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Director, Customer Lifecycle & Insights

Company: Staples
Location: Framingham
Posted on: June 1, 2021

Job Description:


Staples Connect is focused on our customer and our community. As a Director, Customer Lifecycle & Insights

for Staples, you will be at the forefront of our evolving strategy and culture by driving the development and communication of deep customer insights that can lead our go-to-market strategies and evolve our culture.  This role will partner cross-functionally to develop highly targeted customer strategies around segments and verticals to maximize marketing investment and customer lifetime value.  In addition, this leadership position will be the project management lead overseeing the overall strategic plan for the company – managing Executive Leadership Team progress read out and, strategic owner meetings.

This team leader must be able to partner with the business to understand the challenges and environment and bring actionable insights from a variety of resources to bear in timely manner.  This includes formal qualitative and quantitative research, vendor and partner insight acquisition, social listening and ad hoc customer engagement as well as general industry and customer research. This role must also be able to build a team and skill set to modernize our approach to customer lifecycle insight and management.

This role is highly visible as the project lead of the strategy work with the ELT and as the key SME for customer insights - the one person who has a 360 view of what our current customers are doing and saying, what our potential customers want and need and has a plan to maximize our target segments.  This role is also highly cross-functional and requires adept communication skills - moving between analytics partners to merchants and marketing, presenting at the c-suite level and talking to store teams and customers.

Our people are the heart of our success and we believe in collaboration, curiosity and continuous learning in all that we think, create and do. We are investing in our people and our stores, empowering our people to learn, grow and deliver. Come be a part of a team that's leading the way in a new era of working and living.

Business Impact:

  • Develop and execute a varied and impactful customer research plan from Brand Trackers, to online communities and pulse surveys, to deep category and customer projects as well as integrating 3rd party reports, vendor insights and internal cross functional sources (like Customer Service, Social Listening).
  • Develop and execute an impactful Voice of the Customer plan to support Staples evolution to more customer-centricity in our go-to-market planning and to provide deep customer insights to leadership and relevant teams.
  • Partner to develop and execute customer strategies that acquire, nurture and retain target customers. This includes understanding customer needs and “moments that matter” across segments, how to maximize the customer journey over time, and how to identify new customers. Effectiveness here requires partnership with merchant, marketing and operations teams to provide the right offering, message and experience to fulfill the need 
  • PMO the overall strategic plan for the company to ensure all strategic owners are moving forward and have support needed
  • You will reshape the current team to achieve goals as well as assess skills, identify and fill gaps


Essential skills and experience:

  • 8+ years in data analytics, customer lifecycle/segmentation or insights roles
  • BA required

Preferred skills and experience:

  • The ability to distill and synthesize strategic insights for different audiences- what matters, to whom, when – from store associates to the CEO
  • Possess a solid understanding of analytic capabilities and methodologies to effectively partner with that team to get to the meaningful insights needed to drive the strategy
  • Excellent written and verbal communications skills


Click to learn more about the employee benefits, programs and perks offered at Staples.

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

Keywords: Staples, Framingham , Director, Customer Lifecycle & Insights, Other , Framingham, Massachusetts

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