Customer Insights Analyst
Details
Customer Insights Analyst (ACK201028-5) – Ackermans
Closing Date
2021/04/22
Reference Number
ACK201028-5
Job Title
Customer Insights Analyst
Department
Marketing
Brand
Ackermans
Reporting To Position
Manager
Job Type Classification
Permanent

Number of Positions
150
Location – Town / City
Cape Town
Location – Province
Western Cape
Location – Country
South Africa

We have an exciting opportunity for a Customer Insights Specialist to join our team. This position is based at our Support Centre, in Kuilsriver and will be part of a very diverse and vibrant Marketing team. This position will report directly to the Marketing Manager: Customer.
Qualifications
Essential:
• A Degree/National Diploma – Business / Mathematics / Statistics / Research

Preferred:
• Mathematical / Statistical qualification.
Knowledge, Skills and Experience
Knowledge required:
• Understanding of overall business and customer KPIs to track and measure performance over time.
• Understanding of CRM best practice in pre-planning campaigns and post-campaign measurement.
• Understading of customer data and how to leverage this for commercial value to deliver both insights and inform campaigns.
• Understanding of how to translate business needs/questions into data analysis briefs, as well as being able to to interpret analysis output.

• Solid qualitative and quantitative research skills including segmentation, large tracking studies, focus groups, product development, brand tracking, customer immersion, as well as briefing research and interpreting research output.

Skills required:
• Ability to interpret analysis outcomes to deliver relevant customer insights.
• Ability to solve problems in a proactive, solution-oriented manner.
• Ability to derive commercial insights, opportunities and actions from complex data and information.
• Ability to evaluate market conditions, competitor data, customer trends.
• Ability to build relationships and influence cross functionally in the business
• Ability to operate in a value retail environment and make trade offs
• Ability to perform in a pressurised environment with short lead times and deadlines.

Experience required:

Essential:
• A minimum of 10 years campaign analysis experience.
• A minimum of 5 years of experience in a campaign and promotional analysis role, CRM programmes, Direct Marketing, Customer Value Management.
• A minimum of 3 years managing subordinates.

Preferred:
• Retail and specifically clothing retail experience.
• Commercial experience.
• A working knowledge of systems and analytical tools, for example SQL, Power BI or similar.
Key Responsibilities
1. Deliver overall customer insights plan contracted with the Marketing Manager Customer to meet all business requirements.
– Own the analytics demand view and work with internal and external stakeholders to deliver and leverage capabilities, including segmentation models, market studies, etc.
– Ensure that all processes to accurately captured and documented to ensure high quality work is delivered.
– Manage agreed projects as part of the overall Customer Insights plan for the period, delivering work in conjuction with key stakeholders and partners.
– Understand how to consolidate data from various sources to ensure accurate and holistic reporting across channels – this relates to the integration of both data analytics and research to deliver insights and uncover opportunities.

2. Deliver actionable and relevant customer insights back into key business areas (Marketing, Merchandise, Commercial, Operations)
– Build and maintain business relationship with internal stakeholders by providing prompt and accurate service with regards to customer and campaign performance and insights.
– Displays a positive attitude & leadership qualities and is able to effectively manage / resolve any situation which may arise in collaboration with team members and other key stakeholders.
– Deliver high quality outputs that make insights consumption easy and clear for key stakeholders.

3. Ensure tracking studies are in place and providing the right level of feedback and direction to the business.
– Own customer performance reporting, ensuring that insights reporting deliverables are met weekly, monthly, quarterly, seasonally and annually.
– Solution-oriented to ensure that through reporting and measurement ongoing improvements in process and resolution is driven.
– Conduct and drive research on course to ensure accurate and effective strategy and planning.

4. Drive pre-campaign planning and post-campaign analysis
– Own campaign performance reporting across channels. Ensuring that insights reporting deliverables are met weekly, monthly, quarterly, seasonally and annually.
– Solution-oriented to ensure that through reporting and measurement ongoing improvements in process and resolution is driven.
– Understand how to consolidate data from various sources to ensure accurate and holistic reporting across channels.
– Collaborate with the digital marketing team to ensure campaigns are effective and profitable.
– Partner with the DM specialist and other marketing colleagues to move insights to action and optimise efforts on an ongoing basis.

5. Data Management and Governance
– Support the Customer Manager in managing of customer data and ensuring compliance and best practices linked to POPIA legislation.
– Ensure all processes are clearly documented and adhered to.

6. Talent Management
– To mentor or give direction to team member and provide training on best practices.
– To assist Customer Manager in ensuring performance goals are met.
– Willingness to assist others & pass on knowledge to team members.
– Assists with the training and upskilling of junior team members in line with best practice and business needs Ackermans

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