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Global Head of Consumer Insights

San Francisco, California Requisition Number R0034936 Division StubHub

At StubHub, our mission is to bring the joy of live to fans globally. We’re the world's largest ticket marketplace, and we make sure that the events where you want to be are never sold out.

The Role:

We are looking for a Global Head of Consumer Insights to join our Marketing team. You will be responsible for leading a team of consumer insights experts to draw out key insights based on data to inform key business decisions at StubHub. We are seeking an experienced leader and strategic thinker looking to build a truly fan-first business. This role requires a high level of collaboration across multiple departments as well as with our research partners. Here, you will be instrumental in helping all members of the organization develop actionable insights and strategic recommendations to solve fan friction, delight our customers and win their loyalty, and to grow our business faster globally.

You will inspire teams and leaders to take action and make decisions by serving as the champion of our fans. You will lead a team of consumer insights professionals in the application of research methods, analytics and synthesis to build compelling, persuasive cases for action. You will help others translate business questions into research objectives and, in turn, into studies and learning plans. You will serve as a leader with vision, partnering with a variety of teams, spanning—among others—marketing, product, and customer experience, while influencing decisions at the highest levels of the company.

This role reports to the senior director of global brand marketing and leads a team of two.

Responsibilities

  • Lead and develop a team of Market Research & Insights professionals

  • Lead the consumer insights function at StubHub, and partner with Marketing, Product, Consumer Experience, NORAM and International teams as the voice and advocate of the consumer to guide the brand and business strategies. Builds strong relationships with these groups to achieve the role of trusted thought partner and strategic advisor.

  • Communicates insights via compelling business storytelling to drive business action, and shares best practices and learnings to contribute to the continuous improvement of marketing, product and customer experience

  • Align projects to link to overall planning timelines, and use influence management to anticipate and solve key conflicts/trade-offs in timing

  • Serve as an evangelist for the Consumers Insights team with executive team and company at large, building strong relationships and trust in the team and its capabilities.

  • Proactively communicate key insights and trends to all relevant business partners on a regular basis - including but not limited to leading a quarterly trend reports, regular synthesis of key research projects, NPS reporting, brand health reports, and other strategic recommendations based on internal and external data analysis and research.

  • Lead a team of consumer insights managers - responsible for their professional growth and development

  • Define ways of working for Consumer Insights team, including prioritization process, relationship with user research and other cross-functional teams

Skills & Qualifications:

  • Senior leader with 10+ years of relevant experience in Consumer Insights

  • Proven track record of leading teams to achieve step-change improvements while working collaboratively with team members across different functions of the business

  • Strong business insight and critical thinking skills with a focus on influencing business strategy

  • Strong project management skills and ability to plan and prioritize work effectively in a fast-paced environment

  • Excellent communication and storytelling skills with consistent history of translating data into key consumer learnings and insights that can then be translated into actionable business strategies to drive measurable results.

  • Experience leading, managing and motivating others, both directly and indirectly

  • Demonstrable ability to build and grow strong cross-functional relationships

  • Experience working with various research vendors and synthesizing other research points into informed opinions and research backed directions/action

  • Outstanding analytical skills with previous experience structuring and performing complex analysis in the digital marketing space

  • Deep understanding of core analytics platforms, qualitative and quantitative, market research processes and tools and analytical models

  • Strong understanding of how consumer insights can be used to impact and work with media channels, including POV on targeting, creative testing and measurement

  • Savvy and “in the know” about trends relevant to today’s live events (sports, music, theatre, arts)

  • Strong knowledge and experience with both quantitative and qualitative research methods

  • Strong knowledge of statistics (descriptive and inferential) and their use in quantitative research methods

  • Proficiency with SPSS, R, or other statistical software packages with the ability to direct others in their use & application

  • Experience with external/syndicated data collection and analysis

  • Passion for live events - sports/concert/entertainment enthusiast a plus

Are you interested in joining an ambitious and close-knit team dedicated to solving meaningful customer problems? Your work will have a significant impact on the business, and help spread the joy of concerts, theater, and sports around the world.

We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about our Diversity & Inclusion click here: https://www.ebayinc.com/our-company/diversity-inclusion/.

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eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

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eBay Inc. is an equal opportunity employer, dedicated to workforce diversity. All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability or long term unemployment circumstances. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at globaltalentacquisition@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible.

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