Head of Customer Insight

Better Placed
England,West Midlands,Birmingham
£50000 - £60000 per annum
22 Mar 2018
19 Apr 2018
Claire Eason
Job Discipline
Experience Level
Contract Type
Full Time
Head of Customer Insight
West Midlands
£50,000 - £60,000

Our client is the UKs largest and most successful Leisure Company of its kind, working with a number of instantly recognisable and loved brands in the UK.

My client pride themselves on, not only their reputation and performance in the market, but also their brilliant working culture and low staff turnover.

If you are an outgoing and personable individual and are looking for a company to progress with long term, one that lives and breaths their whole proposition through their customers, this may well be the company for you.

Following a recent amalgamation, there is now an opportunity for a Head of Customer Insight

Key responsibilities of this role include:

* Development and delivery of the strategic customer and market insight strategy to ensure actionable insights feed into the business.

* Responsible for delivering and embedding relevant macro consumer trends, market information and consumer insight to key stakeholders to inform strategy and deliver commercial benefits.

* Champion a strategy built around a set of identified core customer segments. Work with the broader commercial marketing team, operations, BI and estates teams to ensure a common understanding of the segments and how to use the customer segments to deliver business growth, customer acquisition and retention.

* Manage an established customer experience programme to identify key advocacy drivers and create actionable insights for marketing, operations and training teams. Engage teams behind the programme. Further develop the programme according to business needs.

* Develop and manage the online customer panel. Work with all teams to identify suitable topics, write all surveys, analyse results and communicate findings effectively.

* Delivery of ad hoc qualitative research projects to identify customer preferences and habits.

* Continually unearth new insights through key sources of consumer, market and competitor insight. Manage subscriptions to relevant reports and news services. Work with key suppliers to optimise knowledge and understanding of the market.

* Track and understand customer feedback, analysing data from several channels including social, reviews and complaints using an in-house sentiment analysis and reporting tool.

* Provide thought leadership on the customer and market to all divisions; lend the voice of the customer to strategic decisions and company-wide initiatives.

This role requires the following skills and experiences:

* An experienced consumer insight professional with a curious mind and a commercial focus.
* Pro-active and hands on, working within a faced paced organisation at both a strategic and tactical level
* Excellent communication skills for both written reports and presentations
* Strong leadership and influencing skills with the ability to engage stakeholders at all levels and lead teams across multiple functions. Highly personable.
* High degree of numerical and statistical skills
* Strong technical knowledge of qualitative and quantitative research techniques, data analytics and statistical interpretation.
* Excellent project management skills
* Ability to pull together multiple data and insight sources into creative and actionable insights.

About Us...

Better Placed is undoubtedly one of the UK's leading Marketing Recruitment specialists. Over the last 10 years, we have been placing talented people into businesses across multiple sectors including FMCG, Retail, Financial Services and Agency. With offices in Leeds, London and Manchester, we are "better placed" (sorry!) to recruit marketing and digital talent for some of the UK's, and even world's biggest brands.

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