Customer Experience and Insight Manager

Macildowie Associates.
Up to £60000.00 per annum
07 Jun 2018
22 Jun 2018
Contract Type
Full Time

Customer experience / Insights / CRM / Loyalty / Marketing / Omnichannel

Lichfield / Midlands


The Opportunity

Macildowie Marketing are currently recruiting for a Customer Experience and Insights Manager join a large multisite B2C organisation located in the Lichfield area.

The purpose of this job will be to enable an enriched customer experience, by providing an in-depth understanding of the marketplace and the needs of the customers and the relevant solutions which will ensure the business continues to meet and exceed customer expectations.
The Customer Experience and Insights Manager will be responsible for initiating, designing, co-ordinating and analysing the insight channels and delivering the resulting data led recommendations to the rest of the business.

Key Responsibilities

-Leading the gathering and coordination of consumer, trend and market research insights to support the achievement of strategic objectives including customer segmentation, profiling, competitor analysis
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 the omnichannel customer experience across all businesses
-Delivery of new customer experience and marketing initiatives

Key Experience Required

*Experience in consumer and market research, insights and analytics including CRM systems and developing new and innovative systems and processes to capture, interpret and report insights
*Proven track record of leveraging consumer and market insights to drive improvement in overall customer experience
*Proven track record of planning and successfully executing consumer and market projects
*Excellent people management and leadership skills
*Good presentation and report writing skills
*Knowledge of various marketing models
*Team leadership experience
*Experience influencing and liaising with senior leadership teams
*Experience in all marketing channels covering both traditional and digital

Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at

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