Manager, Customer Insights

| Greater NYC Area

We are looking for a curious and analytical insights expert who quickly translates customer learning into clear actions for maximizing long-term loyalty and value. As the Manager of Customer Insights, you’ll serve as the internal voice of our customers and inform business decisions for unlocking omni-channel growth across our retail and direct-to-consumer channels. You will be the expert on the Harry’s customer to identify and answer critical business questions with recommendations based on robust and reliable custom research and syndicated information.

About the Team

At Harry’s, our customer is at the core of everything we do. Understanding the needs and motivations of consumers is key to driving our business strategy and our Consumer Insights team is at the center of making that happen. Our insights team continuously taps our customers and consumers to understand what we’re doing well, where we can make improvements, and what they want to see from Harry’s in the future.

 

What you will accomplish:

  • Deepen our understanding of the Harry’s customer and their omni-channel purchase journey, loyalty drivers and barriers
  • Uncover robust insights for optimizing the customer experience in retail and on the Harry’s website. Partner with our direct-to-consumer and retail teams to turn insights into actions for maximizing the impact of shopper marketing, web design, pricing/promotion and category growth efforts
  • Measure and interpret ongoing customer sentiment to identify ongoing trends, impact of changes in offers/distribution, and pain-points for specific cohort groups
  • Translate business needs into an ongoing insights roadmap; execute a full plan comprised of primary market research and syndicated analyses and deliver timely results required to inform customer growth strategies
  • Effectively communicate insights from all work to internal teams, senior management, and retail partners by distilling results to essential learning and actionable recommendations that enable rapid decisions
  • Enhance customer and shopper insights capabilities to strengthen the breadth and depth of insights for building best-in-class relationships with our customers and retail partners 

This should describe you:

  • Curious, nearly to a fault – Your insatiable desire to get beyond surface level learning and uncover true insight is fueled by asking 2nd, 3rd and 4th order questions
  • Passionate about customers and shoppers – You champion a “customer first” mindset that strengthens our understanding of the category, shoppers, and distribution channels
  • Crafty and creative – You look for creative solutions and aren’t afraid to get scrappy when appropriate. You are focused on delivering against learning objectives and timelines and build research approaches to suit. You are energized by executing research projects on your own or working with external partners when required
  • Skilled data storyteller – You are comfortable analyzing and weaving together disparate information from primary research, syndicated data, and publicly available sources into a holistic story with strong recommendations
  • Unwaveringly objective – You represent the voice of the customer in all situations, especially when learning is counter to ingoing hypotheses or prior learning
  • You geek out on the idea of uncovering insights that unlock opportunities to enhance the customer experience and expand our base of loyal customers
  • You are highly collaborative and able to quickly establish credibility within the team to impact decisions through both formal and informal influence
  • 3-5 years related work experience, preferably in FMCG or packaged goods. DTC experience is a plus. 
  • Comfortable using self-service quantitative tools, moderating qualitative research, working with large databases, and conducting analytics to garner learning from raw data
  • You thrive on direct, honest, and supportive communication
  • You are always thinking about how to help the teammates around you excel
  • To you, there’s nothing more exciting than a new challenge
  • Sense of humor -- we take our work seriously and ourselves un-seriously

Here's who you'll work with:

  • Report to the Sr. Director, Customer Insights
  • Provide direct support to the Retail and Direct-to-Consumer teams
  • Work closely with other members of the Insights and Marketing teams

About Harry's

Harry’s is a men’s grooming brand that was built out of respect for quality craftsmanship, simple design, modern convenience and for guys who know they shouldn’t have to overpay for a great shave. We are able to deliver exceptional value and experiences to our customers because we are vertically integrated. From grinding steel into fine razors blades at our factory in Germany to selling our products directly to customers on our website and select retailers, we own the entire process.

Since launching in early 2013, we have been blown away by the customer response to our brand. Today, we have over 3 million customers and are growing fast. We’re now looking to bring amazing people, like you, together to redefine the way people interact with brands online and in stores across the country.

