Marketing Research and Customer Insights Manager
6 days ago
**Job Description and Responsibilities**:
- Consult & agree marketing research needs with customers, and design and develop appropriate strategies to address these needs, through detailed briefing sessions.
- Implement and manage VWAG / AUDI AG / VW NfZ marketing research projects by establishing appropriate working relationships with key Group stakeholders.
- Manage the integration of VWAG / AUDI AG / VW NfZ marketing research requirements and local studies.
- Manage the quality of research projects within the legal framework of the country (e.g. within the parameters of new customer information and contact legislation).
- Steer and manage the execution of research projects through regular status meetings and report back sessions with staff and external service providers to ensure conformance to customer requirements and timing.
- Review and assess supplier briefs, research methodologies, questionnaires, sample structures and reporting formats to pursue delivery on customer requirements.
- Oversee the ongoing provision of relevant and timeous customer satisfaction results (CEM), as well as further analysis thereof, to the NSO.
- Manage the resolution of Dealer CEM queries in a manner that supports VWSA’s goal of being the number one motor brand in Dealer satisfaction.
- Define and develop research strategies and projects that make optimal use of company resources to minimize duplication of information and systems / reporting requirements.
- Manage the Marketing Research & Insights budget through monthly reconciliations in order to maximize budget efficiency and adherence.
- Consult and steer in working groups and task teams as representative of Marketing Research and/or Technology & Business Strategy as required.
- Review, assess and implement (where suitable) the latest best practice and methodology in VWSA research & Insights projects.
- Define a Consumer for Life Strategy which delivers superior customer experience (anytime, anywhere for any customer) through seamless retail across all channels.
- Design the change and communication strategy to evolve Customer Centricity (Strong focus on Customer Service around process adherence) to an enhanced Customer Insights Framework (Strong focus on customer experiences. The sum total of experiences including process, behaviour and loyalty in a digital economy underpinned by consumer based science).
**Education and Experience**:
- A recognised 3 year National Diploma/ Bachelor’s degree in Commerce/ Business Management / Marketing Management / Business Science/ Research Management
- Minimum of 5 years’ experience in marketing research or customer insights
**Skills, Attributes & Other requirements**:
ESSENTIAL:
- Exposure and knowledge of consumer behaviour eg. customer service and customer experience
- Exposure and knowledge of research methodologies & working with research companies.
- Exposure and knowledge of market economics in particular insights in consumer economic decision making models
- Commercial and environmental scanning (people, service and/or product, finance and technology transactions) to identify and source best in class and leading edge practices.
- Experience in developing metrics, measuring results and collating management information for the purpose of reporting and strategic execution.
PREFERRED:
- Experience in Brand Management and Product Strategy would be beneficial.
- Experience in Dealer interfacing areas or Marketing Research industry would be advantageous.
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