Manager, Customer Insights

Global Sports Jobs Limited; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Benefits offered by this job

Benefits package

Dynamic working environment

Development opportunities

Job summary

Global Sports Jobs Limited in Hong Kong is seeking an experienced Senior Customer Insights professional to drive evidence-based decisions across the Club. You will lead end-to-end research projects, translate data into actionable recommendations, and partner with stakeholders to improve customer experience and product offerings.

The role requires strategic thinking, hands-on analysis, and the ability to present clear narratives.

Qualifications

• A university degree in Business, Statistics, Psychology, Social Science or a related field.
• A minimum of 10 years of experience in customer insights or a consultant role; candidates with less experience may be considered for Assistant Manager, Customer Insights.
• Proven expertise in different research methodologies and demonstrated data analytics skills.
• Demonstrated hands-on experience in managing research projects.
• Good interpersonal and communication skills, with demonstrated ability to influence stakeholders through insights delivery.
• A good story writer capable of generating narratives from observations and data and delivering presentations to stakeholders at mid-levels.

Responsibilities

• Partner with business stakeholders to identify insight needs and develop research solutions to address strategic business questions.
• Lead end-to-end quantitative and qualitative research projects, including research design, questionnaire and discussion guide development, survey programming, fieldwork management and vendor coordination.
• Synthesize data and research findings into actionable insights, business implications and strategic recommendations.
• Analyse customer, market and behavioural data from multiple sources to identify trends, opportunities and risks.
• Present insights and recommendations to stakeholders and facilitate evidence-based decision making.
• Leverage social listening and digital intelligence platforms to monitor customer sentiment, behavioural trends and emerging issues.
• Integrate research findings, Voice of Customer (VoC) data, transactional data, market intelligence and external information to build a holistic understanding of customers and market dynamics.
• Proactively identify emerging customer trends, business opportunities and strategic risks.
• Explore innovative research methodologies, data sources and analytical approaches to support evolving business needs.
• Manage external research vendors and partners to ensure high-quality and timely project delivery.

Skills

Stakeholder influence

Research methods

Data analytics

Storytelling

Education

Bachelor’s degree in Business/Statistics/Psychology/Social Science

Job description

About the Role

Reporting to the Deputy Executive Manager, Customer Research & Insights, the role drives customer-centric decision making across the Club. The job holder leverages customer research, market intelligence and behavioural insights to answer complex business questions and influence strategic decisions. The role partners closely with business stakeholders across the organisation to identify insight needs, develop research approaches and deliver recommendations that enhance customer experience, product offerings and business performance. The successful candidate is responsible for the end-to-end delivery of research projects, from problem definition through to presentation of recommendations, and requires both strategic thinking and hands-on involvement throughout the research process.

Key Responsibilities

• Partner with business stakeholders to identify insight needs and develop research solutions to address strategic business questions.
• Lead end-to-end quantitative and qualitative research projects, including research design, questionnaire and discussion guide development, survey programming, fieldwork management and vendor coordination.
• Synthesise data and research findings into actionable insights, business implications and strategic recommendations.
• Analyse customer, market and behavioural data from multiple sources to identify trends, opportunities and risks.
• Present insights and recommendations to stakeholders and facilitate evidence-based decision making.
• Leverage social listening and digital intelligence platforms to monitor customer sentiment, behavioural trends and emerging issues.
• Integrate research findings, Voice of Customer (VoC) data, transactional data, market intelligence and external information to build a holistic understanding of customers and market dynamics.
• Proactively identify emerging customer trends, business opportunities and strategic risks.
• Explore innovative research methodologies, data sources and analytical approaches to support evolving business needs.
• Manage external research vendors and partners to ensure high-quality and timely project delivery.

Required Experience & Qualifications

• A university degree in Business, Statistics, Psychology, Social Science or a related field.
• A minimum of 10 years of experience in customer insights or a consultant role; candidates with less experience may be considered for Assistant Manager, Customer Insights.
• Proven expertise in different research methodologies and demonstrated data analytics skills.
• Demonstrated hands-on experience in managing research projects.
• Good interpersonal and communication skills, with demonstrated ability to influence stakeholders through insights delivery.
• A good story writer capable of generating narratives from observations and data and delivering presentations to stakeholders at mid-levels.

Preferred Skills

• Corporate experience and a good understanding of business context.
• Hands-on experience in handling field and data.

Salary

• Competitive salary

Benefits & Perks

• Benefits package
• Dynamic working environment
• Development opportunities

The Club is an equal opportunity employer and welcomes applicants from diverse backgrounds; accommodations during the interview process are available on request.