Jersey Mike's Subs · 4 weeks ago
Director of Customer Insights
Tinton Falls, NJ
Full-time
Onsite
Director/Executive
$149K/yr - $205K/yr
10+ years expJersey Mike's Subs is a fast-casual sub sandwich franchise committed to quality and community. The Director of Customer Insights will enhance the customer experience by utilizing qualitative and quantitative research to understand customer behavior and trends, shaping the future of the menu through consumer insights and collaboration with various teams.
Restaurants
Responsibilities
Own the national consumer research roadmap including brand health, usage & attitudes, needs-based segmentation, and emerging trends
Lead qualitative and quantitative research efforts (surveys, focus groups, ethnographies, social listening, etc.)
Identify shifts in consumer behavior, preferences, and cultural dynamics impacting QSR and food service
Partner with finance team to produce customer analytics focused on behavioral insights across digital, in-restaurant, and loyalty touchpoints
Monitor changes in frequency, spend, visit patterns, menu mix, and channel behavior
Partner with CRM, Loyalty, and Media teams to connect insights to activation and personalization
Develop customer segmentation to be used across organization
Create monthly and weekly reporting flow of actionable customer insights
Lead consumer-facing food research including taste tests, concept testing, and menu feedback
Partner with Culinary, Innovation, and Supply Chain teams to inform product development and optimization
Analyze consumer feedback on food quality, flavor, value, and menu clarity
Connect food insights to broader customer needs, occasions, and price sensitivity
Qualification
Required
10+ years of digital commerce, CRM, or loyalty experience preferably within consumer facing, fast paced franchise businesses (e.g. QSR or Retail)
Proven track record in scaling loyalty programs that deliver measurable customer and commercial impact
Experience leading CRM programs that drive measurable customer behavior change
Deep understanding of digital product development, performance marketing, and omnichannel customer journeys
Exceptional leadership, stakeholder management, and influencing skills across a cross-functional organization
Experience partnering with technology and operations functions to deliver digitally enabled customer experiences
Experience with SharePoint Online and Microsoft 365
Willingness and aptitude to learn more about SharePoint and how it can be leveraged
Experience designing solutions
Understanding of or willingness to learn about information architecture, governance, and permission models
Ability to translate business needs into functional collaboration solutions
Strong facilitation, training, and stakeholder engagement skills
Company
Jersey Mike's Subs
Jersey Mike’s, a fast-casual sub sandwich franchise with more than 3,100 locations open nationwide, believes that making a sub sandwich and making a difference can be one and the same.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
David Mansbach
Co-Founder & Board Member, Happy Days Restaurant Group
Walter Tombs
Chief Financial Officer
Recent News
2025-09-30
Company data provided by crunchbase