Guitar Center, Inc. Westlake Village , CA 91361
Posted 3 days ago
As the VOC Manager, you will run and manage the Voice of Customer (VOC) program at Guitar Center. The Consumer Insights team partners with stakeholders across the organization - Store Operations, eCommerce, Contact Center, Merchandising, and Marketing - to be an advocate & bring the voice of the customer directly to the ears of decision makers. In this position, you will have an active role in the development & future direction of the VOC program at Guitar Center family of brands. Your customer-centric mindset, strong analytical approach and communication skills will help Guitar Center understand and improve customer experience across all channels and touchpoints.
Responsibilities/duties
Develop, implement, and oversee the VOC program to meet strategic goals and optimize customer engagement, satisfaction, retention, and advocacy
Develop and maintain mechanisms to capture VOC data across listening channels
Utilize best practices to design and construct surveys that effectively capture customer feedback and insights
Analyze large data sets and dig into details to assess trends along with areas of opportunity, and customer needs & expectations
Leverage data to provide actionable insights to all relevant stakeholders and drive customer-centric decision making
Present findings and recommendations to all levels within the organization - use storytelling skills to convey the customer story, and adapt message to persuade and influence your audience
Serve as subject matter expert in all VOC tools and functionality, and is responsible for cultivating a Customer First culture
Guitar Center, Inc.