Sr Manager Consumer Insights Research

Senior Manager, Consumer Insights Research

At Topgolf, we believe in the unlimited power of play to drive fun, connection, and innovation. Whether you work behind the scenes or directly engage with players, your role is key to bringing people together and redefining entertainment. We're seeking fun-loving play makers who are serious about delivering excellence and results—but who don't take themselves too seriously. If you thrive in a fast-paced, collaborative environment focused on creativity and incredible experiences, Topgolf is the place for you.

Grow your career, make an impact, and let your individuality fuel your success!

The Senior Manager, Consumer Insights Research plays a critical leadership role in helping Topgolf better understand its guests by leading the company's Voice of Customer (VoC) program across more than 100 venues. This position serves as the primary advocate for customer insights, partnering across Marketing, Operations, Finance, Loyalty, Experience & Games Design, and other business functions to deliver actionable research that drives strategic decisions.

The ideal candidate is a strategic, data-driven leader with expertise in qualitative and quantitative research methodologies, customer experience measurement, and insight storytelling.

Key Responsibilities:

• Voice of Customer (VoC) Leadership:
  Own and evolve the enterprise Voice of Customer (VoC) program across 100+ venues. Develop survey strategies, customer feedback collection methods, governance processes, and reporting frameworks. Continuously enhance customer experience (CX) measurement programs to deliver meaningful business insights. Serve as the organization's customer advocate by ensuring guest feedback influences strategic decisions.
• Team Leadership & Development:
  Lead, coach, and mentor two Consumer Insights Analysts. Prioritize team initiatives to align with business objectives and customer needs. Foster a high-performing, collaborative team culture focused on delivering actionable insights. Support professional development and continuous learning within the insights team.
• Customer Insights & Analytics:
  Manage Topgolf's customer feedback ecosystem and transform customer data into strategic recommendations. Synthesize survey results, behavioral data, operational metrics, and secondary research into actionable business insights. Identify trends, opportunities, and risks impacting guest satisfaction, loyalty, and overall business performance. Ensure research findings are effectively translated into measurable business outcomes.
• Research Strategy & Execution:
  Partner with Marketing, Operations, Finance, Loyalty, Experience & Games Design, and Digital teams to identify key business questions. Design and execute qualitative and quantitative custom research studies supporting Marketing strategy, brand development, guest experience, digital products, operations, pricing strategy, and innovation initiatives. Manage research vendors and agencies to execute a broad range of research methodologies.
• Cross-Functional Partnership:
  Build strong relationships with stakeholders across multiple business functions. Serve as a trusted advisor by providing research-driven recommendations that support strategic initiatives. Influence decision-making through customer-centric insights and data-driven storytelling. Collaborate with leaders to prioritize research that delivers the greatest business value.
• Data Storytelling & Executive Communication:
  Translate complex research findings into clear, compelling stories for executive audiences. Develop presentations, dashboards, and reports that communicate actionable recommendations. Present research insights in engaging and visual formats that inspire business action. Influence stakeholders at all levels through effective communication and strategic recommendations.
• Operational Excellence:
  Lead multiple research projects simultaneously while ensuring high-quality execution. Oversee project planning, timelines, budgets, and vendor relationships. Identify opportunities to improve research processes, reporting, and customer feedback systems. Stay current on emerging research methodologies, tools, and consumer trends.

What You Bring:

• Bachelor's degree in Marketing, Business, Consumer Insights, Market Research, Statistics, Psychology, Social Sciences, or a related field (Master's degree preferred).
• 4+ years of experience in Consumer Insights, Market Research, Customer Insights, or a related field.
• 4+ years leading both qualitative and quantitative consumer research initiatives.
• 4+ years synthesizing data from multiple sources into clear, actionable business recommendations.
• 4+ years of project management experience overseeing complex research initiatives from planning through execution.
• Proven experience partnering with cross-functional teams to solve business challenges through customer insights.
• 2+ years of people management experience leading and developing high-performing teams.
• Strong understanding of Voice of…