As the VOC Manager, you will run and manage the Voice of Customer (VOC) program at Guitar Center. The Consumer Insights team partners with stakeholders across the organization - Store Operations, eCommerce, Contact Center, Merchandising, and Marketing - to be an advocate & bring the voice of the customer directly to the ears of decision makers. In this position, you will have an active role in the development & future direction of the VOC program at Guitar Center family of brands. Your customer-centric mindset, strong analytical approach and communication skills will help Guitar Center understand and improve customer experience across all channels and touchpoints.

Responsibilities/duties

• Develop, implement, and oversee the VOC program to meet strategic goals and optimize customer engagement, satisfaction, retention, and advocacy
• Develop and maintain mechanisms to capture VOC data across listening channels
• Utilize best practices to design and construct surveys that effectively capture customer feedback and insights
• Analyze large data sets and dig into details to assess trends along with areas of opportunity, and customer needs & expectations
• Leverage data to provide actionable insights to all relevant stakeholders and drive customer-centric decision making
• Present findings and recommendations to all levels within the organization - use storytelling skills to convey the customer story, and adapt message to persuade and influence your audience
• Serve as subject matter expert in all VOC tools and functionality, and is responsible for cultivating a Customer First culture

Minimum qualifications

• Bachelor's degree, preferably in Market Research, Business, Marketing, Economics, Psychology, other social sciences, or similar
• 5+ years of VOC, Customer Experience (CX), or other relevant experience
• 5+ years of experience in analyzing quantitative research data and delivering actionable insights in a business setting
• 3+ years of experience in designing surveys and utilizing various methods to collect feedback from customers, including programming & deployment
• Proficient at using VOC/CX management platforms (such as Qualtrics, Medallia, Alida, etc.)
• Excellent project management skills & experience
• Proven ability to translate data into clear communication of results, progress, and next-step actions. Ability to adapt communication style to audience (both written and verbal)
• Excellent interpersonal qualities, influencing, and relationship-building skills
• Attention to detail, self-motivated, and ability to work both collaboratively and independently
• Proficient in Microsoft Office Suite

Preferred qualifications

• Experience in Retail research
• Industry knowledge and VOC/CX training and/or certification
• Solid understanding of latest VOC/CX industry trends and innovations
• Experience with analytical platforms such as SPSS, Tableau, etc.
• Awareness of advanced analytics and their appropriate application