Customer Data and Insights Manager 12-month

3 weeks ago

Surbiton, United Kingdom TUI Full time

The Customer Data & Insights Manager in the Ski, Lakes & Mountains business is the expert of Customer Experience and ensures it’s at the heart of our strategic thinking and planning. Sitting in the Marketing team the role heads up the ski, lakes and mountainsUK&I business VOC program, Customer Insights and CRM data functions.

The role leads on the development and delivery of meaningful and actionable customer insight and recommendation that informs strategic direction of the business. Driving effective customer-focussed proposition, service and marketing strategies, through thevoice of the customer programme across the customer journey, data analysis and research.

The role is also responsible for the end-to-end management of ski CRM data to enable the Marketing team to successfully deliver a personalised contact strategy, as well as ensuring campaigns target the right customers.

This is an exciting time of growth for the ski, lakes & mountains business, and the expertise of this role will help shape this driving current projects focussed on acquisition opportunities and loyalty and retention strategies. Ultimately ensuring customershave the best possible holiday, and bring home memorable stories to share, helping us to achieve our ambition to be the UK & Ireland's most recommended holiday company.

**ABOUT THE JOB**
- Lead a cohesive Voice of the Customer programme by defining the vision and roadmap. Deliver insight deep dives that combine operational, KPI and verbatim feedback and transform them into strategic recommendations for the business. Set targets in line withgoals, recommend KPI measures and drive relationships with internal and external suppliers to inform improvements across the whole customer journey.
- Lead the management, maintenance and enhancement of customer data feeds to enable eCRM & direct mail campaigns, including the management of marketing preferences.
- Lead on the Customer Insights function end to end. Perform analysis on the data, bringing multiple sources together for customer profiling, identifying behaviours and trends across customer journeys. Use SQL and TUI data analytics & visualisations platforms(Alteryx and Tableau etc.) to manage, transform and visualise data.
- Work closely with IT & MI teams to drive Customer Insights and CRM projects and change. Own integrity of the data, including testing.
- Direct the production of interactive reporting dashboards to provide an ongoing common view of performance across the customer journey for stakeholders so they can utilise insights to inform their strategies.
- Oversee end-to-end customer quantitative and qualitative research. Use research and insights to build an understanding of customers. Identify and communicate where the experience is falling down, where there are gaps and where change is needed.
- Manage and develop the Data and Insights Analyst in your team to turn and translate a diverse range of data, customer feedback and research into clear findings. Present insights and recommendations to senior leadership, wider business and stakeholders throughengaging storytelling & insightful narrative.
- Collaborate and work with relevant teams across the business inc. Commercial, Musement, App, Purchasing, Product, Sales and Service, Content and Marketing at Group and UK&I levels, to ensure there are synergies, learning and alignment across CRM, VOC, CX& Insight functions.

**ABOUT YOU**
- Proven experience in consumer insights with focus on Voice of Customer programs / Customer Experience measurement
- Strong experience in data analysis, data processing and visualisation dashboards
- Excellent presentation skills and ability to engage and influence stakeholders at all levels
- Demonstrable experience in CRM data management
- Skilled to coach, develop and performance manage team to succeed and exceed expectations
- Great relationship building and collaboration skills
- Excellent organisational and planning skills and the ability to manage multiple projects / deliverables
- Experience with Qualtrics is desirable

**ABOUT OUR OFFER**
- Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
- Health and Wellbeing support in five key areas - Financial, Health, Social, Community and Career
- Discretionary Bonus Scheme
- Private Medical Insurance, single cover with option to add dependants
- Permanent Health Insurance
- Excellent rates with foreign exchange
- Pension scheme and life assurance

We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI.Click here tofind out more.?

We love to see your uniqueness shine through and inspire the future of travel.?If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

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