Customer Experience and Insights Manager

Recruiter
Quest Search and Selection Ltd
Location
Lichfield
Salary
Competitive
Posted
07 Feb 2019
Closes
26 Feb 2019
Sector
Sales
Job Type
Manager
Contract Type
Permanent

Quest Search & Selection is proud to be working with one of the biggest brands in Retail who is searching for Customer Experience & Insights Manager.

The purpose of this role is to enable and enriched customer experience, by providing an in-depth understanding of the market place, the needs of customers and the relevant solutions which will ensure the business continue to meet and exceed customer expectations.

Key Responsibilities:

  • Own and lead the creation and delivery of the commercial Customer Plan
  • Leading the gathering and coordination of consumer, trend and market research insights to support the achievement of strategic customer objectives.
  • Leading customer and insight projects and business change customer work-streams.
  • Delivery of a robust insight framework and effective insight partnering team to supercharge business sales and margin growth
  • Lead the exploration, definition and plan for the customer journey experience interactions across all trading businesses
  • Strategic evaluation of financial, customer and market research to ensure that identifiable
    risks and opportunities are defined, presented and developed
  • Leading the interpretation of financial, customer, trend and market insights and analytics,
    including deployment of a CRM or equivalent
  • Build strong external relationships e.g. FRTS, Insight providers
  • Provide actionable customer experience insights to the rest of marketing teams and other
    senior stakeholders to drive business improvements
  • Support the decision making process through robust strategic insight delivery
  • Collating appropriate insights as a result of category and product trends
  • Maximise the potential customer opportunity through leadership of direct reports and
    strategic collaborations with BI, SSC and Finance
  • Develop a suite of relevant and memorable customer personas for each business to support
    the Brand & Marketing Manager and Category Managers
  • Provide post investment review leadership
  • Develop customer experience journey mapping models
  • Make recommendations to support Society strategy
  • Champion and embed customer consciousness throughout the Society
  • Effective development and leadership of the insight team
  • Continuous improvement of insight channels
  • Deputise for the Head of Customer and Marketing

Key Competencies:

  • See the bigger picture
  • Challenge, change and improve
  • Make effective decisions
  • Lead and communicate
  • Collaborate and partner
  • Build capability
  • Customer focused ways of working
  • Individual accountability
  • Agility and reactiveness

We request that candidates send their CV as a Microsoft Word document where possible.

Quest Search and Selection is acting as an Employment Agency in relation to this vacancy.