BoF Careers ยท 1 month ago
Bloomingdale's Manager, Research and Voice of Customer Programs
New York, NY
Full-time
Onsite
Senior Level
6+ years expBloomingdale's is a leading fashion retailer that aims to inspire customers through a unique shopping experience. The Manager of Research and Voice of Customer Programs will lead primary research initiatives and customer feedback programs to inform strategic decisions and enhance customer experience.
Marketing & Advertising
Responsibilities
Design and primary research studies, including qualitative methods (e.g., focus groups, in-depth interviews, immersions) and quantitative surveys (e.g., brand tracking, loyalty drivers, promotional effectiveness)
Develop targeted research initiatives on specific experience drivers (e.g., fulfillment, luxury, service quality)
Analyze results and synthesize insights into concise, action-oriented summaries
Collaborate with analytics and operations teams to connect customer insights with behavioral and transactional data for a holistic view of the customer experience
Lead the management of the Net Promoter Score (NPS) and CSAT programs, including survey design, feedback cadence, stakeholder reporting, and program optimization
Oversee third-party platforms (e.g., Medallia) and partner coordination to ensure accurate data collection, dashboard usability, and timely delivery of insights
Maintain & evolve feedback mechanisms and experience measurement across the business
Integrate customer sentiment data with behavioral and transactional data in partnership with analytics and operations teams
Pilot and evaluate new feedback channels such as SMS, on-site prompts, and digital intercepts
Drive end-to-end planning and execution of research projects, ensuring quality, timeliness, and alignment with strategic objectives
Manage Area Research to support localized strategy with regional customer insights
Create standardized templates, playbooks, and processes to scale research capabilities across the organization
Oversee third-party platforms and partner coordination to ensure accurate data collection, dashboard usability, and timely delivery of insights
Maintain awareness of evolving customer feedback platforms, methodologies, and sentiment analysis tools to support future program growth
Evaluate and adopt emerging tools and techniques to improve research efficiency and relevance
Translate research findings into compelling business narratives tailored to cross-functional audiences, including senior leadership
Deliver insights that clearly articulate the "what," "so what," and "now what."
Collaborate on strategic planning processes by integrating customer insights into performance reviews, roadmaps, and key initiatives
Influence decision-making through clear, evidence-based recommendations on customer experience improvements
Qualification
Required
6-8 years of experience in customer research, insights, or feedback program management
Proficiency in designing and executing both qualitative and quantitative research
Experience with feedback platforms such as Medallia, Qualtrics, or similar tools
Strong project management and stakeholder engagement skills
Proven ability to synthesize complex data into actionable business insights
Excellent communication and storytelling skills, both written and verbal
Experience managing vendor relationships and research budgets
Company
BoF Careers
BoF Careers connects professionals in fashion, beauty and luxury to The Business of Fashion's global marketplace of over 2,000 opportunities.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase