Full Job Description
The Manager of Customer Strategy is the voice of the customer within 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 a 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.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
35% Business growth and customer opportunity identification
Helps translate customer needs and wishes into business opportunities.
Acts as a dedicated key contact for several internal clients/departments and aligns with them to provide support through solving their business problems with focused and actionable insights
Helps recommend which customer needs should be pursued for future development and works with Sr. Manager and business partners to develop solutions to address those needs.
Helps assess customer receptivity to ideas through conducting primary and secondary research.
Uses customer and marketplace understanding to provide strategic guidance and actionable business recommendations.
Supports the business’ process for gauging in-market potential for new products and initiatives based on customer reactions.
30% Special strategic projects
Special strategic projects will be driven by the annual strategic planning process and ELT request
25% Market and trend analysis
Helps implement insight plan for the monitoring of customer and marketplace trends and competitive dynamics; transforms data into actionable customer insights, influencing decisions and behaviors of cross-functional leadership.
Helps build and contribute to foundational understanding of customer and marketplace dynamics.
Synthesizes disparate data, both internal and external, into insights that drive successful market actions.
10% Maintain a strategic fact base (customers, customer experience innovation, retail trends, etc.) to help shape executive decision-making
Become a subject matter expert to become the “go to” for specific areas of the business (ie, knows the most about the pro customer).
NATURE AND SCOPE
Position reports to Sr. Manager Customer Strategy
No direct reports
ENVIRONMENTAL JOB REQUIREMENTS
Environment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel: Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Education Required: The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 5+ years
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.
Advanced degree highly desirable; MBA preferred
Previous experience with a top-tier consulting firm
Experience in the application of research findings and customer analytics to the retail environment
Experience with qualitative and/or quantitative research methodologies
Knowledge, Skills, Abilities and Competencies:
Ability to assimilate extensive amounts of structured and unstructured data and insights to see the big picture, analyze, and summarize vast amounts of information as well as understand all of the detail supporting the analysis.
Intellectually curious, conceptual and critical thinker, able to set ideas into broad social 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, and strong ability to develop and state business recommendations or “so whats.”
Experience discovering and activating customer insights that lead to sales growth in the form of new product or service launches, existing product improvements and improved marketing efficiency
Understanding of basic statistics related to interpreting quantitative data