MICROSOFT RETAIL STORE - VOICE OF THE CUSTOMER, Marketing in Redmond, WA


TitleMICROSOFT RETAIL STORE - VOICE OF THE CUSTOMER
CategoryMarketing
LocationRedmond, WA
DivisionMarketing
Date AddedDecember 5, 2014
Open Positions1

SUMMARY:

Technology enhances your life - your job should too. At Microsoft Retail Stores, that is what we believe. We are the hub of Microsoft's cutting-edge devices and services, here to provide customers with a world-class experience in this mobile-first, cloud-first world. We serve as centers of innovation, connecting customers with technology that simplifies their lives and inspires their creative potential. As a member of the Retail Stores team you will cultivate the skills to pave the way for your ultimate career path. Your unique talents, perspective, and abilities will help inform our journey and transformation as a company. We are seeking teammates who are dedicated to finding deeper meaning and purpose in their work. Join our journey - find your passion.

The Microsoft Online Store has become one of the largest purveyors of Microsoft products and solutions worldwide, and we are poised to continue this significant growth. A key pillar of our growth strategy is the belief to be customer obsessed. Everything we do is centered on the customer experience. Every engagement we have is an opportunity to build a delightful relationship. Our success centers on the customer's satisfaction, and we aim to be the trusted source to deliver choice, value, and service to our customers.

If you are a seasoned leader in representing the voice of customers, and is skilled in delivering highly actionable, high-impact customer insights with a demonstrated track record of implementing listening mechanisms, data analytics, and command a strong working knowledge of e-commerce technical capabilities, we'd like to hear from you!

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

- Transform 'voice of the customer' inputs into product, marketing, merchandising, and sales insights.
- Drive appropriate research and analysis with customer support and analytics teams, and synthesize input from all listening mechanisms from surveys, data collection feedback systems, and reporting/dashboards.
- Collaborate with customer support team, platform and UX engineering teams to drive systematic capture of customer issues. Catalog customers' escalations to ensure they are routed appropriately and tracked to completion.
- Drive reporting and actionable insights from the post-purchase/browse surveys and customer support data with key stakeholders including worldwide regional teams and the Store leadership team.
- Champion the awareness, understanding, and utilization of customer insights across stakeholders such as Product Marketing Group, Consumer Channels Group, Merchandising and Marketing teams.
- Drive strategic discussions with business partners to understand retail trends, shopper behavior, consumer needs, and in-store experience drivers, consumer's overall purchase journey, drivers of satisfaction, and performance relative competition
- Drive strategic planning and tactical enhancements to deliver the best possible customer experience across all touch points such as website, phone, chat, email.
- Be the customer advocate in internal prioritization meetings such as the RedZone where we review options and ways to improve the experience.

BASIC QUALIFICATIONS:

- 5+ years of research, analytics, and business insights experience.
- 3+ years of e-commerce and retail experience.
- Ability to partner and communicate effectively across and at all levels of the organization.
- Demonstrated ability to impact and influence business decisions in a highly matrix environment.
- Demonstrated success in leading virtual teams and participating in cross-functional teams.
- Strong decision-making and critical thinking ability; able to develop unique methods of analysis where traditional methods do not yield results.
- Exceptional ability to extract simple yet accurate inferences out of complex business situations with ability to keep focus on the big picture.
- Demonstrated ability to manage multiple priorities, projects, and deadlines simultaneously.
- Ambitious, independent, self-starter with strong business acumen and the ability to effectively manage competing priorities.
- A Bachelor's degree is required; MBA or related graduate degree is strongly preferred.

Microsoft is an equal opportunity employer.- All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

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