Vice President, Customer Insights

ABOUT US:

Built around our mission, we started AG more than a decade ago as a way to bring comprehensive and convenient daily nutrition to just about everybody. Originators of the Essentialist Nutrition movement, our philosophy is to focus on a very small number of products based on what the latest science indicates is essential to human health.

AG1 is made from the highest quality ingredients, in accordance with the strictest standards and obsessively improved based on the latest science. 75 vitamins, minerals, and whole-food sourced nutrients in one convenient daily serving. Optimized for athletes, life-letes, and everyone in between. Vegan, Paleo, and Keto-friendly. One scoop or travel packet, 8 ounces of water. Every day. That's it.

Our mission is to empower people to take ownership of their health.

THE ROLE:

We are hiring a customer-centric insights leader to lead and inspire a human-centric marketing approach and customer experience throughout the organization. The leader will ultimately be accountable for using a diverse set of methods to generate customer, consumer and brand insights to ensure that we are targeting the right consumers and keeping our brand promise to our existing customers.

The key purpose of the insights function is to provide the organization with insights and nurture a culture of customer centricity and customer intentionality across the entire business. The role leads a small and dynamic high performing team that synthesizes a wide set of quantitative and qualitative analysis, observations and engagement that educates the company and informs strategic and tactical decisions that drive sustainable acquisition, builds retention and establishes brand positioning through understanding customer value propositions and reasons for advocacy and churn.

The ideal candidate is deeply passionate about forming one-to-one and on-to-many relationships with customers and empowering them to build better health habits. Nothing excites you more than picking up the phone and speaking directly to a customer and deeply understanding their needs, what they value and how we can support them in building healthier habits. The leader is successfully able to build organizational empathy around customer pain points and excitement around our customers such that it moves functions quickly to take action to improve the customer experience.

KEY ACCOUNTABILITIES:

Inspirers & Educators for Customer-Centricity

• Be an advocator of our target customers in using historical, future and external data in identifying pain point indicators and preventive measures to minimize business risks and maximize business opportunities
• Develop a deep understanding the behavioral psychology of our customer segments and their met and unmet needs, values and motives as it relates to our product and building healthy habits in general
• Work closely with cross-functional leaders to understand business strategy, needs, opportunities, pain points and business models to inform insights development and an opt-in culture towards customer insights
• Manage ongoing delivery of VOCA, Brand Tracker, Customer Interview Program, Big Subscriber Surveys and Initiative-Driven Surveys
• Represent and embed the voice of the customer in all relevant work flows and functions to ensure customer interests and needs are consistently considered in all decision making
• Influence and support building a culture of customer-centricity across the organization
• Act as a thought leader interpreting insights derived from vigorous qualitative and quantitative research in support of business needs and business decisions making
• Continue to lead the evolution and communication of our customer personas to inform marketing strategy
• Build relationship and partner with both our internal subject matter experts and external customer to become the champion and voice of their insights
• Develop actionable trend data and dashboards to influence and inform company and marketing strategy
• Understand satisfaction on various touch points and consistently provide feedback on the opportunity and pain-points throughout the customer journey by understanding key metrics business, brand and growth metrics
• Evaluate insights to ensure problem statements and root cause are identified and tackled via prioritization of pain point and value propositions
• Build, maintain and continuously improve organizational customer learning agendas and hold teams accountable through customer operational metrics
• Maintain consumer, brand and competitive insights strategies to ensure AG is staying ahead of trends and consumer needs
• Establish and interpret a repository of connected and centralized insights derived from 1-1 and 1-to-many customer conversations, surveys, focus groups, user testing, social listening, AG1 community forums, etc
• Collaborate with acquisition, retention, brand, creative, commercialization and R&D teams to share customer insights and pain points that lead to innovative and actionable customer experiences that reduce friction and create value
• Data-Obsessed Customer Insightfulness

Technical & Operational Insights Development

• Use deep analytical capabilities and critical thinking to develop research approaches that define future direction of customer-driven growth
• A subject matter expert and stay up to date in research and analytics best practices, frameworks methodologies and structure to collect and interpret insights
• Manage external suppliers to execute research projects efficiently
• Effectively manage the consumer insights budget and tools to proactively address both immediate and forward-looking strategic needs
• Build effective user experience research, digital diaries, and ethnographic research to inform Digital, Marketing strategies and action items
• Identify/select third party research sources, effectively leveraging vendor relationships and external research partners as needed to achieve additional insights

Team Leadership

• Strong ability to independently prioritize effectively to meet business needs
• Foster an agile mind-set where large and critical projects can be broken down into bite-size-chunks to provide incremental and continuous insights to the business
• Lead a small, dynamic team of high performing individuals and support their evangelism of customer-centricity, segmentation and insights across the organization

WHAT WE’RE LOOKING FOR:

• Outstanding management experience with proven leadership ability to identify, develop and retain top talent
• Strong ability to work with business stakeholders to understand their initiates and effectively help prioritize and drive the highest customer impact
• 5+ years of experience building and managing high performing teams
• Consumer related industry experience is a must, health or nutrition a further advantage
• Naturally demonstrates an ownership and mindset for continuous learning and improvement
• Instinctive customer empathy and understanding of customer behavioral psychology
• Experience on the research methodologies relating to qualitative insights, ethnographic research, focus groups, online structured surveys and online communities
• Strong customer and marketing analytical mind to quickly leverage accurate quant and qual findings
• Proven track record in influencing an organization and shifting an organization towards customer-centricity
• 10+ years experience in insights, research, custom-centric design, customer-centric business strategy and innovation
• Highly innovative and unique thinker who is comfortable with challenging the status quo through purposeful creative questioning across all levels of the organization
• Executive level communication and presentation skills; executive presence
• Adaptability and speed are superpowers of yours in a high growth, fast-paced environment
• Confidently questions and uses data to derive usable insights that drive action
• You have a customer-first hospitality and service-driven mindset and orientation and obsess over supporting our customers
• Energetic and passionate champion of the customer

WHAT'S IN IT FOR YOU?

• Paid holidays and an unlimited vacation policy to ensure you have a healthy work-life balance
• Paid maternity and paternity leave to allow you to spend time with your new family
• An immensely strong company culture that is enforced through the hiring process ensures values alignment and a highly collaborative team
• Employer paid short-term disability and life insurance
• A 100% remote working environment, which has been implemented from day one
• A 401k plan with company-matching because life is an opportunity and we care about your future
• Access to Athletic Greens product and swag items
• 90% premium coverage for top medical, dental and vision plans
• The opportunity to work with passionate, high-growth, business-minded colleagues
• A mission-driven approach to each and everything that we do, with an overall goal to significantly improve our customer's health and wellness
• Annual company-wide retreats and quarterly department-wide meet-ups (COVID permitting)
• A monthly fitness class credit to support you on your health and fitness journey
• A brand new company laptop and a generous home-office budget so you can work your best

AG is dedicated to providing equitable and competitive compensation & benefits packages. For this particular role, the base salary range is $215,000 - $295,000 and will ultimately be decided at the offer stage. Base salary is only one component of total compensation for this position. We provide a competitive mix of base salary, performance bonus, and stock option allocation for eligible roles. However, the total comp package for each new hire is based on an individual candidate’s level of skills and experience aligned with the needs of this role.

Athletic Greens is an Equal Opportunity Employer. We are committed to inspiring fulfilling lives, starting with a focus on health and we believe this starts in the workplace. We do this by providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where all team members can thrive, feel a sense of belonging, and make a difference in the world together. We do not discriminate based on age, race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, veteran status, disability, or any other status protected by law. We are an equal opportunity employer.