Director, Shopper and Customer Insights

Job Description

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It With Pride.

As key partner to the respective Business Team, you will support our growth strategies. You will achieve this by converting consumer/shopper knowledge and in-depth market understanding into business implications and recommendations. You will drive growth and business results by embedding people-centric insights and actions into the organization.

How you will contribute

You will:

• Identify and articulate key consumer, shopper and market issues and opportunities for the assigned Category providing business recommendations.
• Ensure decisions are made against a background of fundamental Category / consumer / shopper / customer knowledge and insight.
• Be the consumer advocate in the Category/Brand Team ensuring that the consumer/shopper is at the center of the Category strategies .
• Support business decision by leveraging insights developed by country and platform teams.
• Ensure that optimal and creative research solutions (including qualitative, quantitative).

What you will bring

A desire to drive your future and accelerate your career with experience and knowledge in:

• Insights gained from progressive industry and / or consulting, with a strong preference for consumer goods background
• Demonstrated ability to work across cultures, and be effective and influential remotely
• Working at a strategic level, leveraging consumer knowledge to influence short and long term business decisions. Has practical experience of driving growth in white space opportunities
• Across a variety of research techniques and applications
• Experience across a variety of research techniques and applications

Position Summary

The Global Director, Shopper & Customer Insights is a senior leadership role responsible for setting the strategic direction for shopper and customer intelligence across the enterprise. Reporting to the SVP of Global Insights & Analytics, this leader defines the insight agenda, governs global frameworks (including the shopper segmentation framework), and ensures that shopper and customer understanding is embedded into the company's most critical commercial decisions — from annual operating plans and innovation pipelines to strategic retailer partnerships. This role oversees a team that owns day-to-day insight delivery, retailer-facing analytics, and data-driven selling stories globally.

Key Responsibilities

Strategic Insight Leadership

• Define and own the global shopper and customer insights agenda, ensuring it is tightly linked to the company's growth priorities and brand strategies.

• Develop forward-looking perspectives on shopper behavior, path-to-purchase trends, channel dynamics, and emerging retail models (e-commerce, quick commerce, omnichannel).

• Serve as the enterprise authority on "who buys, why, where, and how," connecting shopper understanding to category, brand, and commercial decision-making.

• Own the governance and evolution of the shopper/trip mission segmentation framework, ensuring it remains current, analytically robust, and consistently adopted across markets and teams.

Customer & Channel Intelligence

• Lead the development of customer-specific insight platforms that strengthen joint business planning (JBP) and category management partnerships with key retailers at a strategic level.

• Identify capabilities for white-space opportunities by channel, retailer, and region to inform portfolio, pricing, and promotional strategies.

• Monitor and interpret globally-prioritized retailer strategies, competitive shelf dynamics, and macro-retail trends to provide early-warning signals and growth recommendations to senior leadership.

Research Program Governance

• Partner with BU Shopper Insights community to commission and govern primary research programs (e.g., shopper intercepts, panel analytics, path-to-purchase studies, occasion mapping), setting the standards and practices for best in class solutions.

• Evaluate and approve new data sources, tools, and technologies (e.g., retail media data, loyalty-card analytics, AI-driven behavioral modelling) to continuously sharpen insight quality — without requiring personal hands-on tool proficiency.

Cross-Functional Orchestration

• Partner with Global Sales CoE and Global DComm COE lead, as well as VP-level and GM-level leaders across Brand Marketing, CX, Category Development, Revenue Growth Management, Sales, and Supply Chain to embed shopper and customer insights into enterprise planning processes (annual operating plans, innovation stage-gates, strategic JBPs).

• Collaborate with regional and local insight teams to ensure global frameworks are adapted effectively to local market realities.

• Act as a key contributor to innovation pipelines by surfacing unmet shopper needs and occasion-based opportunities.

• Represent the company's shopper expertise in executive forums, industry conferences, and senior-level customer engagements.

• Present compelling, story-driven insight narratives to senior leadership, cross-functional partners, and external customers.

• Translate data into clear "so whats" and actionable recommendations that drive measurable business outcomes.

Qualifications

Required

• Bachelor's degree in Marketing, Business, Economics, Psychology, or a related field; MBA or advanced degree preferred.

• 12+ years of progressive experience in shopper insights, customer insights, category management, or commercial strategy within the CPG/FMCG industry.

• Strong presentation skills, can quickly build credibility with customers; proven external relationship management

• Proven experience managing managers — not just individual contributors — and developing high-performing insight professionals.

• Proven track record of leading global or multi-market insight functions and influencing senior commercial decisions at VP/GM level and above.

• Deep expertise in syndicated data platforms (e.g., NielsenIQ, Circana), shopper panel data, and retail analytics — with the ability to evaluate and commission advanced analytics rather than execute them hands-on.

• Strong command of both quantitative and qualitative research methodologies.

• Experience partnering directly with major global and regional retailers at a strategic level.

Preferred

• Experience overseeing teams that use advanced analytics, data visualization tools (e.g., Tableau), and AI/ML-driven insight platforms.

• Familiarity with e-commerce and digital shelf analytics

• Exposure to revenue growth management, trade promotion optimization, or pricing analytics.

• Multilingual capability or significant experience working across multiple regions (North America, Europe, AMEA, Latin America).

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Business Unit Summary

At Mondelēz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.

We have a rich portfolio of strong brands globally and locally including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the top position globally in biscuits, chocolate and candy and the second top position in gum.

Our 80,000 makers and bakers are located in more than 80 countries and we sell our products in over 150 countries around the world. Our people are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen—and happen fast.

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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