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Research & Customer Experience Manager

4 months ago

Manchester, United Kingdom SimpliSafe, Inc. Full time

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

We launched in the UK in 2019 and are already an award winning UK connected security business with a customer NPS in excess of 72 and an excellent rating on TrustPilot. Our customers love our service and our rapidly growing range of technology products. Helping us deliver on our mission of ‘Every Home Secure’.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.

What You’ll Do

This is an exciting opportunity to join a fast growing UK division of SimpliSafe Inc who are disrupting the Home Security business in the UK following on from great success in the US with over 3m people now secured by SimpliSafe. Established in the UK in April 2019, with office in Spinningfields, Manchester and warehouse in Trafford Park. This is an exciting opportunity to join the business as it transitions from a StartUp to a significant player in the UK Tech and Home Security market. This role is Research & Customer Experience Manager.

Primary responsibilities include:

  • Develop and implement comprehensive market research and customer experience plans covering brand health, creative testing, campaign impact, marketing mix, customer journey mapping and target audience segmentation and market sizing projects.
  • Manage all stages of quantitative and qualitative customer research projects to answer key business questions, including research proposals, questionnaire design and end to end delivery with our research partners plus analysis and reporting.
  • Manage our brand tracking research, proactively identifying opportunities and trends sharing with key stakeholders and the wider business.
  • Manage our “recommendations” strategy including Trustpilot, maximising response, strategic use of TP assets, manage negative reviews and seek positive outcomes.
  • Manage SimpliSafe’s voice of the customer programme driving improvements across all areas of the business.
  • Collect and analyse customer feedback, market trends, and competitive intelligence to identify opportunities for improvement.
  • Improve customer experience via customer journey mapping across all customer touchpoints (acquisition, onboarding, activation, plan management etc).
  • Measure the effectiveness of marketing programs and strategies.
  • Improve customer experience through effective management of key suppliers.
  • Lend your expertise to other areas of the business and support business wide projects as and when required.
What You’ll Bring
  • Marketing/Business or related degree
  • Five years proven experience in market research from an in-house or agency background
  • Excellent written and verbal comms skills
  • Highly analytical, with proven track record of converting customer data into actionable insight and sound customer strategies
  • Strong problem solving skills, taking a structured hypotheses driven approach.
  • Excellent project management and communication skills
What Values You’ll Share
  • Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
  • Aim High - Always challenging ourselves and others to raise the bar.
  • No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
  • One Team - Taking a highly collaborative approach to achieving success.
  • Lift As We Climb - Investing in developing others and helping others around us succeed.
  • Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact hr-uk@simplisafe.co.uk

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