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Customer Insight Manager

2 months ago

London, UK, United Kingdom Undisclosed Full time

Customer Insight Manager - International Research - Fashion Retail


The location of the role is Paddington, London (hybrid working). Occasional travel outside the UK might be required.

The duration of the contract is 9 - 12 months.

The pay rate on offer is £500 - £600 per day.


The client is a multinational high-street retailer.


Role Summary

Reporting to the Head of Customer Insight, the International Customer Insights Manager will lead a qual & quant research programme in 3 markets to start with, with the possibility to move onto more markets thereafter. It will involve all aspects of project management, including signing off discussion guides and questionnaires as well as communicating the output in an engaging and impactful way to the variety of stakeholders and managing regular project updates.


Alongside the Head of Customer Insight, it will involve working with the Director of International and Head of International Strategy & Transformation, as well as Marketing teams & partners in market (where they exist) and the Research Agency (who has already been appointed).

The role also has accountability to set up an Insight hub for the International Teams for Customer Insight, to review current provision of continuous research and insight communications and to propose & deliver improvements where required.


Key accountabilities of the role

  • Leading the strategic markets insight project, involving qualitative and quantitative research, ensuring it delivers fully on the objectives, on budget and with maximum business impact. This would involve planning, briefing, managing the research agency, bringing in other insight where/when required, adapting where required and delivering a comprehensive communication plan for the findings
  • Quickly build a respectful rapport with the in-market teams, embracing their comments and concerns, challenging where appropriate and ensuring the strategic markets insight project fully delivers on its objectives
  • At speed (and with subtlety) understand the existing provision of Insight within the International team (centrally and in-markets) and provide a full evaluation and recommendations
  • Set up an Insight hub for International, which brings together existing insight and helps drive a customer centricity in the central team as well as in key markets
  • Create a proposal on a future Customer Insight Plan for International, including resourcing, which would deliver a customer centric culture and hugely enhance customer driven decisions in the International business


Key skills and experience

  • Demonstrable experience in research and insight for International retail business(es), very comfortable with both quantitative and qualitative methodologies and tools
  • Experienced in working with qual and quant research agencies to deliver on objectives, from briefing, managing, and final deliverables
  • Great communication skills both verbal & written, and able to adapt to & deliver on multiple stakeholder needs
  • Experience in setting up an Insight Hub/Portal and creating an Insight Plan (including resource)
  • Demonstrable experience in driving a customer centric culture, ideally Internationally
  • Fashion sector experience is desirable