Customer Insight Manager

Shearings Holidays
Wigan, UK
31 May 2019
27 Jun 2019
Contract Type
Full Time
We are looking for a Customer Insight Manager to join our team in Wigan on a full time, permanent basis. This is a new role for Shearings Holidays but is crucial as we enter this key phase of new product development. You will support the CRM strategy by both creating reports that drive day-day decisions as well as performing deep analysis on key questions that are facing the team. The role offers a competitive salary plus excellent benefits!

Shearings Holidays is the UK's largest coach tour operator and is part of the Specialist Leisure Group. The business has coach holidays at its core, but has an extensive tour operating programme outside of coach holidays, including River Cruise, Escorted tours by air, Worldwide, and UK short breaks by car.

Benefits of joining us as our Customer Insight Manager:

- Competitive salary

- 31 days holiday per year (inclusive of bank holidays)

- A relaxed, friendly work environment.

- Time for training and self-improvement.

- Highly effective, motivated and supportive team members

- Pension

- Discounted hotel rates at group hotels for self as well as friends and family

About the role

Reporting to the Group Digital Director, you will be responsible for delivering insight to help us identify customers that are more valuable to our business. You will drive metrics, analytical & reporting improvements to influence CRM and commercial strategy through the use of first- and third-party data. You will be working to increase our customer retention and manage the Shearings Rewards loyalty membership. Through the analysis that you will also implement you will be able to recommend enhancements to our segmentation so that we can deliver the most relevant messages to our customers, at the right time.

Key responsibilities of our Customer Insight Manager will include:

- Help direct and shape the business customer insight strategy

- Using a selection of analytics tools to evaluate and recommend opportunity in CRM performance

- Pro-actively analyse and identify opportunities that can drive marketing decision making

- Create and maintain relevant CRM dashboards and reports

- Keep on top of market trends and analysis

- Create and manage customer segmentation that will be used throughout the business

- Surface analytics to drive retention using A/B (& multivariate) testing through the CRM journey

- Support & drive customer experience improvements through CRM

- Create hypotheses that drive research and development opportunities

- Process improvement for analytical consistency & development

- Work with wider stakeholders within the business to deliver data insight that can help to aid conversion rate and customer loyalty and ultimately reduce the overall CPA

What we're looking for in our Customer Insight Manager:

- Commercial awareness, linking behaviours to business benefit

- Highly data-literate, with strong data-mining and analytical skills

- A solid understanding of SQL databases and how to interrogate them

- Proficiency with a variety of analysis tools, in particular Google Analytics & Microsoft Excel

- Ability to deliver high quality reports and insight to senior stakeholders using a variety of tools from BI dashboards to PowerPoint presentations and documents

- Proven ability to understand and link customer behaviours to commercial impact

- Self-starter; using commercial awareness to surface insight pro-actively

- Must be able to multi-task in a fast-paced environment

- Understanding of consumer database management is key

If you feel you have the skills and experience to become our Customer Insight Manager, please click apply! We'd love to hear from you!

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