Customer Insight Manager

Customer Insight Manager
from £50000 + Bonus + Pension + BUPA + ShareSave + 6.6 weeks holiday + hybrid working  
  

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as the Customer Insight Manager within the Customer team and you’ll be a big part of this.   

At B&Q we have a hybrid approach to working to increase flexibility in how we work. For this role we expect you’ll be working from our Store support Office as and when there is a delivery need. We are also hoping to hear from anyone interested in flexible working options. Speak to our recruitment team to find out more. 

As a Customer Insight Manager you’ll be responsible for helping the business to make better, customer-led decisions which ultimately drives customer value through delivery of compelling and actionable customer insights. We work in a squad mentality, focussing on the right priorities and adapting accordingly, though this role will also be partnering with our Marketing team – providing insights which support campaign development, measure and optimise brand health and marketing effectiveness. Your responsibilities will include:

• Act as custodian of insight interpretation and ensuring customer is at the heart of planning and decision making, positively challenging stakeholders on usage where necessary.
• Manage ad-hoc insight projects which help answer key business questions by gathering, analysing, and interpreting first and third-party data, which may include commissioning of research projects.
• Keep abreast of consumer trends to anticipate future customer needs and integrate accordingly into deliverables and recommendations.
• Translate key insights into a coherent and compelling narrative. Identify opportunities for improvement and make sound recommendations that clearly and simply communicates findings and inspires action.
• Manage suppliers through procurement and onboarding with an understanding of GDPR obligations.
• Build and nurture positive supplier relationships that drives optimal performance on budget and time.
• Prioritise workstack and set clear expectations to internal stakeholders. Working with Insight peers in an  agile manner, using tools such as Jira/Confluence to organise, prioritise, and track tasks and projects.
• Document and archive Insight to facilitate knowledge farming and post implementation reviews.
• Recommend appropriate third-party partners and project commissions within defined budget parameters.
• Make business recommendations based on analysis and interpretation of data.

This role will be partnering with Marketing:

• Partner with B&Q & TradePoint Marketing teams to identify opportunities for insight intervention, designing and delivering the approach within budgetary limits.
• Manage and develop multiple brand health tracking programmes ensuring measurement and interpretation of key performance indicators for Brand.
• Develop and execute programme of comms testing to improve and evaluate Marketing ROI and performance and support better investment decisions.
• Support development of marketing campaigns by sharing relevant and compelling insights and customer context, aligning to brand purpose and marketing objectives.
• Support Marketing Mix Modelling/econometrics projects, from model development to insights generation, managing suppliers and analysts.

Knowledge of comms testing and evaluation of marketing effectiveness to improve Marketing ROI and

performance

− Ability to contextualise insight and recommendations via understanding of market, consumer context and

business/customer drivers and dynamics

− Knowledge of Insight best practices, trends, and industry standards

− Innate passion and curiosity for understanding and investigating customer behaviour and how this can improve business performance

− Experience of designing and executing mixed methodology research

− Experience managing continuous research trackers

− Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and

engage stakeholders through storytelling

− Ability to synthesise, evaluate and analyse data to produce actionable insight and make data-driven decisions

− Detail-oriented with strong project management skills to handle multiple initiatives simultaneously

− Creative problem-solving skills and a proactive approach to overcoming challenges

− Experience in the home improvement industry is beneficial, or at least retail

− Familiarity with GDPR and data compliance considerations

As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more! 

As part of a great team, you’ll be supported to grow and encouraged to explore new career directions within the business and the wider group. And, because you’ll be inspiring great things for our customers and the whole business, you’ll do work worth caring about.