Job Details

Requisition Number 17-0046
Post Date 9/11/2017
Title Director, Market Research
Organization Concordia Plan Services
Job Grade 8
City St. Louis
State MO
FT/PT Full Time

Mission and Vision

  • Concordia Plan Services ‘walks together’ with LCMS ministries in caring for workers and their families…so that the Word of God continues to spread!
  • Our 2020 vision is to transform CPS from being solely a benefits provider to the most widely recognized source of employer and worker-related solutions for LCMS ministries.


Reporting Relationships

  • Director, Market Research reports to the Vice President and Chief Marketing & Growth Officer


General Summary

  • Responsible for CPS research at strategic, operational excellence and customer experience levels. Provides primary support to the Chief Marketing and Growth Officer and the Executive Team. Serves as an expert on contemporary industry research practices to improve CPS customer engagement and experience. Influences R&D investments in support of future pilots driven by technology development, customer and member adoption and competitive forces.


Essential Job Functions

  • Directs market research supporting CPS to provide actionable insights at strategic and operational levels. 
  • Directs competitive intelligence via regular market scans and third party source, as well as reporting findings that may impact CPS strategic decisions.
  • Directs Voice of the Customer research, performance reporting and recommendations for improving the customer experience. 
  • In collaboration with marketing, sales and business development, products and customer service, keep CPS informed about changing customer behaviors and buying preferences and patterns.
  • Responsible for understanding and developing the “buyer” journey and developing research-informed personas for key ministry decisions makers.
  • Oversee gathering and analysis of marketing channel data and campaigns, ensuring optimized marketing systems.
  • Works in close collaboration with CPS analytics team on data analysis and insights.
  • Acts as consultant within CPS on market research issues. Presents research findings and implications to key internal and external stakeholders.   
  • Occasional travel requirements.

Education and Experience

  • Bachelor’s degree (Master’s degree preferred) in business, marketing, market research, economics, quantitative methods, psychology or library sciences.
  • Eight (8) years’ experience in market research, preferably at a managerial level. 
  • Demonstrated experience in emerging market research practices such as ethnography, data visualization, online qualitative and quantitative, big data, text-social-mobile analytics, loyalty measures, crowdsourcing or community development.
  • Experience in primary, secondary and customer satisfaction processes.
  • Experience with Adobe Analytics, Google Analytics and analytical data from marketing automation platforms.


Competencies (Knowledge, Skills and Abilities)

  • Strong research, statistics, data analytics knowledge base / subject matter expertise, including: methods, tools, and applications.
  • Strong skills in standard PC application, with expertise in spreadsheet, word processing, statistical analysis, database management and computer graphics software.
  • Proven ability to lead and contribute to development and implementation of strategic plans.
  • Strong analytical and statistical skills essential.
  • Ability to select, interpret and communicate advanced research and analytic techniques including, factor, cluster, regression and other multivariate analysis
  • Is energized by and adapts easily to change; welcomes new opportunities; personal maturity to evaluate and manage uncertainty and stress effectively. Ability to initiate, sponsor and implement change with sensitivity to tradition and history.
  • Ability to articulate information simply and concisely in person, over the phone and in writing, and to reflect CPS values (integrity, compassion, excellence, stewardship, accountability) in all internal and external communications.
  • Demonstrates a high commitment to the organizational mission by applying concepts and principles of the Integrity Service program or similar values-based customer service program; is dedicated to meeting the expectations and requirements of internal and external customers.
  • Learns new skills easily, climbs learning curve rapidly, and applies new knowledge quickly.
  • Ability to navigate effectively in highly regulated industry and with complex organizations; understanding of LCMS structure and operations.
  • Accepts accountability for one’s own or one’s employees’ performance by setting clear goals and expectations, tracking progress, providing feedback and coaching, and addressing performance problems and issues promptly; actively participates in employee development and seeks continuous learning to improve personal and team performance.
  • Develops engaging and creative formal presentations; skilled with a variety of presentation and communication formats (one-on-one, small and large groups, with peers, direct reports and senior management).
  • Uses logical, systematic and sequential approach to solve difficult problems; is excellent at objective analysis, and engages others in analyzing and developing solutions; anticipates the implications and consequences of situations and takes appropriate action.
  • Manages resources, time, money and scope of a project; plans, organizes, motivates, and controls resources to achieve project goals effectively and efficiently; identifies the information needed and the appropriate resources, and uses skillful questioning to obtain information.
  • Steadfastly pushes self for results, prioritizing and executing tasks effectively with minimal supervision; maintains focus on organizational goals.
  • Ability to analyze the organization’s competitive position by considering market and industry trends, existing and potential customers (internal and external), and strengths and weaknesses as compared to competitors.
  • Interacts effectively with a wide variety of people; respectful and maintains the dignity of others; amicable; fosters differing opinions and values input from various perspectives.
  • Ability to develop, maintain, and strengthen partnerships with internal and external customers; participates fully on assigned and adjunct teams; fosters a collaborative spirit; ability to demonstrate interest, skill and success in getting groups to work together.


Supervisory Responsibility

  • Director, Market Research supervises the Marketing Operations Analyst.
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