Sr Manager Consumer Insights Research

About the role

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.

Responsibilities

• Voice of Customer (VoC) Leadership (15%)
• 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 (15%)
• 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 (10%)
• 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 (15%)
• 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 (10%)
• 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 (10%)
• 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 (10%)
• 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.

Requirements

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 Customer (VoC) programs and customer experience (CX) measurement.

Experience managing customer feedback ecosystems and survey research platforms.

Familiarity with research platforms such as Qualtrics, Morning Consult, Mintel, or similar tools.

Exceptional analytical, problem-solving, and strategic thinking skills.

Outstanding written, verbal, and presentation skills with the ability to influence executive stakeholders.

Detail-oriented with strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

Passion for understanding consumer behavior and transforming research into business impact.

Willingness to travel up to 10% for research activities.

Qualifications

None specified.

Skills

None specified.

Benefits

Free Play & 1/2 price food!

Health, dental, vision, 401(k) team member match, free mental well-being platform – and that’s just for starters for those who qualify.

View team member benefits here.

ADA

Topgolf is committed to preventing discrimination and harassment, including sexual misconduct, based on legally protected diversity characteristics.

EEO Statement

Topgolf is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.