Manager of DA Ratings & Reviews and Voice of Customer

WCL Group; Plano (TX); On-site; USD 65,000 - 93,000; Full time

Job summary

WCL Group in Plano, TX is seeking a data-driven VOC analyst responsible for owning end-to-end ratings and reviews strategy across retail and DTC channels. You will transform large volumes of feedback into a single source of truth to guide marketing and product decisions.

Collaborate with Product Marketing, Customer Service, and Marketing teams, build monthly scorecards and executive summaries, and explore AI-enabled text analytics to accelerate insights and drive impact on launches.

Qualifications

• Bachelor's degree in Marketing, Business, Data Analytics, or related field, or equivalent practical experience.
• 3-5 years of VOC, market research, or ratings and reviews management experience in consumer electronics or durable goods.
• Experience with ratings and reviews platforms and/or text/sentiment analytics tools.
• Hands-on experience with Sprinklr or similar enterprise VOC platforms for sentiment analysis and reporting.
• Strong analytical skills to turn large datasets into actionable insights.
• Proven cross-functional collaboration to drive action from customer feedback.

Responsibilities

• Own end-to-end ratings and reviews strategy across retail and DTC channels.
• Translate unstructured feedback into prioritized insights for product and marketing teams.
• Partner with Product Marketing, Customer Service, and Marketing to influence product messaging and launches.
• Build a repeatable VOC reporting cadence (monthly scorecards, quarterly reads, executive summaries).
• Identify and adopt new listening tools or AI-assisted analytics to improve speed and predictive value.
• Drive review volume by coordinating with stakeholders toward KPI targets for launches.

Skills

VOC analytics

Stakeholder management

Data storytelling

Communication

Cross-functional collaboration

Education

Bachelor's degree in Marketing, Business, Data Analytics, or related field

Tools

Bazaarvoice

PowerReviews

Yotpo

Sprinklr

Medallia/Qualtrics/Clarabridge

Excel/Power BI/Tableau

Job description

CLIENT HIGHLIGHT

The client you will be working for is a Top 20 Fortune Global 500 Consumer Electronics and Technology Company. This opportunity will give you experience in the technology sector in the United States with a company that is a globally recognized leader in smartphones, televisions, home appliances, and semiconductor innovation — and one of the most well-known brands in the world.

LOCATION

Plano, TX

COMPENSATION

$57.25/hour

SCHEDULE

Working Model: Fully onsite. Monday-Friday, 8am-5pm.

CONTRACT TERM

6-month contract with a very high likelihood of extension/conversion to full-time.

POSITION OVERVIEW

This role owns the end-to-end ratings and reviews strategy across retail and direct-to-consumer channels, turning fragmented customer feedback into a single, trusted source of truth that marketing and product teams rely on for decision-making. The role translates large volumes of unstructured review and survey data into clear, prioritized insights, partners with Product Marketing, Customer Service, and Marketing teams so voice-of-customer (VOC) findings influence product improvements, messaging, and launch readiness, and builds a repeatable VOC reporting cadence for leadership.

RESPONSIBILITIES

• Own the end-to-end ratings and reviews strategy across retail and DTC channels, turning fragmented feedback data into a single, trusted source of truth that marketing and product teams rely on for decision-making.
• Translate large volumes of unstructured review and survey data into clear, prioritized insights, identifying the handful of issues or opportunities that matter most.
• Partner cross-functionally with Product Marketing, Customer Service, and Marketing teams to ensure VOC findings directly influence product improvements, messaging, and launch readiness.
• Build and maintain a repeatable VOC reporting cadence (monthly scorecards, quarterly readouts, and executive summaries) that gives leadership a real-time pulse on brand and product sentiment.
• Identify and stand up new listening tools, sentiment analysis methods, or AI-assisted text analytics to make the program faster and more predictive rather than purely retrospective.
• Drive ratings and reviews programs by partnering with key stakeholders to drive quantifiable review volume against identified KPIs for key product launches and ongoing review incentivization across the portfolio.
• Track ratings and reviews performance against competitors, flagging emerging risks (e.g., quality issues surfacing in reviews before they show up elsewhere) so teams can respond proactively.
• Champion a customer-centric mindset across the client's appliances organization, coaching stakeholders on how to read and use VOC data rather than just handing them a report.

REQUIRED QUALIFICATIONS/SKILLS

• Bachelor's degree in Marketing, Business, Data Analytics, or a related field, or equivalent practical experience.
• 3-5 years of experience in voice-of-customer, market research, customer insights, or ratings and reviews management, ideally within consumer electronics, appliances, or another durable goods category.
• Demonstrated experience working with ratings and reviews platforms (e.g., Bazaarvoice, PowerReviews, Yotpo) and/or text/sentiment analytics tools.
• Hands-on experience with Sprinklr (or a comparable enterprise VOC/social listening platform such as Medallia, Qualtrics, or Clarabridge) for sentiment analysis, theme detection, and reporting across reviews and customer feedback channels.
• Strong analytical skills with the ability to synthesize large, messy datasets into clear narratives and recommendations for non-technical stakeholders.
• Proven track record partnering across marketing, product, and CX functions to drive action from customer feedback, not just report on it.
• Excellent written and verbal communication skills, including comfort presenting findings to senior stakeholders.
• Proficiency with data visualization/reporting tools (e.g., Excel, Power BI, Tableau, or similar).

PREFERRED QUALIFICATIONS

• Experience in the consumer electronics, appliance, consumer durables, or connected home/IoT product categories.
• Experience working in a large, matrixed organization with multiple internal stakeholders.
• Prior contract or project-based work where you had to ramp quickly and show impact fast.

TOP SKILLS

• Analytics
• Project Management