Head of Customer Insights & Advocacy

BoF Careers; New York (NY); Presencial; USD 180.000 - 250.000; Tempo integral

Resumo da vaga

Bloomingdale's seeks a Director of Customer Insights & Advocacy to lead the company-wide customer listening, perception, and advocacy strategy. This leader will create a holistic view of the customer by linking brand perception with satisfaction, service performance, and operational outcomes into a unified insights framework.

The role demands strategic thinking and strong cross-functional influence across Marketing, Digital, Stores, and Operations.

Qualificações

• Bachelor's degree required; advanced degree in Market Research, Consumer Behavior, Business, Marketing, Psychology, Sociology, Analytics, or a related field preferred.
• 8+ years of progressive experience in customer insights, customer research, customer advocacy, Voice of Customer, brand strategy, or related disciplines.
• 3+ years of people leadership experience, including experience leading managers and developing high-performing teams.
• Retail, consumer, ecommerce, luxury, or customer-focused industry experience preferred.

Responsabilidades

• Define and lead Bloomingdale's customer insights and advocacy strategy, including brand health, customer advocacy, customer satisfaction, service performance, and customer listening programs.
• Own the Customer Insights Framework and associated KPI architecture, establishing clear measurement of customer preference, connection, advocacy, satisfaction, and performance.
• Create an integrated view of customer perception by connecting customer research, survey results, operational performance metrics, and Voice of Customer signals into a cohesive customer narrative.
• Identify and prioritize the customer issues, opportunities, and emerging trends most likely to impact customer growth, loyalty, and brand performance.
• Translate customer insights into actionable recommendations and improvement plans that influence business priorities, roadmaps, and investment decisions.
• Partner across Marketing, Digital, Stores, Merchandising, Operations, Customer Service, Supply Chain, Loyalty, and Customer Growth Strategy to ensure customer perspectives are reflected in decision-making.
• Lead the organization's customer advocacy agenda, ensuring customer feedback and performance metrics drive meaningful improvements in customer outcomes.
• Oversee customer impact reviews for significant customer-facing policies, experiences, and feature launches to proactively identify potential customer risks.
• Serve as Bloomingdale's senior partner for Macy's Inc. customer research, brand health, NPS, Voice of Customer, and customer measurement programs.
• Lead and develop a high-performing team of customer insights and advocacy leaders while fostering a culture of curiosity, accountability, and customer-centric thinking.

Conhecimentos

Customer empathy

Executive storytelling

Stakeholder management

Leadership coaching

Strategic thinking

Formação

Bachelor's degree required

Advanced degree preferred

Descrição da vaga

Bloomingdale's seeks a Director of Customer Insights & Advocacy to lead the company-wide customer listening, perception, and advocacy strategy. This leader will create a holistic view of the customer by linking brand perception with satisfaction, service performance, and operational outcomes into a unified insights framework.

The role demands strategic thinking and strong cross-functional influence across Marketing, Digital, Stores, and Operations.