Customer Insight Manager

Customer Insight Manager
  • Eastleigh, Hampshire
  • Open to Full Time or Part Time - Permanent
  • £50,000 to £60,000 per year
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About the role

Customer Insight Manager
from £50000 + Bonus + Pension + BUPA + ShareSave + 6.6 weeks holiday + hybrid working

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as the Customer Insight Manager within the Customer team and you’ll be a big part of this.  

At B&Q we have a hybrid approach to working to increase flexibility in how we work. For this role we expect you’ll be working from our Store support Office as and when there is a delivery need. We are also hoping to hear from anyone interested in flexible working options. Speak to our recruitment team to find out more.

Key responsibilities

As a Customer Insight Manager you’ll be responsible for helping the business to make better, customer-led decisions which ultimately drives customer value through delivery of compelling and actionable customer insights. We work in a squad mentality, focussing on the right priorities and adapting accordingly, though this role will also be partnering with our Marketing team – providing insights which support campaign development, measure and optimise brand health and marketing effectiveness. Your responsibilities will include:

  • Act as custodian of insight interpretation and ensuring customer is at the heart of planning and decision making, positively challenging stakeholders on usage where necessary.
  • Manage ad-hoc insight projects which help answer key business questions by gathering, analysing, and interpreting first and third-party data, which may include commissioning of research projects.
  • Keep abreast of consumer trends to anticipate future customer needs and integrate accordingly into deliverables and recommendations.
  • Translate key insights into a coherent and compelling narrative. Identify opportunities for improvement and make sound recommendations that clearly and simply communicates findings and inspires action.
  • Manage suppliers through procurement and onboarding with an understanding of GDPR obligations.
  • Build and nurture positive supplier relationships that drives optimal performance on budget and time.
  • Prioritise workstack and set clear expectations to internal stakeholders. Working with Insight peers in an agile manner, using tools such as Jira/Confluence to organise, prioritise, and track tasks and projects.
  • Document and archive Insight to facilitate knowledge farming and post implementation reviews.
  • Recommend appropriate third-party partners and project commissions within defined budget parameters.
  • Make business recommendations based on analysis and interpretation of data.

This role will be partnering with Marketing:

  • Partner with B&Q & TradePoint Marketing teams to identify opportunities for insight intervention, designing and delivering the approach within budgetary limits.
  • Manage and develop multiple brand health tracking programmes ensuring measurement and interpretation of key performance indicators for Brand.
  • Develop and execute programme of comms testing to improve and evaluate Marketing ROI and performance and support better investment decisions.
  • Support development of marketing campaigns by sharing relevant and compelling insights and customer context, aligning to brand purpose and marketing objectives.
  • Support Marketing Mix Modelling/econometrics projects, from model development to insights generation, managing suppliers and analysts.

Required skills & experience

Knowledge of comms testing and evaluation of marketing effectiveness to improve Marketing ROI and

performance

− Ability to contextualise insight and recommendations via understanding of market, consumer context and

business/customer drivers and dynamics

− Knowledge of Insight best practices, trends, and industry standards

− Innate passion and curiosity for understanding and investigating customer behaviour and how this can improve business performance

− Experience of designing and executing mixed methodology research

− Experience managing continuous research trackers

− Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and

engage stakeholders through storytelling

− Ability to synthesise, evaluate and analyse data to produce actionable insight and make data-driven decisions

− Detail-oriented with strong project management skills to handle multiple initiatives simultaneously

− Creative problem-solving skills and a proactive approach to overcoming challenges

− Experience in the home improvement industry is beneficial, or at least retail

− Familiarity with GDPR and data compliance considerations

Career progression

What's in it for me?

As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!

As part of a great team, you’ll be supported to grow and encouraged to explore new career directions within the business and the wider group. And, because you’ll be inspiring great things for our customers and the whole business, you’ll do work worth caring about.

We want to ensure that all employees, future employees and applicants to all Kingfisher companies are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation. 

