Head of Market Research at Koko Networks

Job Summary

KOKO Networks is looking for a Head of Research to lead the Customer Research team in developing a quality insight strategy to help drive retention and acquisition of customers in our customer driven organization. This person will provide strategic support in order to promote the profitable growth of the company by providing information that will aid in decision making to drive business strategy in the various business units (Customers, Market and Agent). The Head of Research will foster and advocate for the proper usage of research methods (qualitative, quantitative, and secondary research methods) that help the company understand the marketplace and its customers, and ultimately lead to more profitable business for the company.

Job Responsibilities

• Provide thorough understanding of consumer behaviour and choice by helping KOKO Networks understand how consumer behaviour and choice drives value. This involves reviewing customer data for trends, patterns and causal analysis to assist in understanding customer’s activity.
• Generate consumer insights which inform the innovation and product development process, allow for alteration of various campaigns (sales, customer care) and build greater engagement and loyalty with our customer base.
• Contribute to brand, sales, marketing and product strategy formulation as well as supporting the development of key strategic initiatives for KOKO Networks
• Select the most appropriate research methodology and techniques as well as designing qualitative and quantitative research plans. Work with research team to scope and undertake research (ethnographic and focus group) which helps develop consumer insights and allows us to understand customer behaviour.
• Work effectively as part of the broader customer care, sales, marketing and strategy team.
• Provide insight and understanding which will improve the timeliness and quality of commercial decision making.
• Distil complex research or analysis into simple and compelling recommendations for management.
• Build a capable team that can undertake research and do analysis.

Qualifications Required

• A minimum of five years within customer/market research
• Experience with a wide array of product, brand, advertising and customer satisfaction research methodologies
• Experience of conducting mixed-method research with strong quantitative or qualitative background, and competent in measurements of sensitive issues
• Exceptional written and oral communication abilities
• Strong analytic skills with experience in statistical modelling and analysis
• Proficient with Excel, PowerPoint, and SPSS/SAS
• Bachelor's or advanced degree in business, statistics, mathematics or the sciences
• Extensive project management experience with proven ability to organize and coordinate multiple projects simultaneously and meet deadlines
• Ability to work in a fast paced environment, adapt easily to changing situations and demonstrates flexibility in juggling priorities
• Ability to think differently and challenge convention if it creates greater customer value.