Customer Insights Manager

STARK Group; Coventry; Hybrid; GBP 50,000 - 75,000; Full time

Benefits offered by this job

Hybrid work arrangement

Discretionary bonus

Pension plan

Life assurance

Private medical insurance

Enhanced parental leave

Employee discounts platform

Job summary

STARK Group in the United Kingdom is seeking a data-driven Customer Insights Manager to translate insights into action. You will analyse service performance, branch operations, and strategic industry trends to support Marketing, Category and Operations teams.

As Voice of the Customer, you will manage the Voice of the Customer programme, drive NPS tracking, and collaborate with agencies and data teams. A bachelor’s degree and strong data visualization skills are essential.

Qualifications

• Bachelor’s degree in Business, Marketing, Economics or a related field.
• Experience in customer insight, market research or marketing.
• Knowledge of construction industry is desirable but not essential.
• Expertise in market research (qualitative & quantitative) and customer analytics.
• Driving license required due to occasional attendance across the country.

Responsibilities

• Execute quantitative and qualitative research programmes and draft briefs.
• Liaise with UK & international research agencies and teams.
• Manage the Voice of the Customer programme and NPS tracking.
• Present results to key stakeholders and inform decision making.
• Embed customer insights into decision making with Marketing, Category and Ops teams.
• Create internal surveys and summarise results for stakeholders.
• Summarise customer insights from Google Review data, and report progress.

Skills

Customer insights

Market research

Communication skills

Commercial acumen

Education

Bachelor’s degree in Business, Marketing, Economics or related field

Tools

Power BI

Excel

Job description

We're proud to be part of STARK Building Materials UK and dedicated to providing top-quality products and exceptional service to our customers. We're a friendly and collaborative team, passionate about what we do and committed to doing it well.

We are seeking a data-driven, proactive and commercially minded Customer Insights Manager to understand how we serve our trade and retail customer base. You will transform insights into action, analysing everything from our service performance in branch, and delivery to strategic industry level insights for customers. As a ‘Voice of the Customer’ you will help our Marketing, Category and Operations teams to optimise our campaigns, ranges and service delivery for tradespeople.

Key responsibilities:

Customer research

• Execute quantitative and qualitative research programmes. Responsible for drafting briefs and sample selection, working closely with the Director of Strategic Insights.
• Includes liaising with UK & international research agencies and teams in other Group businesses. For example, the twice-yearly Big Loop survey.
• Manage our ‘Voice of the Customer’ programme (‘Did We Nail It’ NPS tracking).
• Present results to key stakeholders.
• Maintain good customer engagement and response rates.
• Ensure results are reported to Group, the business operational teams and to inform decision making with Marketing, Category and support function teams.
• Administer associated prize draws and PoS & collateral requests.
• Work with the Communications team to report on our progress and ‘good news’ stories.
• Act as a point of liaison with our incumbent agency and our data teams/IT.
• Create short internal survey questionnaires, usually to our operations teams, in MS Forms and summarise results for key stakeholders.
• Support Agency selection and review and recommend potential new suppliers or approaches to insight.
• Summarisation of customer insights from Google Review data.
• Represent the Insights team in Marketing and Category team meetings.
• In liaison with our key agencies create an annual summary of insight.
• Responsible for administration surrounding our research programmes, shared folders and related Insights tasks, as directed.
• Working predominantly with Marketing, Digital, Category, Operational, Strategy and Communications teams to embed customer insights into decision making.

Data & reporting

• Collaborate with data & analytics and governance teams to ensure robust data governance and accuracy. Coordinating the update of ‘opt out’ data from agencies.
• Reporting to Group on NPS and customer satisfaction score.
• Summarising and communicating results to our Operational and Central Function teams.

Success Measures

• Impact of insight-led decisions on revenue growth and product/service improvements.
• Increased engagement with customer satisfaction and loyalty (NPS, OSAT, retention), externally and internally.

Education & experience:

• Bachelor’s degree for example in Business, Marketing, Economics or a related field.
• Experience in customer insight, market research or marketing.
• Knowledge of the construction industry is desirable but not essential.
• Expertise in market research (qualitative & quantitative) and customer analytics.
• Due to occasional attendance of research and debriefs in different parts of the country. Driving license required.
• Commercial acumen with the ability to link insight to business performance.
• Communication and storytelling abilities.
• Proficient in data visualization and reporting tools (e.g., Power BI, Excel).

What’s in it for you?

• Hybrid Working - 4 days at our Binley, Coventry office and 1 day WFH.
• Discretionary bonus
• Retirement savings plan
• Life assurance
• Private Medical Insurance
• Enhanced maternity/paternity/adoption leave for anyone expecting or adopting a child
• A wide range of voluntary benefits including holiday buying, discounted gym membership, car salary sacrifice scheme, Cycle2Work, Benenden Healthcare and more.
• Access to a wealth of health and wellbeing services including access to online GP appointments and mental health support.
• WorkPerks - A platform home to hundreds of all your favourite high street and online discounts via the provider Reward Gateway.