Market Intelligence Manager

SF Group Ltd
£40k - 45k per year
15 Sep 2017
19 Sep 2017
Contract Type
Full Time
Market Intelligence and CM Support Manager Our client is busy building a world class infrastructure of market and customer intelligence to help take our business to the next level - growing our opportunities to engage with customers via our dealer network through emerging Customer Management technologies and processes. For this reason we are enhancing our strategic and operational approach with the Customer Insight programme, providing increased Dealer support. Job Summary:

Define and lead a Customer Insight strategy for our UK truck brands, encouraging new customer acquisition, existing customer retention and overall customer loyalty.Main Tasks/Responsibilities/Authorities:

- Support the development of the company's Commercial way of working (Commercial Crew/Customer Action Team) and on-site support to the Dealer Network , to deliver an integrated approach to the development and use of customer information and intelligence
- Drive the development of customer data platforms and architecture, ensuring they work seamlessly across the organisation, whilst capturing all required information at key points in the customer life cycle, ensuring data accuracy and consolidation
- Lead the implementation of agreed customer management process improvements across our dealer networks, ensuring ment to the overall business strategy securing the sharing of best practices
- Provide governance, proactive management and coaching support to our dealer networks and field teams ensuring the compliance of customer data usage
- Design and develop customer management strategies including segmentation, customer journey mapping, customer value propositions and support with loyalty programmes
- Collate, analyse and make recommendations from internal and external surveys - highlighting areas of concern or opportunities to support business growth
- Analyse data to provide real customer insight, identifying sales opportunities with regional and dealer teams ensuring maximum profitability
- Support the Product and Marketing Communication teams to deliver bespoke customer communications, promotions and offers through customer and segmentation insight
- Provide on-site support to the Dealer networks to maximise the effectiveness and value of the Commercial way of working (Commercial Crew/Customer Action Team)
- Collate and analyse truck related data to support the annual Dealer business plan and target setting process
- Conduct competitor and market trend analysis and present recommendations to senior stakeholders
- Work in accordance with the UK Group standards of health, safety, quality and environmental care
- Any other duties that may be reasonably requested by your manager

Knowledge and Experience:

- Experience of CRM, Market Intelligence and Customer Insight from a retail background preferably automotive
- Thorough experience in the technical and marketing aspects of a successfully implemented CRM
- Good understanding of leverage opportunities - portfolio management, buying behaviours, propensity analysis etc.
- Experience of merging CRM and other business data to generate business-ready customer insight
- Proven experience of utilising CRM to generate measurable business value
- Degree level or equivalent qualification

Key Skills and Competences:

- Strategic thinker
- Sound analytical skills
- Goal and business result oriented
- Good organisational skills
- Continuous improvement mindset
- Proactive approach
- Effective written, oral communication including presentation skills
- Ability to effectively network and build credible business relationships
- Mentoring and coaching skills
- Ability to work on own initiative and as a team player with an ability to achieve results through people
- Ability to work well under pressure, flexibly and to stringent deadlines
- Good knowledge of MS Excel, Word, PowerPoint and Access

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