Customer Experience and Insights Manager

Recruiter
Central England Co operative
Location
Lichfield
Posted
07 Jun 2018
Closes
05 Jul 2018
Contract Type
Full Time

Central England Co-operative Ltd are currently recruiting for a Customer Experience and Insights Manager

Job purpose

To enable an enriched customer experience, by providing an in-depth understanding of the marketplace we operate in, the needs of our customers and the relevant solutions which will ensure our businesses continue to meet and exceed customer expectations.

Responsible for; initiating, designing, co-ordinating and analysing our insight channels, and delivering the resulting data led recommendations to the trading businesses.

The key accountability areas are:

Leading the gathering and coordination of consumer, trend and market research insights to support the achievement of strategic objectives.

Using data to drive targeted marketing and promotional activities

Managing global consumer and market research projects

Working with BI for the development of new systems, techniques and methods for the efficient capture, analysis and reporting of consumer insights and research.

Providing relevant insights to the rest of the marketing teams and other senior stakeholders to drive business improvement and enhancement of overall customer experience and loyalty.

Leading the interpretation of consumer, trend and market insights and analytics, including collating insights from local customer loyalty programs.

Influencing the tools used for identifying and interrupting consumer insight

Using data to develop our omnichannel customer experience across all businesses.

Delivery of new customer experience and marketing initiatives.

The main responsibilities of this role are:

Leading the gathering and coordination of consumer, trend and market research and insights to support the achievement of strategic objectives

Manage global consumer and market research projects i.e. customer segmentation, profiling, competitor analysis

Evaluation of consumer and market research to ensure that identifiable risks and opportunities are defined, presented and developed

Leading the interpretation of consumer, trend and market insights and analytics, including collating insights from local customer loyalty programs

Work with BI for the development of new systems, techniques and methods for the efficient capture, analysis and reporting of consumer insights and research

Work closely with the BI team to provide and use data and analytics for insight driven solutions

Provide relevant insights to the rest of marketing teams and other senior stakeholders to drive business improvements and enhancement of overall customer experience and loyalty

Planning and successfully implementing consumer and market projects and workstreams.

Find relevant opportunities for the Society to drive innovation.

Design our approach and recommendation for digital innovation.

Provide the Head of Product & Category with input to help inform assortment planning, new product development and guidance during the innovation process on product relevance and compliance with relevant standards

Own and develop metric and measurement techniques that will enable the Society to constantly and consistently measure the customer's experience

Drive and challenge on all aspects of customer experience and enhancement

Serve all the society customers across Food, Funeral and Specialist Business

Champion insight through the Society

Adhere to society policies and procedures


This job was originally posted as www.totaljobs.com/job/81768034

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