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Expert Customer Strategic Planner (#4316)

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Expert Customer Strategic Planner Contractor required for 3-9 months

Department Overview

Aquent's San Francisco Utility client is seeking an Expert Customer Strategic Planner. Must possess a strong Planning background. The Customer Insight & Strategy Department utilizes our values of integrity, accountability and excellence every day and has been created to ensure the customer perspective is prioritized, captured and incorporated into the work that we do. Through strategic and thoughtful research, surveys, customer experience strategies, data gathering, analysis, and collaboration with internal partners, we strive to delight our customers by ensuring deeper insights about our residential and business customers are embedded into our product, marketing and sales plans.

Position Summary

This Expert Customer Strategic Planner will plan market research, leverage customer insights, and help define the overall customer strategy for small-to-medium business customers to shape product, marketing and sales plans and enhance the brand experience.


• Plans and recommends customer research (qualitative and quantitative) and data analyses
• Leverages all sources of customer insight to guide deeper customer understanding
• Determines the business customer strategies as input into product, marketing and sales plans.
• Who are they?
• What do they want?
• Through what channels?
• Determines product positioning based upon business objectives
• Defines effective strategies that promote a positive customer experience, enhance marketing communications, improve service, and results in customer satisfaction
• Translates structured business customer input, market analysis and competitive benchmarking into specific segment strategies and new product opportunities



• Bachelor’s degree in Marketing, Business, Communications or equivalent
• Minimum of 8 years experience in customer research, customer strategic planning, or account planning
• Well versed in quantitative and qualitative customer research methodologies and analysis

• Experience working at an advertising agency in insights or account/strategic planning preferred
• Experience in consumer packaged goods, financial services, utilities or retail industries, preferred
• Proficient in Microsoft Office Suite (e.g., Word, Excel, PowerPoint, Outlook)

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