Job Title: Customer Insight Manager
Location: Wigan
Salary: £30,000 – £40,000 depending on experience
Job Type: Full Time, Permanent
The Company is the UK’s largest coach tour operator and is part of a much larger leisure Group. The business has coach holidays at its core, but has an extensive tour operating programme outside of coach holidays, including River Cruise, Escorted tours by air, Worldwide, and UK short breaks by car.
As they continue to invest in the hotel estate and develop a wider set of holidays, they need more information and insight into their current customer set, as well as data on potential look alike customers.
As part of the marketing team you’ll be joining a dynamic group of individuals, operating in a fast moving and exciting environment.
The Role:
This is a new role but is crucial as they enter this key phase of product development. The Customer Insight Manager will support the CRM strategy by both creating reports that drive day-day decisions as well as performing deep analysis on key questions that are facing the team.
Reporting to the Head of Marketing (offline), you will be responsible for delivering insight to help identify customers that are more valuable to the business.
You will drive metrics, analytical & reporting improvements to influence CRM and commercial strategy through the use of first- and third-party data. You will be working to increase customer retention and manage the Rewards loyalty membership. Through the analysis that you will also implement you will be able to recommend enhancements to their segmentation so that they can deliver the most relevant messages to customers, at the right time.
You will work with the wider team to develop customer understanding, ensuring that key stakeholders throughout the business know who customers are, as well as their wants and needs, key booking windows, and other key behavioural traits.
Through market and audience analysis you’ll help to identify further opportunities for growth in an exciting and quickly moving time for the business.
This is a fantastic opportunity to work in dynamic environment with the opportunity to help shape the future strategy of their marketing efforts.
Responsibilities:
- Help direct and shape the business customer insight strategy
- Using a selection of analytics tools to evaluate and recommend opportunity in CRM performance
- Pro-actively analyse and identify opportunities that can drive marketing decision making
- Create and maintain relevant CRM dashboards and reports
- Keep on top of market trends and analysis
- Create and manage customer segmentation that will be used throughout the business
- Surface analytics to drive retention using A/B (& multivariate) testing through the CRM journey
- Support & drive customer experience improvements through CRM
- Create hypotheses that drive research and development opportunities
- Process improvement for analytical consistency & development
- Work with wider stakeholders within the business to deliver data insight that can help to aid conversion rate and customer loyalty and ultimately reduce the overall CPA
To be successful you will have:
- Commercial awareness, linking behaviours to business benefit
- Highly data-literate, with strong data-mining and analytical skills
- The ability to deliver accurate, relevant and timely information including forecasting models.
- A solid understanding of SQL databases and how to interrogate them
- Proficiency with a variety of analysis tools, in particular Google Analytics & Microsoft Excel
- Experience in Google Data Studio and Attribution modelling
- Ability to deliver high quality reports and insight to senior stakeholders using a variety of tools from BI dashboards to PowerPoint presentations and documents
- Experience driving self-sufficiency across different disciplines
- A keenness to learn and develop new skills
- Proven ability to understand and link customer behaviours to commercial impact
- Self-starter; using commercial awareness to surface insight pro-actively
- Must be able to multi-task in a fast-paced environment
Benefits
- £450 per year towards a holiday booked through one of the Groups brands
- 31 days holidays per year, including bank holidays
- A relaxed, friendly work environment
- Time for training and self-improvement
- Highly effective, motivated and supportive team members!
Please click the APPLY button to send your CV with a Cover Letter for this role.
Candidates with experience of; Customer Insight Analyst, Customer Insight, Marketing Executive, Marketing Officer, Strategy Analyst, Marketing Account Executive, Commercial Analyst, Product Manager, Product Management, Product Development Manager, Product Development, Product Developer, B2C Product Manager, Marketing Manager, Marketing, Data Analyst may also be considered for this role.
