Program Manager, Customer Intelligence

Program Manager, Customer Intelligence-(USA00039Z)

Description

We are on a mission to become the world's most sustainable and innovative maritime, logistics, and technology company. As a privately- held, U.

S - owned and operated company, Crowley provides Logistics, Government Solutions, Shipping, Wind and Fuel services in 36 nations and island territories.

By expanding and innovating our services, we have grown to a committed team of over 7,000 diverse people, generating an annual revenue of more than $2.

9 billion. We live up to our purpose of bravely advancing what's possible to elevate people and planet with our core values of Integrity, Sustainability and Drive guiding everything we do.

To continue laying the groundwork, challenge what's possible and celebrate the power of inclusion, we seek to partner with driven individuals who are ready to elevate their career with us.

SUMMARY : Responsible for leading customer intelligence initiatives in B2B operations, driving data-driven strategies to enhance customer insights, product development, and marketing effectiveness.

GENERAL RESPONSIBILITIES : Lead the analysis of customer data to identify key insights that inform B2B marketing strategies, service development, and customer engagement efforts.

Design and implement research methodologies, including surveys, interviews, and industry-specific studies, to gather relevant customer intelligence.

Develop and manage end-to-end survey processes, from crafting questionnaires to analyzing results, ensuring that surveys are tailored to capture actionable insights from B2B customers.

Collaborate with internal stakeholders to identify key survey objectives and target audiences. Oversee the collection, management, and interpretation of data from various sources, including original and sourced, ensuring data integrity and accuracy for strategic decision-making.

Develop and refine customer segmentation models, focusing on industry, company size, buying behavior, and other relevant criteria to target marketing efforts effectively.

Create comprehensive reports and present findings to senior management, offering actionable recommendations to enhance marketing and sales performance.

Work closely with sales, operations, and customer success teams to ensure alignment in customer intelligence and strategic initiatives across the organization.

Stay informed about industry trends, competitive landscape, and shifts in business customer behavior to ensure the company remains competitive and responsive in the B2B market.

Qualifications

PEOPLE MANAGER : No

EDUCATION : Bachelor’s degree in Marketing, Business, Statistics, or a related field.

EXPERIENCE : 5+ years of experience in market research, customer intelligence, or a related field, with a focus on B2B markets.

TECHNICAL PROFICIENCY : Proficient in Microsoft Office products, including Excel, Outlook, PowerPoint, and Word. Proficient in data analysis tools and CRM systems (Marketing Cloud), Qualtrics and B2B data platforms.

COMPETENCIES : Ability to communicate effectively verbally and in writing. Ability to demonstrate effective customer service skills.

Ability to prioritize, organize and perform multiple work assignments simultaneously while meeting assigned deadlines. Ability to perform accurately in a detail-oriented environment.

Ability to gather, interpret, report, and use data and other information concerning assigned activities. Knowledge of and ability to utilize marketing research techniques and tools.

Ability to interpret and apply related organizational policies, procedures, principles, and practices. . Ability to deliver prepared and ad hoc presentations to both large and small groups on job-related topics.

Ability to effectively manage projects that may vary in nature and scope. Ability to function effectively with or as part of a team.

Ability to identify and / or document existing and new trends as well as evaluate and predict their impact on the organization.

Ability to establish and maintain effective working relationships.

JOB SCOPE : Position impacts multiple business units / segments.

WORKING CONDITIONS : Normal office environment with little exposure to excessive noise, dust, temperature and the like. Extended use of a computer keyboard, viewing of a computer monitor and the ability to sit for long periods of time.