Customer Insight Manager, Petlab
$80-130k
OTE
OTE inclusive of base and bonus
Mid and Senior level
Remote in US
Food and supplements for pets
Open for applications
Food and supplements for pets
101-200 employees
HealthcareB2CRetailFoodPetsWellbeingeCommerce
Open for applications
$80-130k
OTE
OTE inclusive of base and bonus
Mid and Senior level
Remote in US
101-200 employees
HealthcareB2CRetailFoodPetsWellbeingeCommerce
Company mission
To maximise the health and well-being of every pet.
Role
Who you are
- If you’re passionate about using customer insight to drive brand improvement and business growth, then this might be the perfect fit
- The ideal candidate has experience in both qualitative and quantitative research methods and thrives in an environment that values customer feedback to drive strategic decisions
- So, if you’re excited about engaging directly with customers, digging deep into their experiences, and working with teams to make data-driven decisions to increase CR% and LTV, then please keep reading!
- Customer Research Expertise: Experience in conducting customer interviews, creating and analyzing surveys, and interpreting qualitative and quantitative data to inform business strategy
- Strategic Mindset: Ability to provide actionable recommendations based on customer feedback to improve marketing, product, and customer service efforts
- Cross-functional Collaboration: Experience working with various teams (marketing, product, customer service) to communicate insights and drive business decisions
- Data-driven Approach: Adept at segmenting customer insights by groups (e.g., SKU, subscription vs. one-time purchases, RFM cohorts) to uncover trends and provide targeted recommendations
- Proven Track Record: Demonstrable experience in leveraging customer insights to influence business strategy, with examples of improving CR%, LTV, or similar metrics
- 3-5 Years in Customer Insight/Research: Experience in customer research roles, preferably within a consumer-facing business
- Data-driven: Strong analytical skills, comfortable with interpreting quantitative and qualitative customer data to extract actionable insights
- Proactive Communicator: Ability to translate customer feedback into clear, actionable recommendations for cross-functional teams
- Empathy and Curiosity: A genuine curiosity for understanding customer behaviors and an empathetic approach to addressing their needs
What the job involves
- We're looking for a hands-on, insight-driven Customer Insight Manager to gather customer feedback and data at key touchpoints in their journey
- This role is critical for understanding customer expectations, identifying pain points, and collaborating across teams to enhance customer retention and loyalty
- You’ll help us uncover what makes customers choose us, continue purchasing, or why they may not repurchase
- By conducting interviews and creating surveys, you’ll provide actionable insights that will directly impact our marketing, product development, and overall customer experience
- Hours: 8:30 a.m. to 5:30 p.m. ET (with some flexibility based on location)
- We need a Customer Insight Manager who will take ownership of gathering insights from customers throughout their journey—from their first visit to our site to months after purchasing
- Your insights will inform decisions across multiple teams, helping us prioritize key initiatives to improve CR% and LTV
- Research Execution: Successfully design and execute both qualitative and quantitative research initiatives to gather valuable customer insights. This includes conducting interviews, surveys, and focus groups to ensure a comprehensive understanding of customer experiences and expectations
- Insight Synthesis and Reporting: Synthesize research findings into actionable insights and present them, alongside proposed actions, to key teams and stakeholders promptly. Your ability to communicate these insights effectively will facilitate timely decision-making and prioritization of initiatives across the organization
- Conversion Rate (CR%) Improvement: Drive improvements in conversion rates by leveraging customer insights to optimize the customer journey, marketing strategies, and product offerings
- Repeat Rate & Lifetime Value (LTV) Enhancement: Contribute to the increase in customer lifetime value through targeted initiatives informed by customer feedback and research findings
- Team Collaboration: Foster a collaborative environment by actively engaging with cross-functional teams (marketing, product, customer service) to ensure that customer insights are effectively integrated into their strategies and initiatives
- 20% Survey Design: Creating and distributing surveys to capture quantitative data and supplement insights gathered from interviews
- 45% Customer Interviews: Speaking directly to customers to gather qualitative feedback on their experiences, expectations, and pain points
- 25% Cross-functional Collaboration: Working with marketing, product, and customer service teams to prioritize initiatives based on customer feedback
- 10% Strategy and Reporting: Reporting on key findings, trends, and actionable insights to inform strategic decisions across teams
Our take
Petlab Co is a direct-to-consumer pet supplement company. Founded by serial entrepreneur brothers, Christopher and Andrew Masanto, it has become one of the fastest-growing pet company in the USA.
Petlab Co’s focus on environmentally friendly pet food and probiotic supplements had a built-in market already, and that community has grown exponentially through digital marketing prowess.
The company has expanded its global presence by launching in Canada & Europe, with support from HSBC UK. Petlab Co are now focused on growing their team and targeting new audiences.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
18% employee growth in 12 months
Company
Company benefits
- Home Office Stipend
- Pet Friendly Office
- Collaborative Working Space
- Flexible working hours
- Company Equipment - You choose between a mac or a PC!
- Audible subscriptions - We love to promote and encourage personal & professional development so we couldn't be happier to pay for audio-books subscriptions of your choice on Amazon
- Employee Assistance Programme - We make sure our team is covered for a range of different circumstances personally and professionally, and have an employee assistance program that provides a complete support network of expert advice for the ultimate work/home life balance
- Pension Scheme - contributions towards your pension scheme!
- Cycle to work Scheme - Who doesn't love a brisk cycle into work! We have secure bike storage with a service lift and entrance dedicated to our wonderful cyclists
Company values
- Improve the lives of pets
- A commitment to quality
- Build loving communities
Company HQ
London, UK
Articles
Leadership
Christopher Masanto
(CEO)Currently Investor at Oura, Spiritual Gangster and Seed Health.
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