Customer and Market Insight Director

In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility. We are waiting for you to continue this story.

Responsibilities:
•    Identify market opportunities and evaluate the competitive landscape through comprehensive market research, demand trend analysis, and local behavior studies such as supply discovery.

•    Analyze growth drivers and blockers to provide strategic insights that support commercial decisions and market expansion initiatives.

•    Monitor and strengthen brand performance by tracking awareness, preference, and equity metrics, and leading initiatives that enhance brand value and alignment with customer expectations.

•    Lead customer journey analysis by identifying pain points, mapping end-to-end experiences, and proposing actionable improvements to optimize customer satisfaction.

•    Track key CX performance indicators (KPIs) through real-time dashboards and ensure ongoing reporting to drive operational excellence.

•    Oversee issue escalation and service recovery processes to improve experience consistency and foster customer loyalty.

•    Design and execute Voice of the Customer (VOC) programs, using NPS, CSAT, interviews, and focus groups to gather feedback from diverse user segments (e.g., VIP, active, churned).

•    Conduct competitive benchmarking to assess market share, product positioning, customer sentiment, and commercial or delivery advantages across the industry.

•    Deliver tailored, insight-driven research projects that support internal stakeholders with needs assessments, hypothesis validation, and market-grounded impact analysis.

•    Lead cross-functional insight teams and collaborate with Marketing, Product, Operations, and Strategy departments to ensure data accuracy, alignment, and strategic impact across the organization.

Requirements:
•    Minimum of 8 years of proven experience in market research, customer insights, or customer experience (CX) analytics roles.
At least Master’s degree in Marketing, Business Administration, or a related field.

•    Demonstrated leadership capabilities with a strong background in managing and developing high-performing teams.

•    A successful track record of translating data and insights into actionable business strategies that drive impact.

•    Deep expertise in both qualitative and quantitative research methodologies, from design to execution and analysis.

•    Proficient in using VOC tools, online survey platforms, and dashboarding systems to track and report key metrics.

•    Strong analytical mindset with excellent problem-solving abilities to address complex business challenges.

•    Exceptional storytelling and presentation skills, with the ability to communicate insights clearly to various stakeholders.

•    Collaborative approach with the ability to work effectively across departments and influence senior decision-makers.

Benefits:
•    Credit for: Vacations, Gym, Therapy.
•    Social Security & Complementary Insurance.
•    Educational platform of advanced courses.
•    Snappfood’s Discount codes.
•    Loans.