Customer Insight Executive

Millbank Holdings Ltd
£40,000 pa
13 Sep 2017
21 Sep 2017
Contract Type
Full Time
Job Purpose:

The purpose of this role is to represent the voice of the customer in all aspects of the business. You will be responsible for sourcing, analysing and delivering intelligence from a number of internal and external sources to support key business decisions at a global level.

Key Responsibilities & Tasks:

Represent the voice of the customer through all functions and at all levels of the organisation
Lead the commissioning of primary research and utilise secondary data sources to gain a better understanding of luxury trends, brand equity and customer needs to support decisions relating to the wider business and marketing strategy.
Manage the collation of data from the regional product planners, to draw together regional inputs to develop a clear picture of the global customer
Develop the customer segmentation for the next generation of customer and products
Full responsibility for the effective management of the customer satisfaction program (CSI) - liaising with external agencies, being the point of contact for dealers, managing data transfers and data quality within Synergy, analysis of the data to provide actionable insights to all key stakeholders
Own the creation and publication of quarterly CSI reports - Product and Customer Experience
Manage the research budget and drive efficiencies to ensure maximum ROI
Drive engagement of Regional Operations Managers and lead the interpretation of dealers' CSI results to drive change within the dealer network to increase customer satisfaction and retention, using quarterly dealer reports. Build relationships and engagement of the dealer network with the CSI programme
Single point of contact for all global customer feedback through a variety of touchpoints (Launches/Events/Dealer visits/PDC drivers/Training)
Reporting of key data in a clear and concise manner - feeding into management and dealer dashboards.
Manage external agencies to ensure programmes meet stakeholder needs, are delivered efficiently, on time and within budget.
Work cross functionally and build relationships with all departments and stakeholders.
Be the expert on Luxury trends and providing ongoing recommendations on how Aston Martin can keep pace to ensure sustainability
Support the FAB activity
Supervise and develop/train junior team members

Qualifications & Experience:

Degree educated or equivalent (Masters preferred) and membership/qualification of relevant professional body (MRS/CIM)
Significant experience working with analysing and interpreting information to produce relevant insights
Experience in an automotive and / or luxury environment preferred
Excellent communication skills, both written and oral.
Comfortable talking to customers in various situations to tease out information
Attention to detail combined with ability to see the bigger picture.
Highly Proficient in Excel
Analytical and methodical in approach.
Ability to work on multiple projects and meet deadlines
Ability to communication with colleagues in all areas and levels of the business
Experience of supervision of junior staff