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Used furniture marketplace without the hassle (YC W14)

Senior Customer Insights Manager

$75k – $110k • 0.05% – 0.2%
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AptDeco is looking for a Senior Customer Insights Manager to join our small collaborative team creating a delightful experience for buying and selling used furniture online.

In short, our Senior Customer Insights Manager
- Loves analytics
- Understands our customers and enjoys making them happy
- Effectively develops team talent
- Is a thought leader that will work with our executive team to deliver on the company vision

- Love analytics and know how to take data and use it in the most efficient way to provide clear and easy to understand findings
- Love analyzing information, determining a path forward and implementing impactful initiatives to improve the business
- Can think strategically while also loving to dive into the details in order to solve problems
- Can empathize with customers while also understanding business dynamics in order to find the best solution for all
- Have the ability to energize and galvanize team members while also being able to hold them accountable
- Are a proven leader with direct experience scaling teams

You will:

Oversee the Customer Experience:

- Manage, hire and onboard a team of best-in-class Customer Support Advocates
- Work closely with engineering, marketing and product to implement initiatives to improve the customer journey
- Handle escalated customer experience issues
- VIP and business customer retention and programs
- Management of NPS Score, reviews etc
- Mange evolution of company policies
- Implement quality & coaching reviews
- Translate customer needs into product development opportunities

Manage and Develop our Customer Analytics:

- Build and understand customer profiles to build retention campaigns (i.e. cohorts)
- Produce, analyze and implement initiatives based on consumer data
- Build, manage, and review operation team metrics and KPIs (response times, on time arrival %, happiness rating)
- Develop hiring models and a vision for how to best scale support as we 5x → 10x → 100x our customer-base

You have:

- 5+ years of relevant experience
- Strong data organization and manipulation skills
- Proficiency in all things analytics including Excel, BI & Analytics tools
- Ability to adhere to and enforce project timelines and scheduled deadlines
- Detail-oriented with exceptional organization, task and time management
- SQL experience nice to have
- Passion for learning
- Knowledge of industry best practices

Meet your team

People you would work with in this role
Founder AptDeco. Strong engineering & business backgrounds (Electrical Engineering from UMD College Park, Wharton MBA, & ex-Goldman Sachs.)

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