Daniel Marks

Customer Insights Specialist

Recruiter
Location
London (West), London (Greater)
Salary
£35K - £39K
Posted
23 Nov 2016
Closes
21 Dec 2016
Ref
CIMNN
Marketing Disciplines
Analysis, CRM
Industry Sector
FMCG, Food / Drink
Contract Type
Permanent
Work Experience Level
Manager
Agency-side or Client-side
Client Side

 Customer Insights Specialist  

Daniel Marks is very excited to be working on an amazing opportunity with a leading Restaurant brand searching for a Customer Insights Manager joining their dynamic Insights Team part of the Marketing Department. 

The Customer Insight Specialist is the ‘Voice of the Customer’.They will be able to articulate how customers are feelings through the development of appropriate feedback channels and understanding of the data collected in order to inform and influence continuous improvement of the customer experience and uphold brand’s standards.

Key Responsibilities:

Programme Design & Development

  • Manage the delivery and development of all customer feedback tools, programmes and initiatives
  • Ensure the programme[s] are actively used in all restaurants, with the management teams engaged and educated in its purpose and functionality
  • Development of tools and dashboards to ensure seamless access to relevant information for all restaurant teams and other relevant stakeholders
  • Maximise the effectiveness of the programmes through improvements to system integration
  • Maintain and develop customer awareness and participation in the programme through appropriate in-restaurant and digital collateral and communications
  • Ensure all project and programmes are fully costed and delivered to budget

Agency/Supplier Management

  • Management of partner agencies ensuring all SLAs are met
  • Regular reviews to build a true partnership approach
  • Sourcing, recommending and onboarding of future/potential agencies  

Analysis & Presentation

  • Use data derived from customer feedback channels to identify key areas of business opportunity & improvement
  • Build relationships and processes to ensure that all appropriate analysis is provided to relevant stakeholders – with particular emphasis on restaurant operations and food teams
  • Working with the business analysis team to demonstrate correlations with other business measures
  • Present findings and recommendations to relevant stakeholders in an engaging and compelling way that ensures appropriate action is taken
  • Share best practice of how information has been used to drive business improvements

Key Requirements:

  • Ability to analyse data from multiple sources
  • Ability to control, plan and organise
  • Excellent verbal and written communication skills
  • Display confidence and assurance to present to a range of audiences
  • Able to manage own time and operate without close supervision
  • Interpersonal sensitivity and warmth

Previous Experience/qualifications required

  • At least 2 years’ experience in a research/insight role
  • Involvement in customer feedback programmes – either agency or client side
  • Ideally educated to graduate level with high grades in English & Maths

If this is you - please contact me on negah@danielmarks.com 

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