Customer Insights Specialist

Amare Group Inc.; Mandaue; Hybrid; PHP 402,000 - 446,000; Full time

Benefits offered by this job

Salary ₱36,000–₱40,000 monthly

SSS, PhilHealth, Pag-IBIG

13th month pay

Paid leaves

HMO

Rice allowance

Job summary

Amare Group Inc. in Cebu is seeking a Customer Insights Specialist for a hybrid role, with on-site Cebu sessions and remote nationwide interviews.

You will own primary research, manage review data across Shopify, Shopee, Lazada, and TikTok Shop, and publish actionable insights to Marketing, Operations, and the executive team. The role requires 3+ years in customer or market research, strong data literacy, and the ability to present recommendations.

Qualifications

• At least 3 years in customer or market research, consumer insights, CX or voice-of-customer work.
• Strong data literacy and ability to structure messy data.
• Ability to present findings with recommendations to non-technical audiences.
• Marketing instinct to connect customer input to product and sales.
• Genuinely likable and easy to work with; trusted collaborator.
• Curious and direct in conversation, able to pursue interesting threads.
• Can design and direct a customer interview start-to-finish.
• AI-fluent; uses AI for synthesis and drafting while applying judgment.

Responsibilities

• Own primary research programs and direct interview processes, remotely nationwide with Cebu on-site sessions.
• Manage review ownership across multiple platforms; grow volume and tagging.
• Publish actionable insights to named teams, not reports.
• Run regular insight briefings with Marketing, Operations, Customer Success and executives.
• Maintain the central insights repository as the company knowledge source.
• Collaborate cross-functionally to capture insights in existing workflows.

Skills

Data literacy

Interview design

Presentation skills

Marketing instinct

Cross-functional collaboration

AI fluency

Attention to numbers

Leadership potential

Curiosity

Communication

Education

Open degree

Tools

AI tools

Job description

Duties and Responsibilities

The Customer Insights Specialist owns what the company knows about its market and its customers, and turns it into things other teams actually do differently. The centre of gravity is primary research and review ownership. The output is actionable insight delivered to a named team.

The order matters: market first, then the alternatives, then our product. Market, who they are, what they want, what they fear, what they wish existed. Alternatives, everything else they use to solve the same problem, in and out of our category, and why they stayed or left. Product, how ours actually get used, and what makes someone come back or not.

Primary research (core)

• Own the customer interview programme. Write the guide, recruit or direct the recruitment of participants, and log every session. Runs sessions personally early on, and increasingly directs others to run them as volume ramps. Mostly remote and nationwide, with occasional sessions on-site in the Cebu studio.

• Co-design interview questions with Marketing so the sessions produce quotes, language, and footage that can be repurposed for ads. Every interview should pay for itself twice.

• Direct the Market Development Associate on the collection and scheduling side as interview volume ramps, without managing them.

• Design and run surveys where interviews are the wrong instrument, including post-purchase, non-buyer, and win-loss.

Review ownership (core)

• Own customer reviews end to end across Shopify, Shopee, Lazada, and TikTok Shop, covering collection, tagging, analysis, and response.

• Grow review volume, especially on Shopify. Build and run the mechanism that asks for them.

• Maintain the tagging scheme so review data is queryable over time rather than read once and lost.

Turning it into action (core)

• Publish insight, not reports. Every finding lands with a named team and a specific thing they could do differently.

• Run a regular insight briefing to Marketing, Operations, Customer Success, and the executive team.

• Maintain the insights repository as the company source of what we know about customers

Cross-functional standards (core)

• Work with Customer Success, Operations, Marketing, and any other customer-touching team to establish how insight and customer data get captured inside their existing workflows, including confirmation calls, Messenger conversations, refund reasons, and delivery exceptions.

• This is deliberately a cross-functional role. Direct collaboration with other departments is expected and supported, and does not need to be routed through the executive team each time

Probationary KPIs
KPI 1. Primary Research Cadence (Quota) [MAIN]

• Days 1 to 14, onboarding: no volume target. Shadow, build the first interview guide, run the first sessions supervised.

