Senior Manager of Customer Insights

| Los Angeles, CA, USA
Employer Provided Salary: 130,000-160,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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About Ruggable:

Ruggable is a leading direct-to-consumer e-commerce brand based in Los Angeles, California with an extraordinary track record of high, profitable growth. We pride ourselves on having an extremely loyal customer base and a talented team made up of genuinely caring people who take action and deliver results. We are venture-backed and own a patented washable rug design that's disrupting the home décor industry. Our mission is to empower our customers to live vibrantly with beautiful products that don't compromise on function. If you're passionate about consumer products, e-commerce, and high-growth start-ups, keep reading!

Job Summary: 

Ruggable is looking for a Senior Manager of Customer Insights. In this role you will support the company-wide function tasked with deepening the understanding of Ruggable's current and potential future customers. Your work will marry the art of qualitative customer assessments with the science of rigorous quantitative analysis. Day-to-day, you will help cross-functional partners develop targeted acquisition strategies, incubate the products our customers most desire, and deliver a more delightful shopping experience. This role is perfect for an emerging leader with an affinity for analytical problem solving and deconstructing consumer behavior.

What You’ll Do:

  • Develop a deep understanding of the current and prospective Ruggable customer
  • Serve as the voice of the customer by measuring, analyzing, and recommending actions to improve customer sentiment
  • Equip cross-functional teams with data and other centralized resources that empower them to apply customer knowledge to their everyday work
  • Perform rigorous quantitative analysis (e.g., clustering) to identify patterns pertaining to customer segmentation, web shopping behavior, and more
  • Inform and analyze results of qualitative customer research (e.g. surveys, interviews)
  • Proactively identify areas of opportunity for the business (e.g. areas of under- penetration, new product offerings, physical product enhancements)
  • Build, manage, and develop a team of 1-2 associates

What You’ll Need to Have:

Required:

  • 2+ years of working experience in a consumer intelligence or related function
  • Strong ability to translate disparate information into actionable insights
  • Exceptional quantitative problem solving and analytical modeling skills
  • Advanced proficiency in Excel and Google Sheets
  • Ability to write SQL queries to extract and manipulate data
  • Ability to use programming languages (either R or Python) to perform data analysis
  • Ability to thrive in a fast-paced, entrepreneurial environment and manage multiple priorities effectively

Preferred:

  • Experience in consumer goods, home goods, and/or eCommerce businesses
  • Experience in management consulting, market research, and/or corporate strategy
  • Experience building and managing a team
  • Experience using business intelligence software (e.g. Looker)
  • Experience managing end-to-end programming, execution, and analysis of customer surveys, interviews, focus groups, etc.
  • Experience running and interpreting statistical analyses (e.g. K-Means) in a professional or academic setting

Compensation:

  • $130,000 - $160,000 per year base salary
  • An annual bonus percentage that varies based on level of role
  • Employer matching (up to 3% of base salary) for company sponsored 401K plan

At Ruggable, we offer competitive compensation and benefits packages. Ruggable is an Equal Employment Opportunity employer. We proudly recruit and hire a diverse workforce and are committed to creating an inclusive environment for all employees.

If you are based in California, we encourage you to read this important information for California residents linked here.

To all recruitment agencies: Ruggable does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Ruggable employees or any other company destination. Ruggable is not responsible for any fees related to unsolicited resumes.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • typescriptLanguages
    • GraphQLLanguages
    • ReactLibraries
    • React.jsLibraries
    • Node.jsLibraries
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • AWS RedshiftDatabases
    • AWS LamdasDatabases
    • AWS SMSDatabases
    • AWS GlueDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • RAnalytics
    • SQLAnalytics
    • TableauAnalytics
    • LookerAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • InDesignDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • ShopifyCMS
    • KlaviyoCRM
    • YotpoCRM
    • KlaviyoEmail

Location

Following Ruggable's rapid growth, we have expanded into three different office locations within about a mile of each other in the South Bay area.

An Insider's view of Ruggable

What’s the vibe like in the office?

There's a very "driven" feeling in the office. Everyone is trying to put out excellent work and keep pushing the product and the company forward. At the same time, everyone is gracious and big ego's are not common. There is an attitude of perpetual growth and learning at every level.

Allison

Graphic Design Manager

What projects are you most excited about?

I'm most excited about projects that we're undertaking to enhance our Customer Experience. Some of the most immediate projects are expanding the different channels we communicate with customers on including phone and chat. We're also looking into standing up more self-service customer friendly tools so customers always know their order status.

Benny

Customer Experience Director

How has your career grown since starting at the company?

Ruggable’s culture lends itself to entrepreneurial go-getters looking for rapid career growth. Team members are given a ton of autonomy and trusted to deliver value. Once you prove yourself, your scope and responsibilities grow quickly. I joined as an individual contributor, and one year later I’m leading a large team as Director of Core Product.

Therese

Director of Core Product

How do you empower your team to be more creative?

I find the best way to foster creativity is, ironically, to provide a healthy set of constraints and guiding principles. This creates a tremendous amount of focus and problem solving around the limitations in creative ways. It's like providing the outline of a coloring book and giving your team access to and ownership over all the colored pencils!

Linda

Chief Marketing Officer

What are Ruggable Perks + Benefits

Ruggable Benefits Overview

We value our team members as much as we value our customers. Here are just some of the benefits we offer for being part of our team:

Strong Company Culture
Fun Team Events
Career Growth Opportunities
Casual Dress Code
Emphasis on Work/Life Balance
Employee Discount

Culture
Partners with nonprofits
Ruggable sponsors animals through Face4Pets, provides rug donations through A Sense of Home and Chicago Furniture Bank, and plans to plant 100,000 trees in 2020 through One Tree Planted.
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Ruggable promotes a work-life balance by allowing employees a flexible work schedule that includes flexible start and end times.
Remote work program
Diversity
Mandated unconscious bias training
Diversity employee resource groups
Health Insurance + Wellness
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
First Friday Yoga, Peloton Online subscription
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Generous parental leave
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Paid holidays
Office Perks
Company-sponsored outings
Free snacks and drinks
Our kitchens are always fully stocked with the latest snacks, a robust coffee/espresso/tea bar, and ever-changing LaCroix flavors.
Some meals provided
Ruggable's tradition of monthly Food Truck Tuesdays are paired with a rotating list of local LA food trucks (including In-N-Out!).
Company-sponsored happy hours
We host monthly company-wide happy hours to socialize and wind down with our Ruggable family.
Onsite office parking
Free parking on-site at our offices.
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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