CX Insight Manager

2 months ago

Solihull, Solihull, United Kingdom Gymshark Full time

Join us as a CX Insight Manager (6 month FTC) in our Solihull based Customer Experience team. We are looking for a Customer Experience Insights Manager to help support the team to identify opportunities to optimise the customer journey at every touchpoint and who will link Gymshark's customer experience KPI's to leading metrics so that they can be monitored in real time.

This is an amazing opportunity for an experienced Customer Experience insight professional who has worked in a fast paced, evolving and dynamic environment and who enjoys playing an instrumental role in supporting the team achieve the strategic pillar of being truly customer first.

Here's why to come onboard:

You will have the opportunity to drive the Customer Experience insight strategy and roadmap with a focus on making sure the insights we deliver to functions such as product and brand are continuously improved in the eyes of our community members and are at the heart of our rapid growth into a billion-dollar global business.

This role is genuinely important to our service performance – it is the champion of the customer voice and customer first decision making across the business, with the remit to shape business decisions and initiatives that impact the customer experience and ensure stakeholders have consciously considered the customer impact.

The opportunity to lead a research and analytics team and effectively prioritise the workload, understanding which projects will drive the most business value.

This role will work across our business, forming trusted relationships with stakeholders, and developing strong relationships with 3rd party providers to ensure we are optimising our investments in the systems we are implementing.

The Hybrid working pattern features a minimum of three days a week at our HQ office in Solihull.

And here's what we are looking for from you:

Experience of using VOC systems – for example Qualtrics and Medalia.

Proven experience across the entire lifecycle of insight projects – from requirements gathering, scoping, sizing, designing, and implementing data analytics and business intelligence solutions.

Extensive experience in a Customer Insight focused role in a fast moving and dynamic company.

Proven people management experience with the ability to develop and lead a high performing team.

Exceptional stakeholder communication and people skills. With proven experience of delivering actionable insight that have influenced decisions from senior decision makers - you should be confident in engaging the business in discussion and debate, not just providing numbers.

A commercially minded individual with the ability to identify and prioritise areas of improvement for the customer.

CLOSING DATE: Tuesday 30th July 2024.

BELONGING AT GYMSHARK.

Our mission is to be a place where everyone belongs. We're an equal opportunities employer, and for us that means we always strive to be as inclusive as possible in all aspects of employment, right from your application. We're committed to finding reasonable adjustments* for candidates with specific needs or have a disability during our recruitment process, and all applicants will be considered fairly and equally. We do not tolerate discrimination of any kind. *If you'd like to request a reasonable adjustment please email .

ABOUT US.

We're here to unite the conditioning community. We believe that putting the sweat in today, prepares us for tomorrow. So, we give people the tools they need to reach further, go faster, be stronger. We celebrate those who show up – for themselves – to be their physical or mental best, whatever that means for them. It's what we want for our community, and our team. A team that's growing rapidly around the world. A collective of talented individuals working together to invent Gymshark's future. Our plans are ambitious, and we're looking for people who want to join us for the ride – our growth will be your growth.

THE PERKS.

Choice of Private Medical Insurance or Healthcare Cash Plan, paid for by us

25 days holidays + your birthday and all the Bank Holidays which can be substituted and taken whenever you want.

A truly Flexible Working Culture

A collaborative, creative and inspiring working environment

Employer pension contributions up to 7%

Life Assurance at four times your basic salary

50% Gymshark Discount

Gymshark Gift Card for each year of service

Financial, Physical and Mental Wellbeing Support

Great Training and Learning Resources

Choice of hardware and access to the best software

Paid time off when you're physically and mentally unwell

Very Generous Family Leave package – we support you extending your family

Refuel - Healthy fresh food at GSHQ

Lifting Club (LC) Gym Membership

Free monthly massages

Beauty and Barber facilities

Free on-site parking

#LI-SW

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