Customer insights manager mecca

Job Title (select from
ACES or request new
title from HRBP)
Customer Insights Manager
Department Marketing
Location Maidenhead
Duration Permanent
Hours Full time
Reports To/Line
Manager
Head of CRM/BI/Insight/Loyalty
Additional dotted line into the Head of Group Insights
Number of Direct
Reports
-
Budget Managed c. £350k p.a.
Contract Grade (from
Job Evaluation)
Date Job Description
created
09/05/2014
How to apply (if not
via ACES)
Closing date
This job description is subject to periodic review and amendment as necessary
Job Purpose
(1 – 2 sentences
outlining the
primary objective of
the role)
Put the customer at the heart of the Mecca brand through the creation, delivery and

dissemination of world-class customer insights to drive business decision making.
This position is for an experienced all-rounder market researcher who sees significant
value in being able to disseminate insights into the business and work strategically
with internal stakeholder teams to drive customer centricity and business strategy.
Main
Accountabilities
and
Responsibilities
(8 – 12 key
statements of what
the jobholder does
and the decisions
they make)
• Represent a strong and independent ‘voice of the customer’ to drive
customer centricity across the retail and digital channels, including mobile.
• Manage a variety of continuous and ad hoc research projects, across a wide
spectrum of methodologies and techniques – including:
- Customer experience tracker
- Brand tracker
- Large-scale NPS study
- Ad hoc projects including support for product/NPD, brand and marketing
teams
• Manage relationships with research partners and oversee projects from
briefing through to presentation ensuring the outputs are relevant and meet
stakeholders’ needs.
- Appoint and manage agencies, ensuring SLAs are in place and work is
appropriately planned, prioritised and delivered.
- Ensure that up-to-date methods and techniques for insight collection,
analysis and dissemination are used.
• Work closely with internal stakeholder teams to (1) translate business

questions into research briefs and (2) drive effective communication of
insights and insights-driven recommendations.
• Work closely with the analytics team to integrate data sources and bridge the
gap between insights and analytics and deliver the ‘bigger picture’ for the
customer based on both the research and internal data available.
• Collaborate with other insights teams across the group to (1) ensure the
information provided is delivered in context (market, industry, regulatory) (2)
optimise alignment and synergies across the group (2) inform and evolve the
understanding of customers’ needs and motivations.
• Prepare an annual budget and manage within the agreed limits once
approved
• Perform such other duties in line with this role that are requested by the Line
Manager.
Knowledge,
Expertise and
Qualifications
(6 – 8 criteria
detailing the
knowledge and
expertise required
to do the job)
Personal
Qualities
(max 6 behaviours
and competencies
required to carry
out the role)
• Proven track record of delivering insights that shape customer experience
and brand strategies - the ideal candidate will either currently be in an
agency and looking for a clientside position as a logical next step OR already

hold a clientside role and now looking for a new challenge.
• Strong analytical skills – qualitative and quantitative.
• Experience with focus group moderation/depth interviewing desirable.
• Outstanding project management skills.
• Excellent written & verbal communication skills – strong presentation and
influencing skills.
• Assertive and focussed to ensure follow up action is taken from insight
findings
• The ability to work to tight deadlines
• Degree educated preferred.
• Experience within the gaming-based leisure industry is not a prerequisite;
however must be able to demonstrate a keen interest in the sector.
• The role is officially split 50/50 across the Retail and the Digital business, but
it is likely that the successful candidate will spend a greater proportion of
his/her time on the Digital business, given the requirements of that side of
the business
PERSONAL SKILLS:
The environment is fast-moving, fast-thinking and intellectually challenging so the
role requires an agile-minded, flexible and commercially astute individually with
gravitas who can build strong relationships and immediately add value in the
research team and wider business.
• An innovative approach to intelligence gathering.
• Must have good attention to detail.
• Passionate about understanding the drivers of customer behaviour.
• Motivation and ability to learn a new business/industry sector.
• Ability to think strategically.