Customer insights manager mecca

Job Title (select from ACES or request new title from HRBP) Customer Insights Manager Department Marketing Location Maidenhead Duration Permanent Hours Full time Reports To/Line Manager Head of CRM/BI/Insight/Loyalty Number of Direct Reports - Budget Managed c. £350k p.a. Additional dotted line into the Head of Group Insights Contract Grade (from Job Evaluation) Date Job Description created 09/05/2014 How to apply (if not via ACES) Closing date This job description is subject to periodic review and amendment as necessary Job Purpose (1 – sentences outlining the primary objective of the role) Main Accountabilities and Responsibilities (8 – 12 key statements of what the jobholder does and the decisions they make) Put the customer at the heart of the Mecca brand through the creation, delivery and dissemination of world-class customer insights to drive business decision making. This position is for an experienced all-rounder market researcher who sees significant value in being able to disseminate insights into the business and work strategically with internal stakeholder teams to drive customer centricity and business strategy. • Represent a strong and independent ‘voice of the customer’ to drive customer centricity across the retail and digital channels, including mobile. • Manage a variety of continuous and ad hoc research projects, across a wide spectrum of methodologies and techniques – including: - Customer experience tracker - Brand tracker - Large-scale NPS study - Ad hoc projects including support for product/NPD, brand and marketing teams • Manage relationships with research partners and oversee projects from briefing through to presentation ensuring the outputs are relevant and meet stakeholders’ needs. - Appoint and manage agencies, ensuring SLAs are in place and work is appropriately planned, prioritised and delivered. - Ensure that up-to-date methods and techniques for insight collection, analysis and dissemination are used. • Work closely with internal stakeholder teams to (1) translate business questions into research briefs and (2) drive effective communication of insights and insights-driven recommendations. • Work closely with the analytics team to integrate data sources and bridge the gap between insights and analytics and deliver the ‘bigger picture’ for the customer based on both the research and internal data available. • Collaborate with other insights teams across the group to (1) ensure the information provided is delivered in context (market, industry, regulatory) (2) optimise alignment and synergies across the group (2) inform and evolve the understanding of customers’ needs and motivations. • Prepare an annual budget and manage within the agreed limits once approved • Perform such other duties in line with this role that are requested by the Line Manager. Knowledge, Expertise and Qualifications • Proven track record of delivering insights that shape customer experience and brand strategies - the ideal candidate will either currently be in an agency and looking for a clientside position as a logical next step OR already hold a clientside role and now looking for a new challenge. • Strong analytical skills – qualitative and quantitative. • Experience with focus group moderation/depth interviewing desirable. • Outstanding project management skills. • Excellent written & verbal communication skills – strong presentation and influencing skills. • Assertive and focussed to ensure follow up action is taken from insight findings • The ability to work to tight deadlines • Degree educated preferred. Personal Qualities • (max behaviours and competencies required to carry out the role) Experience within the gaming-based leisure industry is not a prerequisite; however must be able to demonstrate a keen interest in the sector. • The role is officially split 50/50 across the Retail and the Digital business, but it is likely that the successful candidate will spend a greater proportion of his/her time on the Digital business, given the requirements of that side of the business (6 – criteria detailing the knowledge and expertise required to the job) PERSONAL SKILLS: The environment is fast-moving, fast-thinking and intellectually challenging so the role requires an agile-minded, flexible and commercially astute individually with gravitas who can build strong relationships and immediately add value in the research team and wider business. • An innovative approach to intelligence gathering. • Must have good attention to detail. • Passionate about understanding the drivers of customer behaviour. • Motivation and ability to learn a new business/industry sector. • Ability to think strategically. . wide spectrum of methodologies and techniques – including: - Customer experience tracker - Brand tracker - Large-scale NPS study - Ad hoc projects including support for product/NPD, brand and. primary objective of the role) Put the customer at the heart of the Mecca brand through the creation, delivery and dissemination of world-class customer insights to drive business decision making. This. ACES or request new title from HRBP) Customer Insights Manager Department Marketing Location Maidenhead Duration Permanent Hours Full time Reports To/Line Manager Head of CRM/BI/Insight/Loyalty Additional