Joel Hoff

Director of Consumer Insights

FULLBEAUTY Brands · New York, NY

Present

Responsible for all consumer and market research efforts including brand tracking, segmentation, UX and customer experience. Also directs qualitative research, competitive intelligence activities, NPD and ad-hoc research. Partners with C-level executives to define VOC and CX strategy and creates action plans driven by insights. • Launched a customer experience program, resulting in an 8-point increase in NPS • Developed hallucination-free AI agents to synthesize high volumes of qualitative feedback, providing Operations, E-commerce, and Merchandising teams with trustworthy, data-backed recommendations from open text fields • Designed and implemented a brand tracking and competitive benchmarking study • Turned product reviews from a static report into a corporate wide quality KPI with interactive reporting and quality improvement process. Improved Power-Reviews average by more than 10% • Implemented market segmentation and brand persona development • Conducted UX/UI research, understand…

Manager of Customer Experience

Volvo

• Designed a program that measures loyalty at all key touch points of the customer experience for the North American markets. This program is utilized across the organization from dealers to executives. • Implemented NPS (Net Promoter Score) as a KPI for the North American Business Units • Implemented Service CSI in 2005. 2008: #1 J.D. Power Dealer Service Award • Increased customer satisfaction for the distribution network in North America by 15% • Partner with C-Level executives to setup action plans driven by customer feedback • Responsible for development, deployment and training of an online action-oriented reporting tool • Successfully partner with research suppliers to improve service and reduce cost by $500k • Manage qualitative research to provide useful insights on variety of projects including brand image • Act as a consultant to successfully implement the research programs in international markets • Worked on several IT projects with the CIO of Volvo Group North America, in…

Project Manager - Market Research

Mack Trucks, Inc

Managed customer loyalty programs and supported business development. Lead market research team. - Developed a methodology to gather and cleanse data from a non-homogenous distribution network - Organized product clinic tests to validate design and material changes. 15% increase in satisfaction. - Supervised e-commerce and online marketing activities - Contributed to the formulation of a unique market research strategy for Mack and Volvo - Coached analysts to provide comprehensive and actionable data that drove new sales - Participated on projects to optimize customer efficiency and improve fleet management

Market Analyst

Mack - Renault S.A.

• Worked with a global team on market segmentation and cost saving programs to enable the successful merger of Mack and Volvo in North America • Presented action driven market analysis to dealerships. Generated over 250 additional vehicle sales • Beta-tested and implemented a CRM system for Mack distributors that respected European headquarter guidelines, while meeting local needs.