Consumer Research & Insights Specialist at Standard Group

Overall Purpose of the Job

Reporting to the Digital Marketing Manager, the Consumer Research & Insights Specialist will be responsible for providing strategic and tactical insights that will help in planning and delivering towards a truly Omni channel customer-centric experience across all touchpoints.

Key Accountabilities

• To be an analytical and insightful player in identifying strengths, weaknesses, opportunities, and threats while defining tensions and triggers and its implication on customer experience and brand performance.
• Create a visual of industry trends and of competitors so organizations can predict how products and services will fare in the marketplace.
• Devise and evaluate methods for collecting data, such as surveys, focus groups, questionnaires, and opinion polls. Remain fully informed on market trends, other parties researches and implement best practices.
• To lead on crafting analysis and deriving consumer and customer insights that enable a more informed planning and decision making by working closely with internal matrix stakeholders (Marketing & Brand/product, IT & Customer Care Centre).
• To manage all operational tasks related to extracting data, customer, and consumer-related insights and liaising with internal and external stakeholders to ensure timely and quality delivery.
• Interpret and Present the Collected data findings on consumers, competitors and marketplace and consolidate information into actionable items, reports and presentations to the business through charts, graphs, and other visual means and make recommendations.
• Develop and communicate the insights that helps shape brand, communications, and propositions strategy.
• Identify key topics being discussed online, providing analysis about those topics and performing sentiment analysis on campaign content.
• Measure effectiveness of marketing programs and strategies to help them make better-informed decisions about product introductions, modifications, and marketing campaigns.
• To configure, integrate and manage the development of the performance dashboard while ensuring it captures all required metrics throughout the customer value chain and touchpoints.
• To develop monthly and tertial performance reports and maintain all historical data and reports.
• Evaluate program methodology and key data to ensure that data on the releases are accurate and the angle of the release is correct.

Person Specifications

Academic and Professional Qualifications

• Minimum of university degree
• MBA or MA in Business Management or Social Science preferred with a concentration in research, marketing, or analysis will be an added advantage

Experience

• 5 years established marketing research experience Worked in similar roles such as CRM and Customer Experience Analyst or part of a consumer research entity
• Greater knowledge and understanding of consumer behavior and customer experience in an omnichannel environment; to include both digital and conventional touchpoints.
• Previous experience in managing and developing customer performance dashboards is a plus

Skills and Attributes

• Ability to communicate confidently and clearly with; strong consulting and influence capabilities in presenting the analysis in a constructive, interesting and simplified manner that improves the decision-making process.
• Strong problem solving, project management and analytical skills;turning insights into opportunities.
• Solid understanding of Brand Health Tracker; extracting and validating insights from various reports.
• Expert knowledge of existing research techniques and emerging trends o Strong knowledge of business practices, marketing principles.