eCommerce Marketing Manager for Voice of Customer

The Digital Direct Sales organization at Microsoft is the premier destination for consumers and small businesses to discover and purchase a wide array of Microsoft products. It is a customer centric organization dedicated to harnessing the power of data to drive sales, insights and efficiency. As a global e-commerce leader, our website attracts tens of millions of visitors and generates over a billion customer data points each month. We are committed to developing cutting-edge solutions that empower our clients and stakeholders to make informed decisions. We value creativity, collaboration and a passion for excellence.  

As an eCommerce Marketing Manager for Voice of Customer, you will support a team that is dedicated to improving the end-to-end customer experience in the web direct channel and in the Microsoft product experience by listening, synthesizing, and recommending actions and improvements based on customer feedback. You will take a collaborative approach across multiple corporate and regional teams leveraging your insights and analytics experience, customer obsession, and executive communication skills to influence teams to take action, and make strategic decisions and changes grounded in the customer voice. You will work closely with key partner functions within the team – analytics, reporting (BI), communications, and program management – to synthesize, translate, and share insights in key stakeholder forums and rhythms, and to support programs and initiatives that will drive change. You will leverage your data, analytics, and insights, and storytelling expertise to surface key takeaways, question anomalies, dig into trends, and provide meaningful insights to influence actions.  

At the core, we are a customer-focused team that encourages a diverse & inclusive culture.  We are respectful, collaborative, accountable and approach work with a fun, positive attitude. The right candidate can expect to have opportunities for career growth and development while helping shape our strategic approach to meet our customers’ rapidly changing expectations. 

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• Regularly evaluate consumer listening & research mechanisms to improve quality of data collection and resulting insights 
• Partner with and lead analysts to guide syntheses, translate takeaways, conduct investigations, and develop recommendations to address customer challenges surfaced through data
• Develop relationships with Web Direct, third party retail, and product team stakeholders to influence workstreams that will improve the customer experience
• Track and manage the status of open asks and resulting impact from key influential learnings and moments
• Deliver insights in key forums, rhythms, and written communications on a frequent basis leveraging storytelling expertise
• Partner with dev team by providing input and feedback to improve the quality of reporting and BI resources, including implementation of AI and automated capabilities
• Lead and influence key strategic projects to help improve business results.
• Embody our culture and values 

Qualifications

Required/Minimum Qualifications