Senior Manager, Voice of Customer

What You Need To Know

Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people – and equips them with leading technology, continuous learning, and the ability to bring their best selves to work. As North America's largest total beverage distributor, Southern Glazer’s isn't just one of Forbes’ Top Private Companies; it's a family-owned business with deep roots dating back to 1933.

Southern Glazer’s is proud of its well-earned positive reputation, continually achieving accolades for our outstanding workplace culture. We take pride in creating a culture where our people are valued, supported, and provided opportunities for growth and belonging.

As a full-time employee, you can choose from a wide-ranging menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

By joining Southern Glazer’s, you would be part of a team that values excellence, innovation, and community. This is more than just a job – it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people.

Overview

We’re looking for a Senior Manager, Voice of Customer to lead how we capture, analyze, and act on customer and market feedback for digital products across multiple channels. Reporting to the Director, Go-to-Market and Product Marketing Strategy, this role owns the full VoC feedback lifecycle from collection through reporting, as well as Voice of Market (VoM), consolidating the two into a unified view that drives deeper, more actionable insights. You’ll also build the self-service infrastructure that lets teams across the company access insights on their own, and partner closely with the Digital Enablement Organization at the national and subregional levels.

This is a hybrid role: part VoC/VoM program manager, part data/reporting builder. You’ll need both the customer-insight instincts of a traditional VoC leader and the technical chops to build dashboards and tools.

The ideal candidate is a strategic thinker, skilled in research methodologies, and passionate about championing the customer’s voice throughout the organization.

Primary Responsibilities

• Develop and Lead VoC/VoM Strategy:
  • Own the end-to-end Voice of Customer program: survey design (NPS, CSAT, CES), feedback collection across channels, and ongoing sentiment tracking.
  • Own Voice of Market strategy: market-level intelligence, competitive signals, and external trend data that complement direct customer feedback.
  • Design and lead the consolidation of VoC and VoM into a single, unified insights framework, connecting customer sentiment with broader market context to surface deeper, more strategic findings.

• Insight Generation and Reporting:
  • Build and maintain reporting cadences (weekly/monthly/quarterly) that translate raw feedback into clear, actionable insights for leadership.
  • Design and build self-service dashboards and tools on Databricks so teams can explore customer and market insights independently.
  • Develop data pipelines that unity feedback data from multiple sources into a single, queryable structure.
  • Use AI coding tools (such as Claude code) to accelerate the development of internal tools, automate reporting workflows, and prototype new self-service capabilities.
  • Identify trends and root causes across combined VoC/VoM data, partnering with Product and Engineering to close the loop on recurring issues.
  • Monitor the impact of implemented changes and maintain a feedback loop for continuous improvement.

Additional Primary Responsibilities

• Stakeholder Engagement:
  • Partner with the Digital Enablement Organization at both national and subregional levels to align feedback and market insights with digital strategy and rollout priorities.
  • Collaborate with cross-functional teams (product, design, marketing, commercial sales) to ensure customer insights inform decision-making and product development.
  • Serve as a liaison between VoC/VoM and production support, tracking issues through to resolution and closing the loop with customers and internal stakeholders.
  • Build relationships across the organization to champion customer-centricity and secure buy-in for VoC initiatives.

• Program Management:
  • Manage relationship with VoC platform vendor and program operations, including survey design, participant recruitment, and data quality assurance.
  • Identify feedback signals that point to technical or performance issues (bugs, outages, degraded experience) and route them to the production support team for triage and investigation.
  • Continuously improve how feedback and market intelligence are captured and surfaced, reducing manual reporting overhead over time.

Minimum Qualifications

• Bachelor's degree in design, psychology, marketing, human-computer interaction, or a related field
• 5+ years of experience in Voice of Customer, customer insights, CX/market analytics, or a related role
• Proven experience managing a VoC program end-to-end: survey design, feedback/market data collection, and stakeholder reporting
• Proficiency in qualitative and quantitative research methods
• Comfort triaging customer-reported issues and routing them to the technical teams, with the judgement to distinguish product feedback from genuine technical/performance problems
• Strong analytical and problem-solving skills, and comfort building self-service tools that reduce reliance and manual, one-off analysis
• Experience with Claude Code or other AI-assisted coding tools strongly preferred
• Excellent written and verbal communication skills with the ability to translate messy, qualitative feedback and market data into clear narratives for both executives and technical team
• Proficiency in research tools and software (e.g., SurveySparrow, Quantum Metrics, Adobe Analytics)
• Ability to work independently and manage multiple projects simultaneously
• Experience in B2B or B2C environments with complex customer journeys

Physical Demands

• Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor) or adding machine
• Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, and stooping
• May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

EEO Statement

Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SGWS complies with all federal, state and local laws concerning consideration of a qualified applicant's arrest and/or criminal conviction records. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.

If you have any questions or concerns about whether this posting complies/adheres with local pay transparency requirements, please contact the SGWS talent acquisition team at NationalTA@sgws.com