Consumer Insights & CX, Manager

Create Wellness • Full-time • New York, NY, US • 3d ago

We're looking for a dynamic Consumer Insights & CX Manager to be the ultimate advocate for our customers. In this role, you will act as a bridge between our customers' needs and how our brand delivers.

On the consumer insights side, you'll lead efforts to deeply understand our audience—from designing surveys and focus groups to collaborating with social and community teams to enhance brand awareness and connection.

On the CX side, you'll oversee our outsourced customer service team, ensuring day-to-day excellence, updating FAQs and macros, and identifying key trends to share cross-functionally. You'll transform customer feedback into actionable insights that inform product, marketing, and operational strategies.

If you thrive at the intersection of data, empathy, and execution, we'd love to hear from you!

Requirements

Experience in consumer insights: Proven ability to design surveys, analyze data, and develop customer personas
CX management expertise: Preferred experience leading outsourced customer service teams, with a focus on performance optimization and creating an exceptional end-to-end customer experience
Cross-functional communication: Strong ability to distill and share customer insights with product, marketing, and operations teams
Brand-building knowledge: Familiarity with social, community, and branding initiatives to align customer insights with engagement strategies
Strong organizational skills: Capable of updating FAQs, managing communication macros, and maintaining customer feedback systems
Analytical mindset: Proficiency in Excel to analyze data sets, identify trends, generate actionable recommendations, and measure the impact of initiatives

Benefits

Competitive salary and performance-based incentives
Headquarters in NYC with openness to remote work arrangements for candidates outside of NYC
Opportunity to work with a dynamic and creative team
Join a hyper-growth startup that is highly regarded in the wellness/fitness space
Professional development and growth opportunities
Access to cutting-edge tools and resources
Medical, Dental, and Vision Insurance