Consumer Insights

7 days ago

Manchester, United Kingdom THG Full time

THG is a fast-moving, global technology business that specialises in taking brands direct to consumers. Our world-class proprietary tech and infrastructure powers our extensive portfolio of beauty, nutrition and lifestyle brands and is now helping drive exponential growth of our clients' brands globally.

We're powered by a global team of over 10,000 ambitious people around the world. Our culture is fast-paced and entrepreneurial, it's this DNA that has supported our incredible growth.

We're always looking for individuals that can bring fresh and innovative thinking to THG, and play a part in driving the group forward on its exciting journey. So, if you're ready to take the next big step in your career, challenge yourself every day and evolve with the world around you, THG is ready for you.

**THG Nutrition**

THG Nutrition is one of the world's leading players in online sports and nutrition retail. Our brands are breaking boundaries and growing at a relentless pace.

We're home to the world's largest online sports nutrition brand Myprotein, including its family of brands Myvegan, Myvitamins, Command, MP Clothing and Myprotein Pro, as well as Exante. All are loved and trusted by millions of fans worldwide.

With everything from manufacture and new product development to content creation, marketing and logistics delivered in-house, THG Nutrition is perfectly positioned to consistently deliver rapid growth in a fast-moving, global industry. We also partner with a network of more than 19,000 influencers to ensure brands can reach their audience, anywhere in the world.

It's an incredibly exciting time to be joining the team.

**The Role: Consumer Insight & Experience Executive**

Working with the Senior Consumer Insight Manager, this is an exciting opportunity to join a growing team in delivering insight across Myprotein, Myvitamins and Myvegan, working with all aspects of the business from Brand and Marketing to the local trading teams.

**Responsibilities will include**:

- The role will focus largely on delivering **consumer insight**, conducting market research with customers (and beyond) to understand behaviours, attitudes and expectations - and using this to inform business strategies across the world
- This side of the role will involve taking research briefs from stakeholders across the business, turning these into an approach based on their objectives, overseeing fieldwork, analysing the data and creating visually impactful reports with clear summaries and recommendations - utilising both qualitative and quantitative methods and data
- It will involve **day-to-day management of the Myprotein Community. **This is our private space were 2,000 customers in the UK & US take part in regular research tasks, like surveys, discussions and focus groups, and also interact with each other similar to a forum.
- This involves daily moderation and conversations with customers about the topic at hand, as well as administrative roles such as ensuring positive community health, recruiting new customers to the community and rewarding customers for their participation.
- The role will also be proactive in supporting **customer experience. **By monitoring key metrics like NPS, delivery SLAs, customer service response times etc. across countries, the role involves highlighting pain points in the customer journey as they arise each month, and working with local teams to diagnose and then rectify issues to ensure a positive customer experience
- It also involves acting as liaison with the Customer Service and Customer Experience departments, championing new initiatives that will improve the customer experience, ensuring all teams are working in one direction, and acting as the representative for the Myprotein marketing and trading teams

**Requirements**:

- Experience in a consumer insight or customer experience role, either agency or client-side, would be beneficial
- An interest in Sports Nutrition and Fitness would be beneficial
- Good understanding of the principles of market research, with a desire to gain experience in both the quantitative and qualitative space
- Desire to take on a role with a high level of autonomy and responsibility, including management of some projects from start to finish across the experience and insight functions
- Desire to learn how to work from brief, through research design and fieldwork, to analysis and reporting
- Strong analytical skills and an ability to create impactful reports
- Keen to develop a skill in presenting
- Self-motivated and enthusiastic approach to work
- Good communication and relationship building skills
- Excellent verbal communication skills, with the ability to communicate clearly, effectively and appropriately
- Team player, able to work with multiple business units to achieve objectives
- Able to effectively prioritise workload and manage multiple projects at once
- Experience with Microsoft Excel and PowerPoint an advantage

**What's on offer**:

- Competitive

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