Research & Cx Manager - Hybrid

Research & CX Manager 

Manchester - Hybrid

Forward Role are working with an award-winning ecommerce tech business in Manchester. The global business is one of the fastest growing in their specialist field and are now recruiting a Research & CX Managerto join the entrepreneurial team. The business has an excellent culture with a start-up feel and are looking for a passionate and ambitious Research Specialist to provide high-level support to the wider commercial function.

This is a brilliant opportunity to work within a passionate team, who thrive of collaboration and driving innovation. The business and team are expanding, leaving lots of opportunity to learn, grow and develop. If you get excited by data, insights and driving the customer experience – this could be the dream opportunity for you!

Role & Responsibilities:

• Take ownership of market research and customer experience agenda, by creating and implementing comprehensive roadmaps and driving strategy
• Leading end-to-end qualitative and quantitate research projects – briefs, proposals, questionnaire/survey design, reporting and insight
• Running on-going brand tracking research projects, understanding performance, and identifying opportunities
• Managing the relationship with third parties/agencies, briefing and working collaboratively to deliver projects
• Delivering customer journey mapping across all touchpoints to improve customer experience
• Drive customer feedback strategy, through management of platforms such as Trustpilot
• Develop the Voice of the Customer (VoC) programme, utilising insights and turning it in to actionable recommendations to drive improvements
• Provide up to date market and competitor analysis

Sills & Experience:

• Experience working in a Market Research or Customer Experience role
• Ability to work with large quantities of data, and convert in to actionable insights
• Have experience working with qualitative and quantitative research techniques
• Be passionate about delivering exceptional customer experiences
• Love working in collaborative, fast0paced environments
• Have outstanding stakeholder management skills and excellent verbal & written communications

Sound good? Please apply to this advert or get in touch with Sophie at Forward Role.

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