About Clarus Commerce

At Clarus Commerce, our focus is on the employee, their growth and their work/life balance satisfaction is always Top of Mind. The minute you step through the door, you’ll be joining a company that values everyone’s opinion, rewards and recognizes exemplary work, and loves to have fun.

You’ll also be a part of a business that is constantly being recognized for excellence. We’ve been chosen as a “Top Workplace” eight years in a row, we have been named one of Boston’s Best & Brightest, a “Top Company Culture” nationally and have been featured in The Wall Street Journal, The Boston Globe, Cosmopolitan and Time Magazine. Life is too short, so join a company where you can turn a job into a career—and have a great time doing it.

Clarus Commerce specializes in building custom premium loyalty programs for our clients. We also have a direct to consumer business where we manage consumer facing subscription shopping products, such as ShopSmarter and FreeShipping.com.

TEMPORARILY A REMOTE WORKPLACE DUE TO COVID-19

Position Overview:
Reporting to the Director, Loyalty Product Management, the Member Insights Manager will lead the brand learning plans for Clarus’s wide range of Premium Loyalty programs. This manager will be responsible for collecting, interpreting, and communicating Premium Loyalty member insights that will influence strategic business decisions, quarterly and annual roadmaps, user experience issue resolutions, and product and communication enhancements across our loyalty programs.

A successful Member Insights Manager can develop and execute a plan, using various tools and methodologies, that will help the Premium Loyalty team uncover member behavior trends and guide our overall strategy with the goal of better serving the member base and improving the member experience. The Member Insights Manager will work closely with members of the Product team they are a part of as well as the Analytics and Client Services teams to act as the voice of the customer by making recommendations for member experience improvement. Strong communication, analytical, critical thinking, and presentation skills are a must. This role requires a genuinely curious individual with a passion for consumer insights and reliance on data.

Once the Company returns to the office in October, the Member Insights Manager will have flexibility to routinely work from home for part of the week.

Duties and Responsibilities of Member Insights Manager:
  • Create and lead a brand learning and insights roadmap as well as establish and refine current best practices
  • Work with other members of the Product team to proactively identify, develop, and drive key consumer insight projects
  • Plan, facilitate, and support member research by working closely with internal teams and external vendors as well as manage the insights budget and contracts where applicable
  • Use both quantitative and qualitative data sources when available to gather data and successfully generate results
  • Be the voice of the member by building a deep understanding of our member base and act as an advocate for measurable change to improve the member experience and meet our company goals
  • Lead and manage projects conducted in-house and in conjunction with external research vendors, staying on track from both a budget and timing standpoint
  • Offer insights on how to add to, or enhance, the capabilities of the tools currently available to us
  • Provide distilled, impactful insights that inform strategic business decisions for the company
  • Formulate presentations and recommendations based on member insights, which will require excellent presentation skills
  • Ensure appropriate feedback trends are identified and raised to the appropriate departments
 
Skills and Experience of Member Insights Manager:
  • About 4+ years of experience working on consumer insights projects or member experience data analysis
  • Demonstrated ability to generate actionable insights from feedback analysis
  • Demonstrated thought leadership, critical thinking skills, effective communication, curiosity, problem solving, time management skills, and attention to detail
  • High intellectual curiosity and capacity to constructively question assumptions
  • Exceptional knowledge of insights-supporting applications including Word, Excel, and PowerPoint, etc. and proficiency in market research tools (e.g. Medallia, Trustpilot, UserTesting, Tableau, focus group facilitation, etc.)
  • Passionate about advocating for and continuously improving the member experience
  • Ability to work closely and well with team members and cross-departmentally, working towards the goals of the organization - #TEAM!

Clarus Commerce is proud to be an Equal Opportunity/Affirmative Action employer. As such we are collecting this data from applicants. Completion of this data is voluntary and will not affect your opportunity for employment or terms or conditions of employment. This data will be used for reporting purposes only and will be kept separate from all other personnel records and only accessed by the Human Resources Department. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis prohibited by law.

Department: Product
This is a full time position

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