Senior Manager, Customer Insights at Ollie

Title: Senior Manager, Customer Insights

Location: Remote

Type: Full-time

Workplace: remote

Category: Marketing

Job Description:

Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog’s nutritional needs, and deliver directly to our customers’ doors. Through Ollie’s carefully crafted meals and health services for members, dogs can truly live their healthiest, happiest lives.

As a member of our growing team, you’ll take part in a company culture that cares deeply about its work and its team members.

Ollie is looking for a Senior Manager, Customer Insights to shape & execute impactful research that will help steer our business in its next phase of growth, while keeping our customers & their pups at the heart. We are looking for a highly skilled and business-savvy researcher who knows how to wield both quantitative and qualitative methods, has a passion for understanding customers’ needs, and is skilled at leveraging insights to assess opportunities. This role will play a critical role in driving the Insights roadmap and will work closely with cross-functional partners, including those focused on Member Experience, Product Development, Brand Marketing, and Health & Science. The ideal candidate is a self-starter, possesses excellent written and verbal communication skills, has a sharp eye for detail and strong organizational skills, and thrives in a fast-paced, high-impact environment.

This role is remote and will report to Ollie’s Director of Member Experience.

What You’ll Do:

• Apply your experience in quantitative and qualitative research methods (including surveys, focus groups, and IDIs), to make confident recommendations about the need & best approach for collecting insights.
• Drive the end-to-end research process, starting with defining objectives alongside stakeholders, and including drafting, recruiting and deploying projects.
• Utilize your strong data analysis skills to slice data by important attributes and uncover compelling learnings.
• Connect the dots between research findings and first-party Ollie data, applying what you learn to make well-rounded business recommendations.
• Present your findings in an engaging and powerful way to colleagues and leaders and contribute to the democratization of data by sharing where applicable across the org.
• Alongside Ollie’s Director of Member Experience, you will maintain the health of Ollie’s Customer Insights program by contributing to the team roadmap, ensuring projects stay on track & on budget, and monitoring response rates.

Who You Are:

• You have 5-7 years of experience in consumer insights with experience applying learnings to business decisions. More than simply collecting & handing off data – we care deeply about applying it to make strong recommendations that move Ollie forward!
• You are a skilled researcher: you know how to pair the right methodology with the right objective and are skilled at asking questions in highly strategic, non-leading ways, to yield high-quality data.
• You have an innate ability to “find the story,” and are skilled at explaining your rationale & presenting your recommendations to others, including Senior- and Executive-level leadership.
• You have vast data analysis skills (Excel/Google Sheets) & experience layering in CRM/database information to uncover a deeper understanding. Bonus if you have prior experience utilizing data vis tools such as Looker or Lightdash.
• You are a self-starter, have a high EQ and possess a keen curiosity to learn and grow.
• You have extensive experience juggling multiple projects simultaneously and collaborating with stakeholders across different functions.
• It’s a plus if you have direct experience with Ollie or the premium pet industry, and are tapped into how the competitive landscape is evolving. It’s a must that you are passionate about this fast-growing space!
• It’s a plus if you have experience with sensory testing or running research on food & beverage consumer products.
• You have at least a college degree in marketing, business, or a related field.

What You’ll Get:

• Competitive salary and a stake in the company
• Sponsored 401k program with employer match up to 4%
• Comprehensive health coverage including medical, dental and vision
• Unlimited vacation policy that you’re encouraged to use
• Paid parental leave
• 1-week paw-ternity leave for new dog parents
• Free Ollie subscription
• Inspiring pack members!

What We Value:

Keeping Dogs At The Heart

Our profound love for dogs unites us and drives and inspires every aspect of our business. We wholeheartedly believe dogs make us better in life and at work.

Being Courageous And Kind

We create a safe, inclusive space for everyone to show up as their authentic selves. We check our egos at the door and speak our minds. We embrace diverse backgrounds and perspectives as they bring new and different ideas and ways of working together.

Setting New Standards

We believe in continually raising the bar, never settling for less than our best as a team and individuals. We keep improving from the quality of our products to our customer experience to how we work.

Making Ollie The Best Chapter

We are building an impactful business while making memorable experiences with one another. We celebrate our successes, learn from our failures, and enjoy our collective journey. Our time at Ollie should be a milestone in our careers.

If you’d like to stand out, tell us in your cover letter why you’re interested in joining Ollie and how your skills match the responsibilities detailed in this posting.

Ollie embraces diversity and equal opportunity. We’re committed to building a team that represents a variety of backgrounds, perspectives, and skills. Ollie is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please include that in your application.