Head of Customer & Market Research

14 Oct 2021
13 Nov 2021
At Vestiaire Collective, we are committed to delivering the best experience for our loyal community of buyers and sellers. We are growing our team and our business into a global brand and the leaders in circularity in fashion. We want everyone we work with to be change-makers, to think differently, and to innovate without compromise.

Vestiaire Collective is looking for a Head of Customer & Market Research

About the role

Are you Customer-obsessed, data oriented, with a strong business sense? Do you enjoy listening to what our users have to say to find compelling insights, and use your business skills to translate these insights into action? Are you passionate about understanding who your customers are: Purchasing / Selling patterns, value, needs? Join our team.

What you'll be doing

As the Head of Customer & Market Research, you will work inside the Customer Success team in Vestiaire Collective's Business organization, which provides data and insights to support customer-first decisions across the company. You will be the closest link to our customers by championing customer research across the company, ensuring that everyone has a rich appreciation for our users' motivations and behaviours.

You will manage all stages of quantitative (e.g., surveys) and qualitative (e.g., focus groups, 1:1 interviews, etc.) customer research studies to answer key business and product questions, including: Research proposals, research methodology design, operational execution, analysis and reporting.

You will work closely with central and global teams, both on the marketing and tech / product side, to understand their consumer research needs, prioritize them into your Research roadmap and ensure perfect execution. You will be responsible to set high standards for customer research across the company. You will also make recommendations on new studies to launch in order to improve customer experience and company growth.

Responsibilities include:
  • Be a leader in customer thinking for the company: Own the research roadmap, identify key research opportunities and provide insights to improve user experience
  • Identify the proper research method(s) for deep dive research studies based on objectives, timeline and resourcing
  • Conduct survey analysis, identify insights and opportunities, and devise recommendations that will inform decisions aimed at improving the customer experience
  • Dive deep into both qualitative and quantitative data in order to bring forward new insights that inform product innovations
  • Communicate research findings and recommendations in clear, concise, and compelling ways to all levels of management
  • Influence partner teams across the company to take action based on research findings
  • Monitor market data, industry trends and competitor activity to provide insights into market opportunities
  • Manage/prioritize research requests from business teams and drive short term and long term strategic planning for customer research initiatives

Who you are
  • BA/BS degree or in Business, Research, Economics or similar or equivalent practical experience is required
  • 5+ years of quantitative/qualitative market research experience, including survey design and execution
  • 5+ years of experience utilizing data and analytics to formulate program objectives, solve business problems, and drive process improvements
  • Experience with statistical techniques used for survey design and analytics (e.g., statistical significance, Conjoint, MaxDiff)
  • Strong proficiency in Excel (SQL is a plus)
  • Strong oral and written communication skills
  • Demonstrated ability to work independently and autonomously
  • Proven ability to work in cross-functional teams, communicate with colleagues in both business and technical roles
  • Strategic thinker with the ability to see/understand the big picture
  • Detail oriented
  • Understanding of fashion and fashion customers

What we offer
  • A meaningful job with an impact on the way people consume fashion, to cut down waste, because we save the planet, our way
  • The possibility to work remotely 50% of your time!
  • The opportunity to grow in a booming French-born scale up
  • The possibility to work with an international team with + 40 nationalities.
  • 15 hours to help Project - reinforce your activist journey and volunteer for an association!
  • The chance to join our Diversity and Inclusion Taskforce to foster a better working environment.
  • Cool office with a great coffee, yoga classes.
  • A bi-weekly Town Hall to share the updates on the projects.
  • An attractive salary and bonus scheme with various benefits (meal vouchers, health insurance, ...).
  • And if you move to Paris for us, we will take care of your relocation and visa sponsorship for you and your family !

Next step

If you are ready to join our fast-paced company, apply below : upload your resume in English and answer our questions ! Our team will review your application within the following 4 weeks. If your profile and experience fit our requirements, we will invite you for a first phone call.

About Vestiaire Collective

It all comes down to one important question: Why should so many great fashion items remain unworn in people's wardrobes?

Vestiaire Collective is a global platform that connects millions of buyers and sellers of desirable pre-loved fashion. We are global: our headquarters are in Paris and we have satellite offices in Tourcoing, New York City, Tourcoing, Berlin and Hong Kong.

Vestiaire Collective is an equal opportunity employer. We strive to develop an inclusive work environment that reflects the diversity of our fashion activist community.

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