Senior Manager, Customer Strategy

The Home Depot; Atlanta (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

The Home Depot is seeking a Senior Manager of Customer Strategy to translate customer insights into actionable business decisions and partner with executive leadership across operations, merchandising, marketing and e-commerce.

This role leads qualitative and quantitative research, manages vendor relationships, and mentors a small team while ensuring the organization remains relentlessly focused on customer needs.

Qualifications

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Minimum 7 years of work experience.
• Advanced degree highly desirable; MBA preferred.

Responsibilities

• Translates nebulous, unstructured questions into addressable project objectives and leads customer research.
• Partners with business units to provide customer input to key decisions and conducts qualitative/quantitative research.
• Provides informal guidance and coaching to managers on the team and organizes trainings.
• Manages onsite vendor resources and reviews content quality for quarterly customer deep dives.

Education

Associate degree

Job description

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:

The Senior Manager of Customer Strategy is the voice of the customer within The Home Depot, identifying, analyzing and delivering compelling customer insights that drive clear business actions and outcomes. Acts as internal consultant to the company, evaluating customer needs and market trends and making recommendations for action in alignment with the Company's overall strategy. Acts as thought partner with all areas of the Company, including executive leadership, operations, merchandising, marketing and e-commerce. Builds advocacy for sustained organizational investment in customer understanding. Challenges the organization to be relentlessly focused on the needs of the customer and shopper.

Key Responsibilities:

• 50% Special strategic projects -Translates nebulous, unstructured questions into addressable project objectives. Independently drives work forward in ambiguous situations. Leverages vendor partners where needed to choose appropriate research plan & conduct qualitative & quantitative customer research. Connects data to draw conclusions
• 30% Business Decision Support - Partners w//business to provide customer input to business decisions. Partners w/business to understand key questions/upcoming decisions. Independently drives work forward utilizing/leveraging playbook & vendor partnerships to choose research plan & conduct qualitative/quantitative research.
• 10% Team support and enablement - Provides informal guidance and coaching to Managers on the team. Organizes team trainings and learning opportunities.
• 10% Onsite vendor management -Manages on-site vendor resource who is responsible for ongoing customer tracking study & other ad hoc requests. Ensures resource is focused on appropriate topics (topics for quarterly customer deep dives) & reviews work for quality of content. Provides coaching/advice on opportunities for improvement

Direct Manager/Direct Reports:

• Position reports to Director, Customer Insights
• This position has 3 direct reports

Travel Requirements:

• Typically requires overnight travel 5% to 20% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Advanced degree highly desirable; MBA preferred
• Previous experience with a top-tier consulting firm
• Experience managing vendor relationships
• Experience in the application of research findings and customer analytics to the retail environment
• Direct experience in the efficient analysis of extremely large datasets desired
• Extensive knowledge of statistical methods and modeling

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a associate's degree program or equivalent degree in a field of study related to the job.

Minimum Years of Work Experience:

• 7

Competencies:

• Ability to assimilate extensive amounts of detailed data to see the big picture, analyze, and summarize vast amounts of information as well as understand all of the detail supporting the analysis.
• Ability to provide structure and direction when given nebulous, unstructured problems with minimal guidance.
• Intellectually curious, conceptual thinker, able to set ideas into broad social science context.
• Project management, leadership, and solid ability to problem-solve creatively.
• Solid organizational skills, analytical ability to work with processes, numbers, and statistics.
• Must be an excellent communicator, with strong presentation skills, with strong ability to develop and state business recommendations or "so whats."