Director of Customer Insights

Onsite, Tinton Falls- NJ

Company Description

Jersey Mike’s is a fast-casual sub sandwich franchise with over 3,300 locations nationwide, offering fresh sliced subs, grilled-to-order cheesesteaks, and freshly baked bread. Established in 1956, the company is committed to providing delicious food made with premium ingredients and giving back to the communities it serves. Jersey Mike’s was ranked #1 in 2026 America’s top franchises by Entrepreneur Magazine and earned recognition in Nation’s Restaurant News, highlighting its rapid growth and dedication. With a history of philanthropy, the brand gives back through initiatives like its Annual Day of Giving and has raised millions for local charities. Jersey Mike’s is driven by its commitment to quality, community, and making a difference.

Position Summary

As the Director of Consumer Insights, you will play a pivotal role in maintaining the "Sub Above" standard by enhancing the customer experience through a comprehensive qualitative and quantitative work. You will serve as a key thought partner to our digital marketing teams, establishing learning agenda, helping to understand customer behavior and trends derived from rich first party customer data and ensuring all marketing activity is rooted in deep consumer intelligence. Your work will directly shape the future of our menu; by integrating culinary and sensory panel research, ensuring every new concept delivers the craveable best in class flavor. You’ll also work along side brand marketing and strategy to help understand broader macro consumer trends and competitive landscape.

Key Responsibilities

Consumer Research & Trends

Own the national consumer research roadmap including brand health, usage & attitudes, needs-based segmentation, and emerging trends
Lead qualitative and quantitative research efforts (surveys, focus groups, ethnographies, social listening, etc.)
Identify shifts in consumer behavior, preferences, and cultural dynamics impacting QSR and food service

Customer Analytics & Behavioral Insights

Partner with finance team to produce customer analytics focused on behavioral insights across digital, in-restaurant, and loyalty touchpoints
Monitor changes in frequency, spend, visit patterns, menu mix, and channel behavior
Partner with CRM, Loyalty, and Media teams to connect insights to activation and personalization
Develop customer segmentation to be used across organization
Create monthly and weekly reporting flow of actionable customer insights

Food Research & Menu Insights

Lead consumer-facing food research including taste tests, concept testing, and menu feedback
Partner with Culinary, Innovation, and Supply Chain teams to inform product development and optimization
Analyze consumer feedback on food quality, flavor, value, and menu clarity
Connect food insights to broader customer needs, occasions, and price sensitivity

Qualifications:

10+ years of digital commerce, CRM, or loyalty experience preferably within consumer facing, fast paced franchise businesses (e.g. QSR or Retail)
Proven track record in scaling loyalty programs that deliver measurable customer and commercial impact
Experience leading CRM programs that drive measurable customer behavior change
Deep understanding of digital product development, performance marketing, and omnichannel customer journeys
Exceptional leadership, stakeholder management, and influencing skills across a cross-functional organization
Experience partnering with technology and operations functions to deliver digitally enabled customer experiences
Experience with SharePoint Online and Microsoft 365.
Willingness and aptitude to learn more about SharePoint and how it can be leveraged
Experience designing solutions.
Understanding of or willingness to learn about information architecture, governance, and permission models.
Ability to translate business needs into functional collaboration solutions.
Strong facilitation, training, and stakeholder engagement skills.

Jersey Mike's Subs

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Director of Customer Insights