Director of Customer Insights at Imperfect Foods
San Francisco, CA, US
Imperfect Foods was founded in 2015 with a mission to reduce food waste and build a better food system for everyone. We offer imperfect (yet delicious) produce, affordable pantry items, and quality meat and dairy. We deliver them conveniently to our customers’ doorsteps and pride ourselves on offering up to a 30% discount compared to grocery store prices. Our customers can get the healthy, seasonal produce they want alongside the grocery staples they rely on, without having to compromise their budget or values. We’re proving that doing the right thing for the planet doesn’t have to cost more, and that shopping for quality ingredients can support the people and resources that it takes to grow our favorite foods.
 
We're headquartered in San Francisco with operations all over the country. Check our website to see if there is an Imperfect near you!
 
We're looking for folks who are positive, motivated, and ready to change the world. If that sounds like you, drop us a line!
 
How we are protecting employees from COVID-19
 
At Imperfect Foods, employee health and safety is our top priority. We have implemented processes and precautions to prevent the spread of COVID-19 in our facilities. We provide gloves, masks, and hand sanitizer to all essential employees who must report to work. Before entering our warehouse, employees have their temperatures checked. In addition, we take great care to ensure frequently touched surfaces are sanitized throughout the day and all warehouses are fully sanitized weekly.
 
We have also implemented an Emergency Sick Leave policy providing full-time and part-time employees 2 additional weeks of paid time off and up to 26 weeks paid leave if they have a confirmed case of COVID-19.
 
About the Role: 
 
Imperfect is looking for a successful customer insights leader to join our Customer Experience team.   This role is responsible for the design, execution, analysis and socialization of the customer insights program that enables better customer understanding and improves the overall customer experience.
 
The ideal candidate will have a track record of building and scaling a best in class customer insights team and have experience in implementing an advanced insight model that provides clear action for the rest of the organization.  This position advocates for the customer and proactively drives the use of these insights into short and long term planning.  The role reports directly into our CXO.

Responsibilities

    • Establishing clear, repetitive data flows and supportive analysis to define success around customer experience. Build and maintain systems to measure performance
    • Develop team KPIs and facilitate change management to those KPIs as necessary
    • Plan, scope, execute and analyze customer research studies, working backwards from customer needs to identify areas that can drive impactful customer experience enhancements
    • Serve as a thought leader across to the company to represent “voice of the customer” insight based on Customer Experience team feedback, assisting in the build out of further product and operational improvements
    • Work closely with internal partners to resolve root cause issues found within the data
    • Facilitate special projects including retention, growth, and customer satisfaction as necessary
    • Build and manage a small team to support the business as it scales

Skills and Qualifications

    • 4-year degree (Marketing, Marketing Research, Psychology, Statistics, Mathematics, Economics, Anthropology, or Sociology a plus) and/or equivalent combination of education or work experience, MBA or MMR preferred
    • 10+ years progressive experience in consumer and shopper research/insights, Produce, Consumer-packaged goods or retail industry experience preferred
    • 3+ years supervisory experienceLevel of expertise with Excel, CRM systems, SQL, and/or Lean analysis
    • Comfortable working autonomously and managing competing/changing business priorities and project deadlines in a dynamic, fast-paced environment. Succeeds in ambiguous and unstructured situations

About You

    • You are comfortable with the unknown and can build a new process from the ground up
    • You are analytical. Your ideas for improvement programs start and end with data
    • Process efficiencies are second nature. You can identify inefficiencies at first glance and develop a plan to solve for them
    • You have a start-up mentality, making the most of what you have available to you through creative and innovative solutions
    • You get things done, driving short-term results while planning for long-term solutions
    • You are equally comfortable presenting to executives or working side-by-side with our customer-facing team
    • You have a positive, team-oriented mentality. We are better together
    • You are passionate about our mission to eliminate food waste and create a better food system for all

Details of Position

    • Full-time exempt position reporting to the CXO
    • Based out of our Tucson or San Francisco location
    • Salary and employee stock options commensurate with experience
    • Competitive benefits package including health care, paid vacation, 401K, paid parental leave, and recurring credit towards your Imperfect account!
    • Domestic travel required

Physical Requirements

    • Sedentary work; involves sitting most of the time
    • Occasional movement around the office may be necessary
    • Regular work with computers, including keyboards, mouses, and screens
    • Standing desks and / or other ergonomic accommodation is available upon request
    • Regular use of mobile devices, including smartphones and tablets
    • Occasional facilitation of customer experience, grocery packing, or delivery teams, as necessary. May need to lift up to 50 lbs.
Individuals seeking employment at Imperfect Foods are considered without regard to race, color, religion, national origin, age, gender, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
 
U.S. E-Verify Notice: Imperfect Foods participates in E-Verify in the United States. Imperfect will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.