Manager, Voice of the Customer

OUR STORY

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. 

OUR VALUES

Customer First. Customer satisfaction is our highest priority.

High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.

Essential design. We don’t chase trends, and we don’t sell everything.  We’re expert curators that find the very best and bring it to you at the lowest prices.

Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.  

Environmentally and Socially conscious.  We’re committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.

OUR TEAM AND SUCCESS 

Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.

THE IDEAL CANDIDATE:

We are looking for a proactive, data-driven Manager to build and lead our Voice of the Customer (VOC) program. You’ll analyze both qualitative and quantitative customer feedback to provide actionable insights that influence product and service enhancements. By partnering with teams across the organization, you’ll help prioritize customer needs and drive strategic decisions that improve the customer experience.

RESPONSIBILITIES:

• Establish a repeatable flywheel for collecting, synthesizing, and acting on customer feedback in support of CS OKRs
• Analyze qualitative and quantitative customer feedback to uncover trends, pain points, and actionable insights that inform product and service improvements.
• Create and maintain reports and dashboards to track and communicate key customer insights and trends across the organization.
• Work backwards from customer feedback to influence the company’s roadmap and strategy, ensuring that customer needs are a core focus in decision-making.
• Build strong relationships with teams in Merch, Marketing, and across the Customer Support function to advocate for improvements to the customer experience.
• Track and measure the impact of product and service changes on customer satisfaction and experience, using data to refine and optimize VOC efforts.

QUALIFICATIONS:

• 3-6 years of relevant experience
• Strong analytical skills, with experience in analyzing both qualitative and quantitative data to drive decision-making.
• Excellent written and verbal communication skills, with the ability to translate insights into clear, actionable recommendations for senior management.
• Experience creating digestible reports, dashboards, and presentations that effectively communicate customer insights to both technical and non-technical audiences.
• Ability to build relationships and influence cross-functional teams in a dynamic, fast-paced environment.
• Passion for providing an exceptional customer experience and ensuring customer trust.

Security Advisory: Beware of Frauds

At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.