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Form of workJob Summary
The primary purpose of the Sr. Manager, Enterprise Customer Insights is to own all customer research for Lowe's US in a few key areas such as Customer Experience, Services, Marketing, Store Ops, Merchandising, Pro and Digital. This individual must operate with autonomy, meeting with key business partners on strategic business initiatives, translating needs into research learning plans. The Sr. Manager, Enterprise Customer Insights designs, executes and summarizes research insights to drive business action and effectively manages the team and budget.
Key Responsibilities
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Partners with key business partners for example in Services, Pro, Digital, Marketing, Merchandising, or Store Ops on most strategic Lowe's initiatives, translating business needs into research plans, so that the customer is at the center of decision making.
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Responsible for leading and managing a business area/pillar that serves an executive leadership team member.
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Creates annual strategic research learning plans for businesses owned /ensures research learning plans for all businesses within business area/pillar are completed and actioned against.
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Responsible for sharing research learning plans, project plans (including design, survey, analytical plans), and research output with Customer Insights Director for alignment and approval.
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Exercises a great deal of autonomy in Customer Insights problem solving and delegates work to insights professionals on their team, appropriately, to complete project requirements.
• Owns ensuring research output is high quality, free from errors and that findings/output are grounded in research science but communicated in a way that is simple and highly actionable for business partners.
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Understands research trends and new methodologies and applies them to research plans to drive better business decisions and success.
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Develops new approaches and recommends improvements to improve insights generation and business impact. Uses principles of research and statistics of methodology.
• Integrates insights from multiple projects into more strategic insights to grow the Lowe's business.
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Shares business recommendations with VPs, SVPs and in some cases, EVPs to create strategic analyses, board recommendations, and CEO/ELT recommendations.
• Serves as direct business link to answer key questions for businesses owned and for pillar as a whole, as needed.
• Appropriately manages the work assignments of managers, sr. analysts and analysts on the team, coaching them as appropriate.
• In partnership with the Customer Insights Director/Senior Director, assesses and builds out training plans for the team within their pillar, customized to address skills gaps in methodologies, analytics/statistics, communication for impact, etc.
• Manages primary research budget in the most effective manner while addressing the key needs of the business. Partners with suppliers to bring in best-in-class research techniques.
• In partnership with the Director/Sr. Director, serve as external face of Lowe's customer knowledge at key conferences and recruiting events.
• Is naturally curious about the customer and is the customer advocate/voice within their supported business area.
• Designs, executes, and summarizes research, taking insights, analytics, customer frameworks, and models to drive impact and action behind those insights. Uses advanced research statistics for in-depth data quantitative analysis and customer models and summarizes key insights from the analytics.
Required Qualifications
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Bachelors Degree in Business, Marketing, Finance Statistics, Econometrics, Information Sciences, Applied Quantitative or related field
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8+ years experience in primary consumer research/market research field
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3+ years experience proven business impact.
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3+ years experience leading a team
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Experience with Microsoft Office tools (e.g., Word, PowerPoint, Excel)
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Experience coaching others and operating as a team to drive business impact
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Mastery of unique market research areas such as Marketing, In-Store Experience, Retail, etc.
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Experience working with analytic/research software (e.g., SPSS, Wincross, Sawtooth, SAS, Decipher, Qualtrics, etc.).
Preferred Qualifications
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Master's Degree in Market Research, Behavioral Psychology, or related field
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4+ years experience in market research field
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Experience working in a retail environment
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Concentration in relevant area (Psychology, Market Research, Statistics)
About Lowe's
Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 17 million customer transactions a week in the U.S. With total fiscal year 2022 sales of over $97 billion, approximately $92 billion of sales were generated in the U.S., where Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.
Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
