Customer Insights Director in Huntersville, NC at American Tire Distributors

Date Posted: 6/29/2020

Job Snapshot

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Job Description

We look forward to your application! When applying, please be sure to put your Full Legal First Name and Last Name for legal and processing purposes.

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. 

Position Description: 

At American Tire Distributors, our associates are our greatest asset and we’re on the lookout for inspirational leaders who excel at their craft. The Consumer Insights Director will be part of our newly formed Customer Experience Team, one of the functions reporting to ATD’s COO. The Customer Insights Director is responsible for developing the insights and feedback strategy for ATD, working with external and internal providers. As part of the most digitally connected and insightful distributor in the automotive solutions industry, the Customer Insights Director will have the opportunity to build a program that aligns with corporate objectives and delivers new and innovative forms of customer insight across all channels and segments. The Customer Insights Director will report to the Vice President, Customer Experience, and may have one direct report.

Primary role responsibilities:

  • Serve as the main point of contact and storyteller regarding customer insights/VOC across the organization; represent the Voice of the Customer in product, program, process and experience development
  • Build a comprehensive customer insights program over a two-year period, using existing platforms and internal and external tools; deepen insights over time and expand reach internally
  • Work with Data Analytics as the CX subject matter expert to connect internal operational, sales and financial data to create a 360-degree view of the B2B and B2C customer bases
  • Create and maintain partnerships with Data and Advanced Analytics, Digital, IT, Strategic Planning, Human Resources, Marketing and other departments to understand insights and analytics needs to provide a sustainable and prioritized calendar of projects across the organization
  • Communicate the insights and closed-loop strategies across the organization, ensuring understanding and buy-in
  • Identify and help prioritize most important opportunities for action, in alignment with ATD business outcomes and goals, other improvement programs and areas to leverage competitive differentials
  • Assist in developing an overall CX governance program and represent Customer Experience in the Company’s data governance program
  • Lead improvement in KPIs and customer dashboard metrics
  • Scope, prioritize and plan cross-organizational requests for product, marketing and other ad hoc research, as well as customer panels
  • Provide additional CX leadership in regard to strategic and tactical initiatives as assigned

You will need the following to succeed at ATD:

  • Must have the ability to build, communicate and execute a VOC/E plan, as part of an overall customer experience strategy
  • Ability to understand the elements of a distribution service to the automotive industry, and how to use customer insights to help build product, craft messages and deliver on company objectives
  • Experience with digital business solutions from B2B/C platforms to robust analytic tools for insight-driven selling
  • Excellent consultative skills in working with internal partners
  • Ability to think innovatively, be able to identify and act on ideas which further the Company’s strategic goals and business plan
  • Minimum education: Bachelor’s Degree from 4-year college or university; Masters Degree or ongoing education and certifications (including CCXP) preferred
  • Eight+ years in Customer Experience roles, including at least three years in hands-on customer insights work

It’d be great if you also have:

  • B2B experience in the automotive and/or distribution industries
  • Understanding of a company’s journey toward digitization and digital ecosystems
  • Experience influencing a sales-focused culture
  • Capacity for understanding the value of various data sets and how to with combine customer insights to be the catalyst for business results
  • Story-telling ability to engage audiences emotionally beyond rational facts and numbers
  • Ability to identify business solutions to customer needs that directly impacting the customer’s and organization’s bottom line
  • Comfort with change, and are an energetic self-starter
  • Working knowledge of Medallia XM platform or similar VOC/E platforms
  • Cross-channel communication skills and the ability to adjust communication style to improve effectiveness
  • Familiarity with customer journey/empathy mapping, experience design, employee engagement, organizational and culture change
  • Team management or leadership experience
  • Experience presenting to and influencing senior leaders
  • Excellent time management and organizational skills
  • Proficient in Microsoft Excel, Word, PowerPoint, Outlook and Visio

Additional Details (work environment, specializations, etc.)

This job is based at the American Tire Distributors headquarters in Huntersville, near Charlotte, NC. Relocation is available for this position, but the majority of working hours are expected to be performed in the office or in conjunction with customers or sellers in the field.  COVID-19 restrictions are currently in place, necessitating a work-from-home arrangement conducive to productivity and personal safety.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor, subject to reasonable accommodations. Nothing in this job description creates a contract of employment in any way for any person. All employees hired by American Tire Distributors, Inc. are employees at will and the company reserves the right to terminate employees at any time for any reason or no reason at all.

Pay, benefits and more.

  • Comprehensive medical, vision, and dental benefits within 30 days
  • 401(k) retirement plan includes a substantial company match
  • Generous parental and paid-time off package
  • Travel required:  10+% of the time, for customer-related projects or company meetings.

Be part of something big.

 American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace

Build a challenging and rewarding career with us!

American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace

Shift Type:
Job ID: R12090