Customer Intelligence Manager

The role is responsible for delivering consumer, market and customer insight that informs strategic and commercial decisions across the business. The role holder combines primary research, industry intelligence and foresight with internal customer data and analytics to produce integrated insight work for senior audiences and relevant stakeholders. Working to the direction set by the Senior Data & Analytics Manager, the role holder designs and manages research studies, oversees external research and foresight partners, and translates findings into clear, actionable recommendations across businesses and countries in scope. The role is a strategic leg of the Customer Intelligence function, connecting what customers say, do and value into one integrated point of view.

Insight Strategy and Planning:
•    Support the Senior Data & Analytics Manager in shaping the annual insight agenda, translating business priorities into a structured programme of research and analysis.
•    Combine consumer research, industry intelligence, foresight and internal customer data into integrated insight narratives that guide strategic and commercial decisions.
•    Identify and assess emerging consumer, category and market trends across countries in scope, evaluating their implications for the business.
•    Size and validate market and customer opportunities using internal and external data sources

Research and Consumer Insights:
•    Design, commission and manage quantitative and qualitative research studies end to end, from brief and methodology through fieldwork to reporting.
•    Deliver insight for strategic projects such as market entry, concept development, brand positioning and customer experience initiatives.
•    Maintain a single, accessible source of consumer and market knowledge, ensuring findings are documented, shared and reused across the business.

Integrated Analysis and Reporting:
•    Analyse internal customer, loyalty and transactional data to build and maintain the internal view of the customer, delivering regular reporting on customer behaviour, segments and value.
•    Connect research findings with customer, loyalty and transactional data to build a rounded view of customer behaviour and value.
•    Own recurring insight products such as consumer sentiment tracking and market monitors, ensuring quality, continuity and timely delivery.
•    Deliver clear, well-structured outputs for senior audiences, with findings framed as implications and recommended actions

Innovation Assessment and Business Performance Monitoring:
•    Evaluate the effectiveness of in-market initiatives through research and post-launch measurement, providing recommendations for optimisation.
•    Design and execute studies that assess strategic projects and innovation initiatives, delivering actionable insight to inform decision making.
Functional Roles and Responsibilities 
•    Manage relationships with internal stakeholders, research agencies, insight and foresight providers, from briefing and procurement through to delivery and evaluation.
•    Develop and maintain research standards, templates and frameworks that improve the quality, consistency and speed of insight delivery.
•    Apply new tools, technologies and methodologies, including AI-enabled research approaches, to strengthen insight capability.
•    Manage assigned research budgets, ensuring value for money and adherence to procurement processes.
•    Ensure research activity complies with applicable data protection and privacy regulations across countries in scope.

People Management Roles and Responsibilities
•    Provide day-to-day direction to stakeholders, analysts and external partners assigned to insight initiatives.
•    Coach colleagues across the function and the wider business, raising research literacy and the standard of insight-led decision making.
•    Contribute to a customer-centric culture by embedding insight into business routines, forums and planning cycles.
•    Take on line management of analysts as the function grows, including objective setting, feedback and continuous development.
 

Years of Experience 

• 6 to 8 years of relevant experience in consumer insights, market research or customer analytics within retail, luxury or consumer-facing industries.
   

Knowledge and Skills 

• Quantitative and qualitative research design and management, trend analysis and foresight, strong data interpretation and storytelling
• Working knowledge of BI and analytics tools such as Power BI
• Familiarity with customer and loyalty data, agency and budget management, stakeholder management and influencing 
• Strategic and critical thinking, business acumen, excellent written and verbal presentation skills. 
• Analytics platforms (Databricks, Redshift, BigQuery) and SQL knowledge are an advantage.
   

Languages

• English (Full professional proficiency)
• Arabic is advantageous