Position:  Customer Insights Senior Manager
Location:  Los Angeles, CA
Job Id:  177
# of Openings:  1

Winc – Customer Insights Senior Manager
The Company:
Winc is a California based direct-to-consumer winery that is revolutionizing the way people discover, buy and share wine. By working directly with growers and winemakers we are able to give our members access to exceptional, small-lot wines from around the world, starting at just $13/bottle. We take the guesswork out of the equation by making personal recommendations each month based on your Winc Palate Profile. Members can also make their own selections from of our ever-expanding lineup of wines. With Winc there are no fees, no commitments and no middlemen. Just great wines at a great price conveniently delivered and personalized to your tastes.
The Culture:
Winc employees come from a variety of backgrounds and experiences. However, we all share a love of wine and are committed to Winc’s mission of delivering an exceptional wine experience to our members around the country. As we are a growing company, the environment is fast-paced and exciting, and no two days are the same. We value employees who are both independent thinkers and collaborators as necessary, and who are eager to contribute. Mostly importantly, we have fun together and enjoy what we do, as we work to bring true innovation to the wine industry.
The Position:
Winc is looking for a full-time Customer Insights Senior Manager to use customer data and segmentation to take Winc’s customer experience to the next level and increase LTR. This person will own key customer metrics, and will manage Winc’s CRM/customer segmentation tool. He/she will partner with internal teams to devise and test solutions aimed at solving common customer issues and improving average cart value and reorder rate. This person will manage the Customer Insights Associate and will help deepen their understanding of customer metrics, segmentation, and journey mapping. This person will conduct regular customer surveys, and report on customer metrics regularly.
The Responsibilities:
  • Maintain a complete and holistic understanding of each customer segment and the overall health of Winc’s customer base
  • Track customer metrics closely (average cart value, order frequency, churn, NPS) and use this data to formulate actionable customer insights. 
  • Conceptualize and A/B test initiatives aimed at solving customer problems and improving customer satisfaction and LTR
  • Manage the AI/CRM tool for advanced customer segmentation, the creation of personas, and the development of customer insights to increase overall LTR
  • Personalize the email content/cadence strategy for each segment to boost engagement, reorder rate, and average cart value
  • Partner with BI team to create advanced analysis aimed at challenging existing data and extracting nuances
  • Conduct regular surveys to deepen the understanding of Winc’s customer base and to answer key business questions other teams might have
  • Manage the Customer Insights Associate to help develop their strategic thinking and holistic understanding of the customer 
  • Partner with the Product team on merchandising initiatives aimed at improving average cart value
  • At least 4-5 years of experience in a similar role -- using data to arrive at customer insights and solve problems -- preferably with a tech-savvy company
  • Very strong analytical skills and the ability to synthesize data  
  • Complete grasp of key customer KPI’s (CSAT, NPS, reorder rate, LTR, etc)
  • Experience designing customer surveys and knowledge of survey best practices
  • Comfortable working with Excel, presentation software (PowerPoint or Keynote), and BI tools. Experience with customer segmentation tools and project management software is highly desirable.
  • Understanding of testing principles and experience conducting A/B tests
  • Critical thinker who challenges data
  • Ability to work cross-functionally to drive projects from start to finish
  • Excellent multi-tasking and time management abilities
  • Superior communication and interpersonal skills
  • Self-starter who can work independently with limited direction
  • Can-do attitude and willingness to roll with the punches
  • Interest in culture, food, and wine
  • Bachelor’s degree or higher from a recognized institution
  • Experience using Custora preferred

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