Job Title: Customer Insights & Research manager
Department: Product & Design
Reporting to: Coen Horrevoets
Employing Entity: Gumtree AU
About the company
As the Gumtree Group, including Carsguide and Autotrader we are on a mission to create Australia’s leading multi-category classifieds marketplace, business and finance community forum, and editorial lifestyle network reaching more than 1 in 3 Australian adults every month.
About the role
We are pivoting into an exciting new direction. We are looking for a Customer Insights & Research manager to help us shape the strategic direction across our key verticals, being Motors, Pets and Jobs as well as in our infinite horizontal goods for sale categories.
You will be flexing between many different customer types, ranging from the traditional classifieds buyer/seller, to car dealers, recruiters/employers, breeders and want-to-be pet owners. It is your challenge to make sense of the enormous amount of past research, ongoing customer feedback and the untapped wealth of data we have.
You will be partnering with our Product Managers and Designers in their discovery journeys.
You will be teaming up with our data team to overlay their quantitative analysis with qualitative insights.
You will be working closely with our Customer support team to funnel the feedback and suggestions they receive.
For the rest of the business you will be the to-go-to person to track the customer satisfaction, NPS and brand strength.
The ideal candidate is a qualitative researcher with 5+ years of experience leading research studies: planning, recruiting, executing, analysing, and activating. We expect to hear examples of how your research influenced product and design team decision-making.
How this role contributes
Work closely with our Product Manager and Designers to define the product strategy and roadmap
Set the tone on product discovery work such as design thinking, user testing and prototyping.
Built scalable solutions on which your Product and Commercial peers can built
Monitor customer satisfaction, success & NPS and track progress against them
Work closely with internal stakeholders to identify opportunities, customer needs and improve customer satisfaction levels.
Work in partnership with the Technology team squads to ensure delivery of roadmaps, prioritising the backlog as well as working to remove blockers and mitigate risks.
Clearly communicate research plans, reporting regular updates and highlighting any delivery issues that need to be addressed.
What you’ll bring
4+ years experience in a similar role (ie. Product Manager, Integration Manager, Customer Success)
Proven experience working with marketplaces, eCommerce or in Saas will be highly advantageous
Bsc/ Msc in Product, Technology, Marketing, Business or similar
Analytically strong and data savvy with experience in quantitative and qualitative research methods
Strategic thinker with a can-do mentality, proven to have experience in concept development and delivery
Strong communication and presentation skills, you don’t stay in the shadows, you have the ability to visualise, shape and communicate in a way that gets buy in
You show genuine commitment, creativity and are reliable and responsible
Above all you are a team player, you thrive by getting things done together!
What we offer
Flexible hours and working arrangements
Amazing future potential as we continue to scale and grow
Inspiring, entrepreneurial environment with ambitious vision for the future
Meaningful work with diverse, highly skilled and passionate teams which give you the chance to make a difference in our customers’ lives.
Competitive compensation package including an annual bonus.
An additional day off for your birthday!
A healthy work-life balance, i.e. additional paid parental leave time, flexible working hours including a hybrid working environment.
Excellent Benefits which include health insurance for you and your family!
No agencies thanks, we’ve got this one covered!
From the moment you join the Gumtree team we aspire to make your experience an awesome one. If you are enthusiastic and thrive in a collaborative environment, then apply and send us your CV!
Note: successful applicants need to have full working rights for Australia.
- Competitive compensation package
- Opportunity to shape the way we work. Your feedback and opinions are valued at all levels of the organisation
- Benefits including stock purchase plan and annual bonus plans
- Flexibility to work when and how you want - flexible hours, autonomy to set your own agenda, choice of phone and computer
- Smart Working Policy - work remotely some of the time, balanced with time in the office together with your team - between 5 and 45 days per quarter in the office depending on each team.
- 'Work from anywhere' weeks - up to four weeks working from anywhere, as long as you have an internet connection!
- Career development, including language classes and Adevinta Academies: specialised content built by our experts on Machine Learning, Agile, Leadership and more