Customer Insights Specialist

13 hours ago

Cape Town, Western Cape, South Africa Ackermans Full time

The core focus of this role will be to conduct data analysis on research initiatives and improve research findings by pairing owned customer data where applicable. You will assist the business to improve its customer experience and overcome operational hurdles by providing data analysis and insights that support the Marketing Customer Team to deliver on its mandate. 

The role will be supported with an Advanced Analytics team and research partners where applicable, however you have the autonomy to carry out your own research initiatives should this be required.

Key Responsibilities:

  1. Deliver overall customer insights plan contracted with the Marketing Manager Customer to meet all business requirements.
  2. Deliver actionable and relevant customer insights back into key business areas (Marketing, Merchandise, Commercial, Operations)
  3. Ensure tracking studies are in place and providing the right level of feedback and direction to the business.
  4. Drive pre-campaign planning and post-campaign analysis
  5. Data Management and Governance

Qualifications Required:

Essential: 

  • A relevant Degree – Marketing / Business / Statistics / Research

Preferred:

  • Mathematical / Statistical qualification

Experience Required:

Essential:

  • A minimum of 3 years' campaign analysis experience.
  • A minimum of 3 years' experience in a campaign and promotional analysis role, CRM programmes, Direct Marketing, Customer Value Management or Customer Experience.

Preferred:

  • Retail and specifically clothing retail experience.
  • Commercial experience
  • A working knowledge of systems and analytical tools, Power BI or similar.
  • Advanced Excel and proficiency in MS Office.

Skills Required:

  • Ability to interpret analysis outcomes to deliver relevant customer insights.
  • Ability to solve problems in a proactive, solution-oriented manner.
  • Ability to derive commercial insights, opportunities and actions from complex data and information.
  • Ability to evaluate market conditions, competitor data, customer trends.
  • Ability to build relationships and influence cross functionally in the business
  • Ability to operate in a value retail environment and make trade offs
  • Ability to perform in a pressurised environment with short lead times and deadlines.

Knowledge Required:

  • Understanding of how to translate business needs/questions into data analysis briefs, as well as being able to 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.
  • Knowledge of process & continuous improvement methodologies
  • Knowledge of customer relationship management
  • Knowledge of BI tools and decision support concepts

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