Insights and Experience Manager

Sprague is passionate about delivering diverse products and programs that warm, power and move the world. We keep homes warm through Northeastern winters and hospitals cool through summer. We help small businesses focus on serving their communities, and our renewable fuels keep our country's infrastructure running. From importing wind energy components to deploying leading-edge solar technology to help power terminal facilities, we are committed to continually evolving to meet our customers' changing energy needs.

Our Culture

We recently surveyed our employees to ask them their favorite part of the job. They answered, "The people I work with."

In addition to great coworkers, you'll enjoy perks like medical benefits and retirement contributions that start on your first day. Employees start with three weeks (15 days) of paid vacation time per year! Sprague also provides tuition reimbursement for any employee that would like to further their education. Sprague has adopted a casual business dress code where you can wear jeans to work! Do you like to get involved where you work? Is giving back important to you? It's important to us, too! Sprague donates back to the communities in which we live and work every year, and provides opportunities for employees to support various charities throughout the year. In addition, Sprague offers paid volunteer time to allow employees to support charities which are meaningful to them. Sprague has a range of committees to support varying initiatives (Sustainability, Charitable, Scholarship, Innovation, FunForce, etc.). Sprague is a place that cares about its employees, its community, and about creating a place where people want to come to work every day.

Plus, we have some great benefits!

• 401(k) Traditional and Roth plans with employer match of 100% of the first 6% of the employee's contribution
• Defined Contribution Plan with an automatic contribution from Sprague
• Paid Volunteer Time
• Flexible Working Policy
• Choice of high deductible and PPO Health Plans to fit your individual needs
• Wellness Program

We want to hear from you!

The Experience and Insights Manager is a strategic leader responsible for driving business growth through data-driven insights and exceptional customer experience. This role will lead the collection, analysis, and interpretation of market, competitive, customer, and business data to identify growth opportunities, inform strategic decisions, and optimize customer interactions. By translating insights into actionable strategies, this individual will enhance customer loyalty, drive revenue, and strengthen brand positioning across all physical and digital channels.

Key Responsibilities:

• Customer Experience Management
• Own and optimize the customer experience across all digital channels and physical interactions to increase customer satisfaction and loyalty, while driving new revenue.
• Collaborate with cross-functional teams to develop customer journey maps covering all touchpoints, identifying opportunities to enhance customer engagement and drive repeat business.
• Define and implement strategies to enhance customer satisfaction, loyalty, and advocacy, resulting in increased customer lifetime value.
• Track and improve key performance indicators (KPIs) such as customer satisfaction, Net Promoter Score (NPS), customer effort score (CES), customer lifetime value (CLTV), and customer retention rates.

Primary Research:

• Develop, conduct, and manage primary market and customer research, including surveys, interviews, and focus groups, to identify emerging trends and customer preferences.
• Develop, conduct, and manage primary research studies for customer satisfaction, market segmentation, brand health/equity, and new product/service concept testing and development, to validate growth strategies.
• Conduct statistical data analyses, including the application of advanced techniques as needed, to quantify market potential and inform investment decisions.

Competitive Intelligence:

• Gather and analyze publicly available intelligence data, including competitor pricing, product launches, digital marketing channels, marketing campaigns, and financial performance, to identify competitive advantages.
• Extract actionable competitive intelligence from brand health/equity primary research studies to inform strategic positioning and market penetration.
• Compile and synthesize competitive intelligence data from multiple sources to develop comprehensive market assessments.

Market & Business Analysis:

• Analyze business performance data, including sales, marketing, and customer data, to identify areas for optimization and revenue growth.
• Conduct Strengths, Weaknesses, Opportunities and Threats (SWOT) Analyses for each business unit
• Collaborate with business intelligence to build data models in Microsoft Power BI to forecast market trends and predict business performance.
• Conduct statistical data analyses, including the application of advanced techniques as needed, to identify correlations between marketing efforts and revenue growth.

Qualifications:

* Bachelor's degree in Marketing, Business, Economics, Statistics, or a related field. Market Research Certification or Experience Management Professional (XMP) Certification a plus.

* 10+ years of experience in market research, competitive intelligence, and/or customer experience management.

* Proven experience developing and executing customer experience strategies that enhance customer loyalty and increase revenue.

* Proven experience developing, consuming, and acting on marketing research and insights to drive business growth.

* Well-versed in CX experience strategy and UX design principles, with a focus on delivering measurable business results.

* Highly proficient with survey & research tools (Qualtrics or equiv.)

* Proficient with relevant research & insights outputs (e.g., key driver analysis, brand driver analysis) and translating them into branded customer experience enhancements that drive revenue growth.

* Proficiency in data analysis and visualization tools (e.g., PowerBI or equivalent).

* Proficiency with project management tools (Smartsheet or equiv.)

* Proficiency with customer relationship management (CRM) systems (Salesforce or equiv.) and other customer experience tools.

* Strong analytical and problem-solving skills with the ability to analyze complex data sets, identify growth opportunities, and draw meaningful insights.

* Excellent written and verbal communication, interpersonal, and presentation skills, with the ability to effectively communicate insights and recommendations to stakeholders.

* Strong project management and organizational skills, with a proven ability to manage complex projects and deliver results on time and within budget.

* Ability to work independently and as part of a team, demonstrating strong leadership and collaboration skills.

Who we are:

Sprague takes a collaborative, customer-centric approach to providing best-in-class energy products and related services throughout the Northeast. Founded in 1870, we pride ourselves on offering customers the expert solutions and high-quality service that help their businesses thrive in any market landscape. Sprague values innovation, safety, integrity and people. We know that our people are what set us apart from our competition, and we work hard to make sure each employee across our 20+ locations knows how important they are to our community.

Come join us to learn why we are consistently celebrating 20-, 30-, and even 40-year anniversaries here at Sprague!

Sprague is an EEO/AA employer. We strongly encourage minorities, females, Vets and individuals with disabilities to apply.

As a federal contractor we adhere to OFCCP employment regulations. Click here for OFCCP compliance information