Senior Customer Strategy & Insights Manager

The Role

At Stenn, we’re looking for a Senior Customer Strategy and Insights Manager to help us build, develop and execute on our customer strategy. This role will focus on

1. New product and customer discovery and driving new product pilots - right from conceptualising the vision, to working with cross functional stakeholders (risk, product, operations, customer, sales, marketing etc.) to run pilots 
2. Customer insights and Ideal Customer Profile (ICP) definition - running customer conversations, identifying areas of opportunity, sharing insights with colleagues etc. 
3. Go-to-market strategy development e.g., market expansion and new market entry for existing and new products
4. Competitor insights - gain insights into competitor pricing, GtM strategy, strengths and weaknesses etc. and help shape Stenn’s product (e.g., pricing)

Key Responsibilities: 

• New product and customer discovery and driving pilots for new products:
  For high opportunity products,

1. Define the problem statement from a customer standpoint, product vision and potential impact and quickly validate the solution with customers
2. Work with cross functional stakeholders (risk, product, operations, customer, sales, marketing etc.) to define the product, risk methodology, contracts and documents, pricing etc. to build a Minimum Viable Product (MVP)
3. Launch pilots with a few customers - use existing customers, and new customers via marketing initiatives (e.g., landing pages, campaigns etc
4. Get feedback from customers and iterate on the product 

By using methodologies that are a combination of (i) internal workshops with cross functional stakeholders (ii) customer conversations and interviews (iii) internal and external expert calls 

• Customer insights and Ideal Customer Profile (ICP) definition:
  Continuously run a process to identify customers and prospects to build a thorough understanding reg. our customers, their needs, areas of improvement and opportunity etc.
1. Run customer and prospect interviews
2. Use insights to build deep understanding of Ideal Customer Profile (ICP) at a geography and sector level
3. Set up a process to automatically reach out to customers to set up time
4. Run customer interviews and surveys, synthesize insights 
5. Bring in customer centricity by sharing learnings with all colleagues 
   
• Go-to-market strategy formulation: 
• 1. Develop a clear view of which markets to enter, why and in what sequence: This is typically a function of regulatory landscape, competitor dynamics, customer/ market need etc.
  2. Build robust hypotheses reg. market opportunity, e.g., combination of geography + segment / vertical + sub-region for existing and new products. Find credible sources of information for segment categories, market size and growth.
  3. Build sector / segment level views and identify credible industry-level reports to distill insights which would further help with hypothesis building
  4. Validate hypotheses with industry experts - both internal and external. Work with expert networks, screen experts, distill insights, synthesise key messages and present findings to senior management
  5. Work with sales and marketing to test hypotheses further via GtM motions. Based on learnings, build a concrete set of actionable opportunities  

Key Requirements: 

• 2+ years as an Associate at a reputed consulting firm (McKinsey, BCG, Bain, ATK, LEK, OW, big 4) post MBA
• 1+ years of  post consulting experience in Strategy & Ops/ Strategic Projects/ BizOps/ equivalent roles at a (or more) start up(s)
• Strong problem solving skills, structuring and analytical skills and communication skills
• Hands-on with data analysis, market research and syntheses
• Ability to develop, plan, shape and run workstreams independently 
• The ability to work quickly and leverage credible sources
• Experienced in conducting expert calls - running the end to end process from writing requirements, screening experts, running expert calls, synthesizing findings and shaping strategy