About this role
S'more about the team
HelloFresh is looking for a Senior Manager, Product Strategy and Innovation to join our Product Innovation team as the ultimate champion for our customers. This role sits at the heart of our growth strategy, turning data into delight. You will be responsible for deep-diving into the customer journey, from the moment they browse our menu to the moment they take their first bite, identifying friction points and building the roadmap to solve them. You aren't just analyzing data; you are advocating for a world-class experience that keeps our customers coming back for seconds.
Lettuce share what this role will be responsible for
• Be the Customer Experience Expert: Monitor and analyze key customer metrics, including Retention, Net Promoter Score (NPS), and qualitative feedback, to identify trends and friction points throughout the customer lifecycle.
• Drive Hypothesis-Based Research: Use a scientific approach to identify opportunities for improvement. You’ll form hypotheses, gather data, and perform deep-dive research to prove (or disprove) what will move the needle for our customers.
• Lead Customer Advocacy: Act as the "Voice of the Customer" across the organization. You will partner with Culinary, Procurement, Tech, and Operations to build a compelling, data-backed case to invest in customer-facing improvements.
• Own Strategic Scoping: Build and maintain a comprehensive roadmap of customer improvement initiatives. You will be responsible for forecasting the retention impact of these projects and prioritizing them based on business value.
• Master Cross-Functional Stakeholder Management: Navigate a complex organizational structure to align different teams behind a unified customer vision, ensuring that "Customer First" isn't just a slogan, but a strategy.
• Bridge Operational & Financial Results: Much like an FP&A partner, you will bridge the gap between operational performance (e.g., delivery accuracy, food quality) and financial outcomes like Lifetime Value (LTV).
• All other duties, as assigned.
Sound a-peeling? Here's what we're looking for
• 6+ years of professional experience in Strategy, Management Consulting, Finance, or Marketing Analytics.
• 4-year degree in Business, Engineering, Statistics, or a related field; an MBA is a plus.
• A proven track record of using data to drive improvements or product roadmaps.
• Advanced proficiency in data visualization and a strong comfort level with using large data sets to extract your own insights.
• Experience with NPS and Voice of the Customer (VoC) metrics
• Experience leveraging AI tools to enhance analytical workflows, accelerate insight generation, and support data-driven decision-making
• Strong financial acumen: You understand how a 1% shift in retention impacts the bottom line and can speak "Finance" just as well as "Customer."
• You are:
• A strong communicator: You can tell a story with data that makes stakeholders want to take action.