Senior Manager, Insights & Customer Experience

At Rite-Hite, your work makes an impact. As the global leader in loading dock and door equipment, we design and deliver solutions that keep our customers safe, secure, and productive. Here, you'll find innovation, stability, and the chance to grow your career as part of a team that's always looking ahead.

Our Senior Manager, Insights & Customer Experience owns the development, delivery, and continuous evolution of Rite-Hite's Insights and Customer Experience (CX) center of excellence. You'll lead a professional team that generates market, customer, and competitive intelligence to inform product development, marketing planning, and enterprise strategic decisions. In addition, you'll build and steward the CX program in partnership with business leaders across distribution (sales and service), business units (BUs) and leadership.

This is a hybrid position (3 days onsite), reports to the Director, Performance Marketing and interacts regularly with senior leadership across the enterprise.

• Owns development and management of an annual research/insight plan across Voice of Customer, competitive intelligence, and market intelligence - aligned to product development, positioning, pricing, launch, competitive differentiation, and value proposition needs across the enterprise.
• Leads the design and execution of research studies; advises product marketers, product managers, and business leaders on the best methodologies to generate decision-quality insights.
• Sifts through large volumes of data across multiple sources to pinpoint the most critical business insights and translate them into recommended actions.
• Owns the process for evaluating, purchasing, and utilizing third-party market research reports.
• Designs and leads execution of routine sales team surveys in partnership with distribution and business development.
• Publishes insights to the leadership team on a routine cadence, including trends, business implications, and recommended actions; leads the presentation of findings to key stakeholders.
• Represents the Insights CoE in strategic planning cycles, launch planning, and business reviews.
• Works in partnership with the International team to ensure research and Customer Experience initiatives are aligned (vendor management, process, format, tools, etc.).
• Partners with Legal and R&D on patent-related customer research to assess customer-valued features.

• Owns the development, launch, and continuous evolution of a comprehensive Rite-Hite CX program, including CSAT, cNPS, relationship and transactional surveys, and closed-loop follow-up processes.
• Aligns with business leaders across distribution (sales and service) and the BUs to co-develop the right CX measurement approach for each segment, journey stage, and customer touchpoint.
• Packages CX findings into clear, decision-ready outputs for stakeholders, enabling business understanding of customer feedback and driving operational improvements to better align with customer needs.
• Leads the design of the ideal customer journey and, in partnership with the Director, Performance Marketing, the CMO and other leaders, supports prioritization of CX improvement initiatives.
• Drives adoption of the CX program across Rite-Hite, and establishes governance for CX data, reporting cadences, and action tracking.
• Leads customer journey mapping and persona work.
• Participates in customer visits and designs engaging customer immersion experiences to capture insights during visits.

• Leads a team of research and CX professionals: direct report(s) and vendor partners.
• Sets individual and team objectives; coaches and develops team members;…