Manitou Group - Senior Role - Voice of Customer - Construction & Earth Moving - LAPAM Region

Voice of Customer (Product Expertise) - Construction & Earth Moving - LAPAM region:

KEY RESPONSIBILITIES:

1. Data Collection and Synthesis:

- Structured Market Research: Design and execute studies, including quantitative surveys and qualitative methods to identify growth potential.

- Voice of the Dealer Network: Partner with regional teams and dealers to gather feedback on customer needs and competitor activity.

- Competitor Intelligence: Monitor rivals' product launches, technology, and marketing for benchmarking.

- Digital and Social Listening: Use digital tools to track real-time customer sentiment.

- Customer Complaints and Feedback Analysis: Analyze warranty claims and service records to identify product quality issues.

2. Analysis and Insight Generation:

- Segmentation Analysis: Grouping customers to understand unique needs.

- Needs-Gap Analysis: Identifying discrepancies between customer needs and product offerings.

- Trend Forecasting: Monitoring macro trends impacting future customer needs.

- Persona Development: Creating detailed customer profiles for R&D and product teams.

3. Strategic Recommendations and Influence:

- R&D Prioritization: Provide evidence-based recommendations for R&D focus.

- Product Roadmap: Align roadmaps with validated customer needs.

- Marketing Strategy: Provide insights to craft effective messaging.

- Executive Reporting: Translate complex data into reports for senior leadership.

4. Collaboration and Cross-Functional Integration:

- Internal Stakeholder Management: Bridge the customer voice to internal teams.

- Workshops and Ideation Sessions: Facilitate workshops to translate insights into solutions.

- Customer Advisory Boards: Manage advisory boards for strategic feedback.