Marketing Manager: Customer Insights

3 weeks ago

Kuils River, South Africa Ackermans Full time

**Job Advert**:
We are looking for a resilient, efficient, and confident individual with a passion for customer insights to deliver on the company’s customer-focussed strategy by representing the customer, building relationships, and driving the acquisition, retention, and overall growth of customers.

**Qualifications**:

- A relevant Degree/National Diploma in Business/Statistics/Marketing/Research

**Knowledge, Skills and Experience**:
**EXPERIENCE**:

- A minimum of 8 years of experience in shaping Customer Data Analytics and Market research portfolios and in using multiple sources of data and research and combining this with strong commercial expertise to derive actionable insights to feed into business decisions and strategies.
- A minimum of 5 years of experience in Customer Relationship Management / Direct Marketing / Loyalty / Customer Lifetime Management Marketing
- A minimum of 2 years in Customer Experience and customer-centred design thinking

**KNOWLEDGE & SKILLS**:

- People skills:

- The ability to influence across various levels and functions within the business
- The ability to communicate effectively at all levels both within, as well as outside the company
- Excellent interpersonal, people management, team management & leadership skills
- Conflict management skills
- The ability to be resilient, have tenacity and maintain high levels of drive and initiative under pressure
- Ability to perform in a pressurised environment with short lead times and deadlines.
- Cross-functional collaboration
- The ability to create a shared vision and to positively influence others
- The ability to give input into company-wide initiatives and translate these into actions required of Marketing
- Networking skills & the ability to be resourceful
- The ability to prioritise
- The ability to be assertive
- The ability to work independently, as well as be a team player
- People Development (succession planning)
- Business related skills:

- Ability to interpret business strategy into customer strategy
- Ability to derive commercial insights, opportunities and actions from complex data and information.
- Ability to evaluate market conditions, competitor data, customer trends.
- Ability to operate in a value retail environment and make trade offs
- Data and information management
- Highly proficient in workings of data technologies
- Good judgment together with strong problem-solving and decision-making abilities using advanced analytics techniques
- Sound strategic thinking skills, as well as the ability to formulate functional objectives related to business strategy
- Exceptional planning, organising & time management skills
- Must be adaptable
- Must be outcomes focussed and solution driven
- High-level presentation skills
- Understanding of the company commercial situation and objectives and being able to interpret insights to shape and support these.
- Understanding of driving customer behaviour and life-time value management programmes
- Understanding of how to translate business needs/questions into data analysis briefs, as well as being able to interpret analysis output.
- Solid qualitative and quantitative research skills including segmentation, large tracking studies, focus groups, product development, brand tracking, customer immersion, as well as briefing research and interpreting research output.
- Understanding direct marketing and how to drive feet to stores as well as product acquisition and tenure.
- Understanding customer services including call centres and all social media platforms.

**Key Responsibilities**:

- Create a deep understanding of the customer through data analytics and market research insights and embedding these widely in the business to facilitate smarter, more sophisticated, insights-driven decision making.
- Shape the company’s known and semi-known customer marketing strategy to deliver on the company’s Customer Lifetime Value Management and Customer Experience objectives.
- Oversee the delivery of the company’s Customer Relationship Management/Direct Marketing, Brand Engagement and Customer Care portfolios including lay-by and credit.

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