Harry’s is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • ReduxLibraries
    • PlayFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • BrazeEmail

Location

West SoHo is cool without being pretentious, convenient and accessible, and nowhere near Times Square!

An Insider's view of Harry's

What are some social events your company does?

Inspired by the Winter Olympics, we're currently holding our own Harry's Olympics. It's completely ridiculous and incredibly fun! We also have happy hours, breakfasts, lunch and learns, and team offsites. I love joining smaller groups that connect me with people I don't work with everyday.

Maia

Senior Associate, Creative Projects

What kinds of technical challenges do you and your team face?

As Harry's expands beyond razors, we are focused on building a platform that can support multiple brands, which is transforming our technical infrastructure. We're also collaborating with our data analytics team to better understand our customers, both present and future, and serve personalized and curated experiences to them.

Natalie

Software Engineer

How do you make yourself accessible to the rest of the team?

Besides working in an open office (where I’m quite literally always accessible), each week my co-founder & I speak at our all-hands meeting, allowing us to openly share what’s on our minds. We host Q&As, Fireside Chats, Lunch N’ Learns, & I co-sponsor our Women’s Employee Resource Group, where I work with folks at all levels within the company.

Andy

CEO

What are Harry's Perks + Benefits

Harry's Benefits Overview

At Harry's. we're committed to providing our team with a benefits package that enhances the well-being of our employees and their family, both now and in the future. Everyone has different needs, but we are happy to have benefits such as medical, dental, vision, FSA, as well as a 401K, access to Eden Health, and a quarterly wellness reimbursement. That's not to mention our bountiful snacks and catered lunch and breakfast once a week.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our FSAs are designed to stretch your dollars farther. These accounts trim off as much as 30% from your health care or dependent care costs because the money you put into an FSA comes out pre-tax.
Disability Insurance
Harry's automatically provides a certain level of coverage for you, plus you have the option to purchase additional insurance for yourself and your dependents.
Dental Benefits
We have two plans, one Standard and one Enhanced, with both plans covering preventative care at no cost.
Vision Benefits
Our vision plan has Warby Parker as an in network provider!
Health Insurance Benefits
We have three health plans based on your needs with varying deductibles, and no-to-moderate premium costs.
Wellness Programs
We offer a variety of benefits - access to Eden Health, a Wellness Reimbursement Program, and a new fitness reimbursement program through our new medical provider.
Retirement & Stock Options Benefits
401(K)
We provide our 401k through Betterment.
Company Equity
Every employee is offered a standard welcome grant of equity based on their level, with vesting over a 4 year period. Additionally, we have annual continuation grant bonus programs!
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 16 weeks of paid leave for all new parents, which applies to birth, adoption, and all paths to parenthood.
Vacation & Time Off Benefits
Generous PTO
"My Time" - a flexible time-off policy that includes vacation, sick, and personal time.
Paid Volunteer Time
You have the opportunity to volunteer up to five full days per year. We also set aside 1% of sales to go back to charitable organizations and causes.
Sabbatical
A four-week, fully paid sabbatical after five years at Harry's. Unplug, unwind, and come back refreshed and ready to tackle the next big challenge.
Paid Holidays
10 company-paid holidays per year.
Perks & Discounts
Casual Dress
Our casual dress code includes jeans, our comfy Harry's hoodies, and no judgement every day of the week. Dress up, dress down, feel comfortable.
Commuter Benefits
We offer pre-tax commuter benefits through WageWorks.
Company Outings
Harry's has an annual company-wide offsite, holiday party, and other celebrations based on our big milestones!
Stocked Kitchen
Other snacks and drinks are provided, not to mention cold brew on tap.
Some Meals Provided
We provide catered breakfast every Wednesday before our company-wide Team Meeting, and catered lunch every Thursday.
Happy Hours
Join the #happyhours slack channel to plan the next casual outing!
Fitness Subsidies
We give $150 a quarter towards health and wellness.

Additional Perks + Benefits

The best thing about Harry's is we're constantly improving based on employee feedback. 2019 will see an improvement to things like our 401k program, our wellness reimbursements, and will bring a whole suite of learning and development benefits. Improve Always!

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