If you require any additional support or adjustments to help you make an application, please contact us at recruitment@b-and-q.co.uk

Rewards &
benefits

Training &
development

Learn & Develop at B&Q

When you join B&Q, we want you to be all you can be. From the minute you walk through our doors to the exciting moment you make that next career move, we're here to help you make the most of every opportunity. Thanks to our friendly learning system, Mylo, we make sure you always have the support you need to take on every challenge and fit your learning around your life. Here, we know that the best way to grow is together. 

Flexible learning with Mylo

Mylo is your every day, on the go learning and development partner. Helping you build the knowledge you need now and in the future. With Mylo, you can access training and content, anywhere, anytime and on any device. You can even influence the type of training on offer by rating and recommending content, and letting us know what we can do to improve. Award-winning and featuring over 150 different learning activities - like short videos, articles, workshops and webinars - think of Mylo as your 24/7 training pal, designed to help you make the most of your B&Q career journey.

Developing in role

Learning never stops at B&Q. Whether you've been in your role for one day or five years, there's always something to be curious about. It's why we're always creating learning opportunities and experiences that'll give you the chance to develop your skills. Like our First Line Manager programme: a course that helps our newest line managers build their confidence and management skills. Or our Leadership Development programme that challenges our more experienced leaders to reflect on and adapt their approach for our ever-evolving ways of working.

Building expertise and know-how

We believe anyone can learn the technical skills to do their job with excellence. It's all about attitude and behaviour here. So, if you're passionate about customer service and design, we'll teach you how to create beautiful kitchens. If you're someone who loves being outdoors, we'll help you learn about our garden ranges. And, if you're someone who just loves what we do but doesn't know where to start, we'll help you find the perfect role for you to grow into. 

Accelerated Development Talent Programmes

Whatever goal you're working to at B&Q, we want to help you get there. We do this by designing a number of programmes which help you to practice your skills and learn new ones, gain valuable experiences, learn from others and jump on opportunities that are right for you. From leaders taking their first steps into management to those simply looking for a new challenge, we're there to make sure you achieve your ambitions.

Induction

At B&Q, we want every new colleague to understand our values, our customers, and how we work together to achieve our purpose. That’s why we’ve designed an induction programme that’ll give you real insight into our business, our culture and help you feel included from day one. For your first few weeks on the job you’ll work with your team and line manager, mixing online learning with practical tasks, to grow your knowledge a little every day.

 

A day in the life

Take a tour
around our
office

Our Store Support Office sits within B&Q House and supports our colleagues and stores right across the UK and Ireland. In our bespoke, modern and eco-friendly building just north of Southampton, you’ll find a friendly team of talented people in a huge range of roles.

Explore our
store support office

Facilities

In B&Q house, you’ll enjoy an onsite gym, a subsidised Costa, a canteen and restaurant, prayer room, plus open plan and cosy work spaces, an outdoor picnic area, and bike sheds for those who cycle in.

Sustainability

B&Q House has a biomass boiler, solar panels and a rainwater harvesting system. Our building also makes use of upcycled and recycled furniture and fittings, and features natural ventilation, heat retention and CO2 management, all via our very own weather station on the roof.

Why
choose us?

Why Customer Service at B&Q?

Our B&Q Customer Advisors are the friendly faces of our business. They're the ones who work across our stores to provide advice and assistance to each and every customer looking to make their big ideas into a much loved reality.

Why B&Q

Ready to apply?

Step 1:

Apply via bandqcareers.com

Step 2:

We'll contact you for a phone interview

Step 3:

We’ll carry out a face to face or online interview (and we may request a 2nd interview if the role you're applying for is more complex).

Step 4:

We’ll contact you with feedback, and maybe even a job offer.

Check out our FAQs for more information about interviewing at B&Q.

Customer Insight Manager

  • Eastleigh, Hampshire
  • Open to Full Time or Part Time - Permanent
  • £50,000 to £60,000 per year