Quadratec is the expert Jeep® parts and accessories Omni-channel retailer and wholesaler. Our obsession with Jeeps is borderline outrageous. The only thing we care more about than Jeeps is creating a mind-blowing customer experience.
Quadratec is currently recruiting and interviewing for a knowledgeable and reliable VOC Manager to join our fast-paced Marketing team. Ideal candidates will thoroughly analyze a website's design/UI, provide insightful analytics to help better understand the customer journey and be responsible for conducting Voice of the Customer (VOC) analysis through a wide range of qualitative and quantitative tools to uncover and communicate opportunities to improve the customer’s experience across all channels.
Education and Experience:
- 3-5 years’ experience in Marketing Analysis
- Bachelor’s Degree in Marketing or related field
Required Knowledge, Skills and Abilities:
- In depth knowledge of digital analytics
- Strong and effective communication skills
Duties and Responsibilities:
- Analyze Quadratec’s website key performance metrics and competitive trends
- Serve as the Voice of the Customer (VOC) to our Product Management, Tech & Brand teams
- Leverage analytical tools (i.e. Google Analytics, Quantum Metrics, etc.) to uncover issues within the customer journey and recognize ongoing themes/trends
- Monitor multiple sources of Voice of the Customer (VOC) feedback, including customer surveys, frontline staff input, product reviews, feedback on the website / app experience, and social media content to identify and assess gaps in the customer experience
- Assist in creating dashboards that share detailed & real-time customer feedback with the organization in an effort to provide a better customer experience
- Planning, implementing and analyzing A/B tests, designed to improve upon key website performance indicators (such as conversion rate, revenue, and other important metrics)
- Ties customer feedback data to customer behavioral data to drive more impactful insights and recommendations
- Responsible for supporting the Net Promoter Score work
- Continuous auditing of performance across various dimensions, identifying trends material to website performance, and working with functional teams to determine underlying causes and effects
- Lead regular tagging audits, providing best practices, and trouble-shooting to ensure accuracy
- A passionate advocate for the customer, benchmarking performance across comparable websites
Please submit cover letter, resume and availability to our Human Resources Department at [email protected].
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Quadratec is an EOE.