your-own bulk goods and much more in a fun, friendly, old-fashioned farmer’s market setting.  Come grow your career in healthy living with a fast-paced, rapidly growing company and teams that pride themselves on empowering others along their journey.

 

 

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties, responsibilities, and requirements. Sprouts’ management reserves the right to amend and change duties, responsibilities, and requirements to meet business and organizational needs as necessary.

 

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