VP, Insights And Analytics

Aramark (NYSE: ARMK) proudly serves the world’s leading educational institutions, Fortune 500 companies, world champion sports teams, prominent healthcare providers, iconic destinations and cultural attractions, and numerous municipalities in 19 countries around the world. Our 280,000 team members deliver innovative experiences and services in food, facilities management and uniforms to millions of people every day. We strive to create a better world by making a positive impact on people and the planet, including commitments to engage our employees; empower healthy consumers; build local communities; source ethically, inclusively and responsibly; operate efficiently; and reduce waste. Aramark is recognized as aBest Place to Work by the Human Rights Campaign (LGBTQ), DiversityInc, Black Enterprise and the Disability Equality Index. Learn more atwww.aramark.com or connect with us on Facebook and Twitter.

The marketing team at Aramark is charged with building a strong brand and driving profitable growth in close partnership with our Business sector leaders. Through repeatable business models that leverage insights and data, Aramark marketers help build base business, obtain new business, and retain clients through concepts, programs, products and practices that drive positive outcomes for our clients by engaging consumers “at the moment of truth” – where we serve over 2 billion meals each year in workplaces, schools, colleges & universities, hospitals, sports & entertainment venues and other destinations around the country, and the world.

Position Objective

The Vice President, Insight & Analytics creates competitive advantage for Aramark by delivering market segment analysis, industry insights & fact-based client and consumer understanding coupled with performance data and proof points to fuel a growth agenda.

Position Overview

The Vice President, Insight & Analytics is accountable for defining, leading and managing Industry & Market Segment Research and Client & Consumer Insights to facilitate strategic and tactical decision-making across the organization. Additionally, the successful candidate will create and implement well-designed marketing analytic strategies & practices to enable faster, more informed business decisions through deeper client & consumer understanding of buying behaviors. This role is accountable for our proprietary Voice of the Consumer and Patient Connect programs, as well as client specific insights, menu, product, and concept innovation validation and providing insight & direction to other strategic projects. This leader is a key member of the Corporate Marketing team and works closely with senior leaders, business units’ operations, sales & marketing team members and other functional teams to prioritize research and analytics needs and support operation and business development efforts. This role will directly contribute to the company’s top line growth & consumer engagement and provides information used by the entire organization. The Vice President, Insights & Analytics will be responsible for using key insights coupled with strong analytical, strategic thinking to identify areas of opportunity to grow the business, and strong communication and interpersonal skills, to inform strategy at the highest levels and share expertise with clients & business partners.

Specific responsibilities include:

• Supervise, develop, and motivate a team of 5 full time employees to promote engagement and passion to deliver best-in-class insights & analytics. Cultivate an environment that fosters the team’s passion and curiosity to learn.
• Provide research, information & analysis of the market, industry, client & consumer landscape to foster greater understanding of our business segments and identify potential opportunities (may be in partnership with agencies/consultants)
• Provide direction for use of insights and analytics to drive positive outcomes for our clients, consumers and company
• Leverage insights and train others to use information to develop concepts, programs, promotions, products etc. that are relevant and impactful for clients, consumers & our company
• Identify unmet consumer needs to initiate innovation for new products and solutions in partnership with business units and other functional teams
• Lead consumer validation of new solutions and measure consumer satisfaction to determine opportunities to improve the offer/experience
• Own key performance indicator measurement process & data analysis to inform improvement recommendations for customer growth initiatives, existing and new programs/solutions
• Provide internal business partners with accurate and pertinent customer insights and dashboards that enhances and guides effective decision making
• Lead program management and continuous improvement of proprietary VOC platform, ‘Your Voice Counts’ and the Patient Connect rounding tool; Perform rigorous analysis to understand the drivers of overall and detailed customer/patient satisfaction; Help identify opportunity areas and actions needed to improve.
• Lead Patient Connect Program patient satisfaction rounding tool for food and nutrition services, environmental services, and patient transport to improve critical indicators and impact outcomes before the patient leaves the hospital.
• Translate insights, surveys & data into presentable and easily understandable findings for the various cross functional & Business Unit teams; Present key insights and provide strategic recommendations to clients in partnership with sales, retention & operation teams
• Identify opportunities to improve client & consumer insight gathering & analytical approaches, tools & automation to streamline the process and delivery of data, insights and/measurements.
• Partner with key strategic leaders in brand, B2C marketing, Operations & Field Marketing to prioritize insights & analytics needed to support profitable growth initiatives
• Perform ad-hoc customer & client qualitative & quantitative studies to answer business questions and produce data-driven stories that reveal key insights into perceptions, attitudes & behaviors
• Identify business performance trends, by analyzing and synthesizing consumer insights and data
• Collaborate with senior executives on key opportunities to grow consumer engagement, participation, and loyalty
• Determine when and how to use research tools and models, and interpretation and development of implications to address business problems
• Support and act as thought leader for consumer insights and trend research
• Define the information, reporting, and analytical needs of the organization related to marketing solution development & program measurement
• Manage day to day relationships with vendor partners to successfully execute ongoing insights platforms, driving for improvement in efficiency & effectiveness
• Optimize the portfolio of Aramark’s Research partners to ensure access to and leverage of “best-in-class” collaborators, methodologies & tools for maximum value.
• Establish, secure approval, and manage annual operating budget for the insights team as well as negotiate and monitor individual Business Unit research & insights project spend as needed

