Manager Customer Insights

Job Description

Description

At Exelon, we've got a place for you!
Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.
Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.
Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!

PRIMARY PURPOSE OF POSITION

Lead market research, database management, and data mining.  Effectively communicate insightful and actionable market research analyses.  Develop market / customer insights through the integration of market assessments, competitive analyses and customer relationship transactional data in support of business objectives.  Design, construct and maintain customer data mart/customer relationship management solutions.  Perform identical functions for Exelon under an approved Affiliate Level Arrangement.  

Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.

PRIMARY DUTIES AND ACCOUNTABILITIES

-Lead the design and execution of primary and secondary market research projects.  Ensure that qualitative and quantitative projects are designed and implemented consistent with business requirements and generate actionable recommendations to improve decision-making.

-Effectively communicate timely and actionable market research to executives and line/functional managers.  Offer guidance on initiatives to improve customer satisfaction.  Provide in-depth analysis of how significant market events or trends affect customer perceptions of and willingness to accept or participate in programs and services offered by the company.

-Provide customer relationship, market targeting and segmentation, campaign response analyses as well as analytical support for marketing and customer relationship management initiatives.

-Work with the company’s various lines of business to assess opportunities to enhance the customer relationship with the company and to assess their needs for product and service information. Structure projects to achieve these specific needs.

-Select and manage research vendors and consultants.  Manage the group’s budgets and expenditures.  Manage staff, motivate and coach, and evaluate performance.

Qualifications

POSITION SCOPE
 
-Day-to-day department responsibility for staff of Market Research professionals.  Provide strategy for product/program analysis, market research, performance measurement, business planning and financial analysis and reporting. 

-Number of personnel managed:  5-6 employees
  
-Financial Responsibility:  Manage portion of departmental operating budgets.

-Work is diversified and complex in nature. The position requires an understanding and application of marketing principles and strategies, market research, performance measurement, business planning, financial and operational imperatives. 

 
-Understand the regulatory, financial and legal implications as part of the decision-making process and the potential impacts on operations. 

-Internal contacts include all levels of Exelon management and employees.  Judgment, forward thinking within a regulatory framework, patience and teamwork are required.

POSITION SPECIFICATIONS

Minimum:
-Education: Bachelor’s degree with concentration in market research, marketing, statistics, economics, psychology, computer science or equivalent business experience.

-Experience: 8-10 years of relevant experience in marketing research, customer relationship management, knowledge management, or new business opportunity analyses.  2 years of market research management experience.
 
-Leadership Competencies: Results driven and accountable. Customer focused and team oriented. Committed to continuous improvement. Effective and resilient in changing or uncertain situations.

-Managerial Skills: Coaching, budgeting, negotiation, conflict management, and consulting.

-Technical Knowledge/Skills: Strong understanding of primary and secondary market research methodologies. Market segmentation, competitive analysis and statistical analysis skills. Understands customer lifetime value and customer relationship management principles. Knowledge of data warehouse development/management and campaign management.
Computer literate in Microsoft Office Suite of products. Working knowledge of statistical software packages.

-Communication Skills: Ability to translate market research and data analysis findings into coherent conclusions and actionable recommendations to executives. Ability to translate executive vision and guidance into research methods and analytics. Excellent oral and written communication skills.

-Planning and Organization: Organizes departmental resources to respond to company and business planning research needs, balances priorities, and delivers information to clients in a cost-effective manner.

-Analytic Capacity: Ability to think multi-dimensionally, operating on the basis of important past experiences as well as new approaches and developments that occur in the market.

Preferred:

-Master’s degree in Business Administration, Market Research or Marketing.
 
-Experience with business case and financial analysis.  Knowledge of competitive analysis techniques, tools, and processes.  2 years energy industry experience.

Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.
VEVRAA Federal Contractor
EEO is the Law Poster