Head of Customer Research and Insights at Klaviyo

| Greater Boston Area
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Klaviyo is growing rapidly and profitably. Our platform handles billions of events and consists of multiple building blocks that can be combined and reused to deliver outstanding value for customers. Our hypergrowth opens up many interesting opportunities to excel and grow - from scaling to 10X the previous year workload, to being part of internal start-ups that seek to explore markets that our technology can help, to being part of a team that is constantly reinventing themselves to continue to deliver customer value faster even as we continue to grow in size.

Why You Should Join the Marketing Team:

As Head of Customer Research and Insights you will have experience leading high performing research teams and several years of experience in the market research field. This role will report into the Head of Marketing responsible for driving strategic research initiatives across Creative Development, Strategy, Brand, Product Marketing, Self Serve, and Partner/Channel Marketing teams across US and ROW. You will have prior experience managing quant and qual studies end to end with a keen sense of how to use primary, secondary and big data analytics to make business decisions.

How You will Make a Difference: 

  • Lead the insights framework and effectively create relevant customer research insights: including customer segmentation, NPS, Brand Perception, etc
  • Direct and run consumer, brand, media and marketing research (qualitative and quantitative) to uncover insights into who our customers are, what motivates them and how we can better develop and message our products and services.
  • Identify research needs in support of business planning and product planning and share findings to influence planning.
  • Actively conduct research as required to maintain current understanding of competitive products, sales tactics, target markets and market penetration, pricing, etc. Ensure information gathered is used to effectively influence product planning, business strategy, etc.
  • Develop and secure approval for an annual market research plan in collaboration with marketing and business leaders to generate strategic insights.
  • Assess marketing programs and contribute to continual improvements in effectiveness.Select and manage outside vendors to ensure quality and adherence to timelines and budget.
  • Provide periodic reports on progress towards the achievement of all program goals and the effectiveness and ROI of research/insights activities.
  • Contribute to overall marketing brainstorming, idea generation, and strategizing about business decisions, partnerships, and projectss.
  • Collaborate with overall Marketing team and other teams as needed to support business and company goals.

Who You Are: 

  • 10+ years experience in the market research field
  • Team management experience
  • Experience leading media primary research such as episode testing, dial and theatre testing, concept testing, series maintenance
  • Direct experience leading primary research studies across various methodologies: online quant surveys, focus groups, 1:1, ethnographies, online qual, mobile
  • Exhibit strong written and verbal communication skills to convey key insights to senior leaders
  • Third party vendor/research partner management experience
  • Experience with applied statistics, predictive analytics, and mixed methodology research
  • Experience on the research vendor side or within the research group of a media company

Get to know Klaviyo

Klaviyo is the world’s leading owned marketing platform known for accelerating revenue for online businesses using the channels they own like email, web and mobile. Enabling companies to leverage these owned marketing channels, Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. And unlike other marketing platforms, Klaviyo doesn’t force companies to compromise between advanced functionality or ease of use - so companies of all sizes are able to maximize their sales quickly. That’s why 50,000 innovative companies like Unilever, Custom Ink and Eventbrite sell more with Klaviyo.

Klaviyo does not tolerate and prohibits discrimination, harassment or retaliation of or against job applicants, contractors, interns, volunteers or employees by another employee, supervisor, vendor, customer or any third party.


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We're in the heart of the Financial district with easy access to public transportation and a short walk from South Station.
“Life’s Too Short To Work With Brilliant Jerks”: Klaviyo Employees Are Brilliant *And* Supportive
Watch

An Insider's view of Klaviyo

What’s the vibe like in the office?

The simplest way I would describe the Klaviyo office is "energy". From the minute you start your day there's an excitement that everyone is working toward the common goal of helping businesses grow. It's a pretty amazing thing to be a part of and you can really feel it.

Jon

Director of Community Management

How do you collaborate with other teams in the company?

One of the great things about working at Klaviyo is that I get to work with amazing people from across the organization. While working in Finance isn’t intuitively a role that involves a lot of collaboration - Klaviyo’s finance team has regular interactions and team syncs with Sales Ops, Customer Support and the People Team!

Tai

Staff Accountant

What are Klaviyo Perks + Benefits

Klaviyo Benefits Overview

Klaviyo pours into team members by providing a diverse and inclusive environment. We also take pride in our quality health benefits and programs. In our efforts to achieve overall happiness for Klaviyos, we offer competitive salaries and 401K planning through Principal. Protect yourself against hardships with life and disability insurance, continue learning and developing with tuition reimbursement, and achieve peace with Headspace. Additional perks include unlimited vacation time, employee referral bonuses, commuter expenses, fitness reimbursements, free books, and a thriving company atmosphere.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have a diversity and Inclusion committee that sponsors monthly company-wide activities to educate and enrich our employees.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Klaviyo employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Disability insurance that covers 60% of annual salary.
Dental Benefits
Our dental plan covers : 100% for preventative care., 80% for basic restorative, 50% for major restorative.
Vision Benefits
Our vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary up to 300k.
Wellness Programs
Onsite Gym
Team workouts
Live virtual Yoga
Mental Health Benefits
For example, free access to Headspace meditation app
Retirement & Stock Options Benefits
401(K)
Klaviyo's 401k plan offers stocks, bonds and international index funds to choose from.
401(K) Matching
Company Equity
Klaviyo offers equity packages to full time employees.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave.
Flexible Work Schedule
Klaviyo provides employees with a flexible work schedule that includes Core hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Klaviyo offers unlimited time off.
Paid Holidays
Paid Sick Days
Klaviyo offers unlimited time off.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Klaviyo offers Tax preferred transit and parking plans for employees.
Company Outings
Klaviyo Hosts bi-annual company parties and milestone celebrations when targets are reached ! ( usually once a year)
Game Room
Klaviyo offers ping-pong tables, and a number of different gaming consoles for employee use.
Stocked Kitchen
Klaviyo offers a WELL STOCKED FREE kitchen with snacks and drinks for all employees.
Some Meals Provided
Klaviyo often surprises employees with free breakfast or meals and Free lunch on Wednesdays for all!
Happy Hours
Happy hours are hosted Once per week on Fridays!
Parking
There is a parking garage in the building.
Recreational Clubs
Fitness Subsidies
Klaviyo offers 3 months of subsidised gym membership.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $3000 for continuing education.
Diversity Program
Lunch and learns
Klaviyo hosts weekly Lunch and Learns.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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