Our client is a market leader in the Retail industry. Due to continued business growth, we are partnering them to look for an Insights Analyst, Brand & Experience.
As an Insights Analyst who is part of the Regional Customer Insights & Engagement team, you contribute to added customer value, a strong brand and increased sales by analysing and creating a deep understanding of brand performance as well as the omni customer experience. Through this, you will also identify opportunities for improving customer experience and offer. You work towards aligned and cross-functional goals, driving omni sales performance and customer centricity in all parts of your work. You bring the customer voice to life by having an outside-in perspective and act as âthe customer in the roomâ. You use global reports, tools and ways of working to build your own analyses that will provide a solid understanding of the regionâs customers.
Key Responsibilities
Brand Performance and Omni Customer Experience
Create deep understanding of brand performance and omni customer experience through tools like Brand Tracker, Customer NPS, Chattermill and Social Listening in the region.
Analyze results and translate insight into recommendations and actions as well as provide give input to strategic decisions
Educate your region on each marketâs customer insights to create a common understanding of customer behavior, pain points and opportunities
Identify, prioritize and set improvement plans for the most important customer journeys
Perform consumer research when needed on a local level to support key functions in region (sales, logistics, customer service etc) while ensuring alignment with global research initiatives for a cost-efficient set up
Use existing tools, for e.g. Power BI, Community, Questback/EFS etc. to query data and compile insights
Customer Centric Target Setting and Follow-up
Together with the Customer Activation & Marketing Business Controller, you set and follow up on brand performance and customer experience goals for the region in order to deliver value for both our customers and company
Follow up on the regionâs development in line with global and regional reporting cadence
Follow up on regional and local improvement activities
Recommend Customer Centric Commercial Actions
As the champion of Customer Voice, you are on top of current customer experience to provide input to commercial teams, as well as initiate and coordinate longer term customer experience projects through key functions
Suggest and drive actions to improve the customer experience and brand performance through a cross-functional way of working
Ensure that processes and forums are in place so that the organization can identify, act and report progress on customer experience in a timely and structured manner
Convince and align stakeholders by sharing insights on customer perception as well as success stories
Collaboration with Global and other Region teams
Point of contact between the regional organization and global functions, e.g. central BI team and the different global analysis teams, on topics concerning customer centric frameworks, reports and analyses
Communicate data issues to and from local and regional teams
Share insights with other areas/regions and to global counterparts
Actively network with peers and take part in cross-functional collaboration to keep updated on the latest development of trends and insights collected in other parts of the organization
Requirements
University degree in statistics, economics, business analytics or related field
Minimum of 3 years experience in related field preferred
Experience in retail or e-commerce industry preferred
Experience working with Power BI, Tableau or other data visualization tools
Experience working in statistical software SPSS as well as survey tools EFS or similar preferred
Knowledge and interest in customer, market and consumer research
Experience with creating and maintaining strong working relationships with people from different business functions
Strong data management skills â analytical, structured, ability to synthesize information and draw actionable conclusions
Effective communicator who is confident in building business cases and presenting to large audience and stakeholders
For more information about this role, please contact Eric at [email protected]. Due to the high volume of applicants, we regret to inform that only shortlisted candidates will be notified. We thank you for your understanding.
Registration No: R1110985 / EA License No: 21C0685
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