Senior Manager, Voice of Customer

Senior Manager, Voice of Customer

Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people – and equips them with leading technology, continuous learning, and the ability to bring their best selves to work. As North America's largest total beverage distributor, Southern Glazer's isn't just one of Forbes' Top Private Companies; it's a family-owned business with deep roots dating back to 1933.

Southern Glazer's is proud of its well-earned positive reputation, continually achieving accolades for our outstanding workplace culture. We take pride in creating a culture where our people are valued, supported, and provided opportunities for growth and belonging.

As a full-time employee, you can choose from a wide-ranging menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

By joining Southern Glazer's, you would be part of a team that values excellence, innovation, and community. This is more than just a job – it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people.

We're looking for a Senior Manager, Voice of Customer to lead how we capture, analyze, and act on customer and market feedback for digital products across multiple channels. Reporting to the Director, Go-to-Market and Product Marketing Strategy, this role owns the full VoC feedback lifecycle from collection through reporting, as well as Voice of Market (VoM), consolidating the two into a unified view that drives deeper, more actionable insights.

You'll also build the self-service infrastructure that lets teams across the company access insights on their own, and partner closely with the Digital Enablement Organization at the national and subregional levels.

This is a hybrid role: part VoC/VoM program manager, part data/reporting builder. You'll need both the customer-insight instincts of a traditional VoC leader and the technical chops to build dashboards and tools.

The ideal candidate is a strategic thinker, skilled in research methodologies, and passionate about championing the customer's voice throughout the organization.

• Develop and Lead VoC/VoM Strategy:
  • Own the end-to-end Voice of Customer program: survey design (NPS, CSAT, CES), feedback collection across channels, and ongoing sentiment tracking.
  • Own Voice of Market strategy: market-level intelligence, competitive signals, and external trend data that complement direct customer feedback.
  • Design and lead the consolidation of VoC and VoM into a single, unified insights framework, connecting customer sentiment with broader market context to surface deeper, more strategic findings.
• Insight Generation and Reporting:
  • Build and maintain reporting cadences (weekly/monthly/quarterly) that translate raw feedback into clear, actionable insights for leadership.
  • Design and build self-service dashboards and tools on Databricks so teams can explore customer and market insights independently.
  • Develop data pipelines that unity feedback data from multiple sources into a single, queryable structure.
  • Use AI coding tools (such as Claude code) to accelerate the development of internal tools, automate reporting workflows, and prototype new self-service capabilities.
  • Identify trends and root causes across combined VoC/VoM data, partnering with Product and Engineering to close the loop on recurring issues.
  • Monitor the impact of implemented changes and maintain a feedback loop for continuous improvement.

• Stakeholder Engagement:
  • Partner with the Digital Enablement Organization at both national and subregional levels to align feedback and market insights with digital strategy and rollout priorities.
  • Collaborate with cross-functional teams (product, design, marketing, commercial sales) to ensure customer insights inform decision-making and product development.
  • Serve as a liaison between VoC/VoM and production support, tracking issues through to resolution and closing the loop with customers and internal stakeholders.
  • Build relationships across the organization to champion customer-centricity and secure buy-in for VoC initiatives.
• Program Management:
  • Manage relationship with VoC platform vendor and program operations, including survey design, participant recruitment, and data quality assurance.
  • Identify feedback signals that point to technical or performance issues (bugs, outages, degraded experience) and route them to the production support team for triage and investigation.
  • Continuously improve how feedback and market intelligence are captured and surfaced, reducing manual reporting overhead over time.

• Bachelor's degree in design, psychology, marketing,…