Success Measurements:

• Define the key metrics for consumer satisfaction & engagement that will result in increased participation, frequency & spend
• Working closely with key LOBs leaders, set overall KPIs related to consumer satisfaction, support execution & measurement to ensuring targets are met, monetize impact of meeting/exceeding targets
• Monitor, measure, and analyze the effectiveness of insight initiatives as they relate to the overall company's goals, while improving the effectiveness and efficiency of processes, programs, and infrastructure
• Review consumer perception reports and provide regular operational and strategic management updates to the senior executives and field teams
• Advance analytics capabilities to provide financial underpinnings to development initiatives and increase capacity to capture measurement pre & post deployment; formalize approach to report, review & respond to learnings
• Positive Feedback from internal clients and colleagues; recognized as subject matter expert by external clients

Other responsibilities include:

• Ability to reinforce an Insights/Analytics culture where key information & data inform projects & priorities to produce the greatest value
• Solving open-ended business problems with incomplete data and constrained timelines
• Applying strong Project Management and Business Consulting skills
• Ability to influence non-direct reports

Reporting Relationships

This position will report to the VP, Insights & Retail Strategy within the corporate marketing team and works within a matrix of other marketing team members.

The ideal candidate will have the following professional experience and skills:

• 10+ years related experience - Bachelor's Degree or Equivalent, MBA a plus
• Experience in leading & evolving strategic insights & analytics teams; Foodservice, hospitality or retail SME a plus
• Experience with & knowledge of insights and analytics platforms like Qualtrics, Salesforce or similar
• Knowledge of qualitative and quantitative analysis and ability to provide intuitive plain language understanding to C-level executives
• Demonstrated track record in balancing short- and long-term goals to drive the team’s mission forward while juggling daily needs for clients.
• Strong written, verbal and technical communication skills with thorough attention to detail
• Superior program management skills, including demonstrated ability to drive clear results and actions
• Analytical and critical thinking mindset with an eye towards opportunity assessments and action planning
• Strong presentations skills and ability to craft a strategic data narrative
• Strong interpersonal skills with a focus on collaboration
• Ability to thrive in a fast-paced, results-driven environment
• Ability to function autonomously, be a self-directed and self-motivated, dynamic, and decisive

• Excellent organizational, time management, and communication skills.

Other skill sets and experiences required, include:

• Must demonstrate the ability to impact and influence at multiple levels of the organization and across the enterprise.
• Must also possess strong collaboration skills coupled with experience at networking in a large organization, including partnering with other departments and stakeholders to understand need and generate appropriate, innovative solutions.
• Ability to partner with the corporate IT department to develop technology solutions that advance data capture, aggregation and dissemination
• Strong quantitative skills developed and demonstrated through past hands-on project experience
• Demonstrated success in identifying key business trends and issues with a consultative application of analytical insights and return on investment