Senior Manager, Customer Insights

SymphonyAI•Orlando, FL

About The Position

SymphonyAI Retail is a leading provider of advanced AI-driven solutions and services specifically designed for the retail industry. We empower retailers and consumer packaged goods (CPG) companies with innovative technology to enhance their operations, optimize decision-making, and deliver exceptional customer experiences. We are now hiring a Senior Manager, Customer Insights to join our team! This is a role for someone who doesn't just deliver insights — they embed themselves in the client's world, become indispensable to the team, and make the analytics platform part of how the client thinks every day. As a Senior Manager, Customer Insights, you will be the dedicated consulting presence inside one of our grocery retail clients — working alongside category managers, merchant teams & leaders to translate customer data into decisions. You will own your client relationships, manage your own priorities, and deliver high-quality, actionable work without waiting to be told what to do. What sets the best people in this role apart isn't just analytical skill — it's curiosity. The ability to hear a business question and ask three more questions before touching the data. To probe, spiral, and get to the real problem underneath. And then to bring the answer back in a way the client can actually use. You will also be a champion for SymphonyAI tools — including the AI-powered capabilities that are increasingly central to what we deliver. That means actively using AI tools in your own work, helping clients understand what AI-driven insights mean for their business, and being the person who makes new technology feel accessible rather than intimidating.

Requirements

5–7 years in consulting, category management, or merchandising
Direct client-facing experience in grocery retail or CPG
Proven ability to work independently in a client-embedded environment
Hands-on SQL or data querying capability
Proficiency with BI tools (Power BI, Tableau, or similar)
Strong working knowledge of customer/loyalty data
Bachelor's degree in Business, Analytics, or related field
Demonstrated consultative problem-solving approach

Nice To Haves

Active use of AI tools (ChatGPT, Claude, Gemini, Copilot, etc.) in day-to-day work
Experience helping clients adopt or trust AI-driven analytics outputs
MBA or Master's degree
Experience coaching or training client teams on analytics tools
Experience with SymphonyAI or similar retail analytics SaaS
Track record of expanding tool adoption within a client organization
Experience at a management consulting firm
Experience in pricing, promotion, or assortment analytics

Responsibilities

Embedded Client Consulting
Serve as the day-to-day customer insights partner for your assigned clients — present, engaged, and proactively adding value.
Build trusted relationships with category managers, merchants, and senior leaders through consistent delivery and deep business understanding.
Represent SymphonyAI on-site or virtually as a seamless extension of the client's team; not a vendor relationship.
Manage your own project queue, prioritize competing demands, and deliver without relying on escalation or hand-holding.
Probe, Spiral & Deliver Actionable Insights
When a client asks a question, ask three more — understand the business problem behind the business question before building anything.
Lead end-to-end analytical projects from data pull through synthesis, story, and recommendation.
Convert complex outputs from customer, loyalty, and merchandising data into clear, decision-ready insights.
Ensure every deliverable answers 'so what?' and 'now what?' — not just 'what happened.'
Maintain a high bar for quality and rigor; validate your own work before it reaches the client.
AI & Tool Advocacy
Actively use AI tools in your own day-to-day work for analysis, synthesis, drafting, and problem-solving — and bring that hands-on familiarity into client conversations.
Help clients understand, interpret, and trust AI-driven insights from SymphonyAI platforms, translating outputs into plain language and clear business implications.
Bridge the gap between 'the AI said this' and 'here's what you should do about it' — making AI-powered recommendations actionable and credible.
Train client teams on SymphonyAI tools, actively demonstrating how AI-driven features connect to their specific business outcomes.
Bring a consultative-sales mindset to tool adoption: understand the client's goals well enough to show — not tell — why the tools matter.
Relay client feedback on AI features and tools back to internal product and delivery teams.
Cross-Functional Collaboration
Partner with CPG-focused groups on joint business planning and category-level insights.
Contribute to best practices, training materials, and team knowledge-sharing.
Participate in quality control and validation of reporting and data outputs.
Support team and client meeting preparation, bringing your client knowledge to the table.