• Day 15 onward, working solo: minimum 3 customer interviews per week.

• Once the Market Development Associate is onboarded: ramp to 10 interviews per week within 30 days of that person’s start date, roughly two per working day, mixed remote and on-site.

• Budget about 1 hour in total per interview, covering both preparation and the session itself. Sessions typically run 10 to 30 minutes.

• Every interview logged in the insights repository within 2 business days of the session.

• Interview questions reviewed with Marketing at least monthly, so output stays usable for creative.

This is the main quota because the whole function fails if collection stops, and it is the part most fully within this person’s control.

KPI 2. Review Ownership (Quota)

• 100% of new reviews across Shopify, Shopee, Lazada, and TikTok Shop triaged and tagged weekly. No backlog carried into the following week.

• 100% of reviews below 4 stars responded to within 48 hours.

• Review generation: current monthly Shopify review volume is not recorded anywhere today. Establish the baseline in month 1. The growth target is set in month 2 against that real number rather than guessed now.

KPI 3. The Insight System (Initiative)

• Day 30: insights repository live with the tagging scheme, and the first monthly insight brief published.

• Day 60: a capture standard agreed and running with Customer Success and Operations.

• Day 90: Marketing question-design loop running, and one additional team onboarded to a capture standard.

• Day 180: the system is hand-off ready. Another person could run it from the documentation alone.

Held outcome KPI, set at month 3

Insight Acceptance. The count of insights per month that a named team accepted and acted on. This is the real measure of the role and the guard against the failure mode where instrument-building outruns conclusion-drawing. It needs three months of history before a target means anything.

General Operating Standards (the floor, not a KPI)

• Acknowledge messages within 4 working hours. Deliver or give an ETA within 1 business day. Same-day acknowledgment on items flagged urgent by the executive team.

• Weekly pre-read as the reporting instrument, not a daily end-of-day form. The work is weekly-shaped.

• Proactively surface findings, risks, and gaps without being asked.
  

Qualifications

• At least 3 years in customer or market research, consumer insights, CX or voice-of-customer work, brand planning, or an analyst role that involved talking directly to customers (required). We are hiring a specialist, not a manager.

• Strong data literacy and spreadsheet fluency (required). Can turn a messy export into a clean, structured sheet someone else can pick up and use.

• Can present (required). Turns analysis into a short, clear deck with a recommendation, for people who did not do the analysis.

• Marketing instinct (required). Connects what a customer says to what we sell and how we sell it, rather than stopping at satisfaction scores.

• Genuinely likable and easy to work with (required). This role gets what it needs from other teams through trust, not authority.

• Curious and direct in conversation (required). Hears the interesting thing in an answer and follows it, instead of moving to the next question on the guide.

• Can design and direct a customer interview (required). Writes the guide, briefs whoever runs it, and reads the output critically. Able to run one personally when needed.

• AI-fluent (required). Uses AI for synthesis, tagging, and drafting while keeping their own judgment on top of it.

• Rigorous with numbers (required). Notices when something does not add up, and says so before drawing a conclusion from it.

• Based in Metro Cebu (required). Hybrid, Wednesday to Friday on-site in Mandaue City.

• Open degree, no degree bias. Marketing, business, psychology, statistics, economics, communications, and engineering are all welcome.

• Conversational in Tagalog and English (a plus, not a requirement). Most sessions run remote and nationwide. Bisaya is a bonus for the occasional on-site session.

• Leadership potential (a plus, not a requirement). We would like someone who could grow into leading this function later. We are not looking for someone who wants to stop doing the work.

Compensation & Benefits

• ₱36,000 – ₱40,000 monthly salary

• Government-mandated benefits (SSS, PhilHealth, Pag-IBIG)

• 13th month pay

• Paid leaves upon regularization

• HMO upon regularization

• Monthly Rice Allowance