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Manager, Voice of the Customer

Waltham, MA or Remote

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams.  Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

Are you passionate about uncovering customer insights that drive exceptional experiences? If you blend strategic vision with strong analytical skills, and thrive on reimagining how the Voice of the Customer (VoC) can transform a business, we want you to join Constant Contact!

We are seeking a dynamic individual to develop and implement a strategic framework, robust capabilities, and key metrics for a comprehensive VoC program. You'll be instrumental in aggregating customer data and feedback from a multitude of sources, unearthing critical opportunities, and delivering high-impact insights that directly enhance customer engagement and boost lifetime value.

What you'll do:

  • Create and manage a world-class Voice of the Customer (VOC) program, providing key insights and strategic recommendations to executive leadership to drive product innovation and improve customer satisfaction.
  • Lead the collection and analysis of diverse customer feedback, encompassing both qualitative and quantitative data, to interpret customer sentiment, identify key themes, and surface actionable insights that reflect a holistic view of Constant Contact's customer perceptions.
  • Produce clear, compelling, and executive-ready reports that translate complex data into practical recommendations and measurable actions.
  • Design and advocate for innovative solutions aimed at delivering a consistently positive customer experience, empowering teams and partners with precise, actionable insights to cultivate groundbreaking customer interactions.
  • Pioneer the integration of emerging technologies, especially Artificial Intelligence (AI), to scale our VoC initiatives, enhance predictive analytics, and automate insight generation.
  • Oversee the successful deployment and continuous optimization of our customer feedback management system, converting vast customer interactions into vital customer intelligence. This intelligence will significantly accelerate Constant Contact's ability to refine the customer experience and achieve greater operational efficiencies, ultimately ensuring expected financial benefits from these engagements.

Manage and develop junior staff eager to learn and grow, contributing to a culture of continuous improvement and professional development

Who you are:

  • A Bachelor's degree is required.
  • 9+ years of experience in Voice of Customer, Customer Insights, or a related analytical role with a strong focus on Voice of the Customer (VoC) programs
  • 4+ years of experience functioning as a player-coach, developing junior staff while also running their own projects
  • Experienced storyteller that is able to be both granular when necessary as well as take a macro and strategic approach to customer voice and sentiment
  • Proven ability to develop and implement strategic frameworks for comprehensive VoC programs, including robust capabilities and key metrics
  • Demonstrated expertise in aggregating and analyzing diverse customer data and feedback (both qualitative and quantitative) from multiple sources
  • Experience in producing executive-ready reports that translate complex data into actionable recommendations and measurable outcomes
The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees

$104,000 - $130,000 USD

Why You’ll Love Us:

  • We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees. 
  • Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
  • You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
  • A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

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