Our client in the retail industry based in Cape Town are currently seeking the skills of a Customer Insights Integration Specialist.
To ensure development, alignment and prioritisation of the company customer strategy across the business, including responsibility for integrating into all new proposition and product developments any insights that will impact the customer and persuade and direct the ultimate design outcome. To build strategic relationships into all aspects of the business and to be a key influencer of customer experience design and implementation.
Main Job Function
To develop a deep understanding of all customer insights, propositions and commercial processes that impact on the customer journey across divisions and channels in order to ensure that all components are considered and represented in the integration of insights and proposition design.
- To develop effective relationships with the teams to understand their challenges and priorities and customise the insights integration strategy accordingly. Support the Customer Insights & Advanced Analytics manager as a key influencer and trusted source with regards to all commercial proposition and product design decisions.
- Design and clearly articulate the desired company customer strategy and prioritise key drivers per customer segment.
- Ensure the provision of meaningful customer information that is accessible, practical & user-friendly and which represents one single view of the customer from different data sources (internal insights data & external research & data) and all Insight reports delivered via the Customer Insights and Analytics area. This role is not responsible for generating the insights, but rather for presenting both existing and new insights as concepts that can be easily consumed by the business in their decision making.
- Act as an interface between insights and the business units, compiling requests for information for prioritisation. Ensure that the full scope of the business requirement is understood and communicated. Review output of Customer Insights & Analytics team to ensure quality and consistency, and an output that meets the objective of guiding the business units and informing their strategy. Execute the Analytics and Insights briefing process and demand management workflows.
- Support the Head of Customer Insights & Advanced Analytics in the delivery of a business communication plan to entrench the customer perspective into day-to-day business for everyone at the company.
Succinct summary of insights tailored to the needs of each business area to be delivered.
- Socialise and report Customer KPIs at BU level. Ensure constant measurement against these (at least monthly) to ensure that customer metrics remain top of mind and embedded in all strategic and operational segments.
- Finalise & roll out of Customer KPIs at corporate & BU level.
- Co-develop a lifecycle strategy per segment, with the loyalty team.
Qualifications
A 3 year Degree/Diploma in Commerce, Marketing, Science or Business Science or any related field of study is essential.
Criteria
2 – 5 years’ experience working with customer strategy and insights generation: integrating disparate sources of information into coherent business messages easily translatable to strategy/action.
- Up to 5 years’ experience in customer strategy design and implementation and customer insights.
- Experience in effectively interacting across multiple BUs.
- Experience in retail.
A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.
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