Customer Insight Manager

Inex Associates
19 Mar 2017
18 Apr 2017
Contract Type
Full Time

Role Title: Insight Manager

Department: Marketing & Multi Channel

Reports to: Head of Insight & Analytics

Purpose of the Job:

To support the Insight team to deliver the very best customer experience you will be responsible for managing and supporting research projects covering a wide range of areas - retail, marketing, digital, brand, services and covering various initiatives. It will manage the generation and dissemination of customer insight so that it is used effectively and consistently to drive customer focused decision-making and action at all levels in the business.

Dimensions of the Role:

  • Manage Consumer Insight Agencies and performance
· Key stakeholders - Senior Management, Buying, Marketing, Digital, Retail

Key Accountabilities:

  • Support the day to day management of our customer insight programme - adhoc and continuous projects including education of and handling queries from multiple stakeholders
  • Deliver consumer insights that are actionable and accessible to relevant stakeholders
  • Set up and manage a range of Qualitative and Quantitative ad-hoc projects
  • Work effectively with multiple stakeholders and external research agencies
  • Manage every stage of research projects from brief to developing questionnaires to debrief, including measuring the success of the programme
  • To ensure all insight projects undertaken have a robust business case & relevant KPIs and benchmarks
  • To provide insight into customers in order to inform and guide the business into appropriate strategies, tactics and activities to deliver optimum performance
  • To ensure the insight from all customer data and research is clearly understood at all senior levels
  • To ensure internal customer needs are always met and frequently exceeded
  • To manage relationships with various market research suppliers. Manage their performance to ensure that they provide relevant, timely and actionable information
  • To be a positive team member of the Marketing & Multi Channel team

Knowledge Skills and Experience

  • Research professional with experience in both qualitative and quantitative research methods, ideally with some experience of at least one of the following; retail, digital and consumer electronics
  • Degree level
  • Membership of MRS desirable
  • Experience of leading Market Research function & Agencies
  • Excellent analytical skills with capability of independent analysis and interpretation of complex data to identify key issues/insights and brand/business implications
  • Business orientated with ability to make recommendations in the context of the commercial aims of the business
  • Excellent communication skills and ability to adapt communication style for different stakeholders
  • Strong project management skills, able to juggle multiple priorities
  • Experience of creating / delivering reports and analysis from multiple sources
  • Experience in developing and running a customer community is desirable
  • Experience in developing and running a web exit tool is desirable
Person Specification
  • Confident, tenacious and articulate; ability to communicate with impact
  • Numeracy skills, with the ability to translate numbers into insight
  • Able to guide/influence and challenge when necessary
  • Enthusiastic and hardworking
  • Able to work on own initiative
  • Customer focussed