Customer Insight Manager - Wfh

Customer Insight Manager

The company – This group of agencies offers a range of specialist sales and marketing services to help retiakl brands sell more – provides services to achieve flawless execution or immersive interactions through agile field marketing, digital and data products and engaging consumer experiences.

MAIN OBJECTIVES:

1. Accountable for generating and understanding direct client and client team needs for actionable insight directly from the company SAAS products, to generate a clear scope for insight generation – focussing on areas that are “pain points” or needs that the individual is struggling to generate themselves through the company system.
2. Accountable for creation and delivery of actionable insight from the company SAAS to existing and prospective clients, to drive client retention and wins.
3. Accountable for educating client contacts and internal client teams on how to utilise the company SAAS products to generate actionable insight themselves, to drive a SAAS mentality over time.
4. Develop strong internal networks that support client value propositions.
5. Develop external presence i.e. be respected by existing clients as a key source of evidence and value adding.

Skillset Required

In this role the individual must be capable of, and be able to demonstrate experience of:

Relationship Management - Building relationships and engagement with all levels of stakeholders up to board level

Client Management – Working with client contacts to establish and clearly capture their needs and be able to agree and manage expectations of delivery timelines.

Communication – Be able to clearly document and communicate the scope to all stakeholders for insight work/projects.

Technical data analytics – Be able to build, process and analyze large quantities of data, often from separate sources to generate outputs that can form insight.

Insight generation and delivery – Be able to utilise the company SAAS products and separately generated analysis to ‘connect the dots’, find the insight story, and tell it to the client directly or the client team.

Education – Be able to educate others in how to self-generate the insight they’re looking for within the the company SAAS products they have access to. In scenarios where they can’t do that because the product has a capability gap, they need to be able to clearly articulate the development requirement to the product team.

Experience Required

To be successful in this role, the individual must have experience:

Worked in FMCG sector, ideally with an FMCG brand, and have a working knowledge of the Grocery and Convenience sectors.

Worked in Insights roles, ideally with experience in understanding need, analysing data, generating insight, and delivering insight.

Building, processing, and analysing large quantities of data with the requires software expertise to do that.

Exposure and experience operating with EPOS sales and/or supply chain data preferable.

Qualities Required:

Personal Leadership (Doing it the Right Way)

Having a learning mindset and owning one’s personal development to stay fresh, adaptable, and resilient:

• Operates as a key member of the team within the company.
• Acts as an ambassador for the company both internally and externally.
• Takes responsibility for own development, seeking out feedback and adapting skills and behaviours.

Thought Leadership (Setting the Direction)

Offering strong judgment, joined up thinking, and innovative problem solving:

• Bring the broader company SAAS expertise and experience to the development of bespoke insight, ensuring that we harness the breadth of the full organisation to maximise our client retention ratio in the company.
• Set the direction through translating the company strategy into actionable insight strategy.
• Takes accountability for both existing and prospective client insight within the company.

Interpersonal Leadership (Bringing Others with You)

Building and managing a network of relationships, communicating with impact, and handling challenging conversations effectively:

• Contributes significantly to the company culture, manages change positively and proactively.
• Role models the high standards required in the business, leading by example.
• Leads, develops, and supports people to ensure performance standards are met or exceeded.
• Builds relationships internally that supports the development of client relations through insight generation.
• Builds relationships based on trust and collaboration, communicates openly and authentically, sharing good and bad news effectively with a solutions mindset.

Operational Leadership (Functional Excellence)

Leverages how we do business, how we sell more, and how we succeed together commercially:

• Develops strategic insight plans that deliver on the agreed the company vision and objectives.
• Is accountable for the delivery of the the company insight through strong leadership, ensuring necessary ongoing evaluation and course correction.

Benefits

• Annual company performance bonus
• We champion equality & inclusivity and are passionate about creating a workplace that promotes and values diversity.
• On top of your 25 days holiday plus 8 bank holidays you can purchase additional annual leave up to 5 extra days per annum
• Private healthcare (Bupa) & life assurance (x3 salary) 
• Family friendly benefits including enhanced maternity/paternity leave 
• We encourage flexibility and a healthy work/life balance so take advantage of our smart working policy
• Working from home so we can be very flexible on location (company laptop and phone provided) – with expensed travel when required
• We care about your mental wellbeing - our Employee Assistance Programme and Grocery Aid access provides all colleagues and immediate family with 24/7 support on physical, financial and mental health
• Annual pay reviews and access to early pay
• Lots of amazing discounts, enhanced sick pay & progression opportunities across Group