Customer Insight Manager

As a result of the company’s continued focus on meeting the needs of our customers through our products as well as the service we deliver, a new position has been created for a Customer Insight Manager. The Marketing department leads the way in demonstrating Texthelp’s commitment to being customer-led in all activities. As our Customer Insight Manager, you will report to the Marketing Data Analyst and work closely with other functions within Marketing such as design, content, automation, and campaign planning. Collaboration with Sales, Tech Support, Product Development and Finance will also be key to this role. You will have ownership of all owned data projects, including Texthelp’s Customer Insight strategy, market, competitor and product research; Voice of Customer insight; and leading on customer communications across the customer lifecycle. We’re seeking someone with demonstrable stakeholder management and communications skills. You will have considerable research experience and be comfortable with qualitative and quantitative data - uncovering insights and influencing others to drive action and implement your recommendations. You will be passionate about representing customer views - developing and managing processes, procedures, innovations and enhancements that increase overall customer satisfaction and directly influence revenue growth.

Location: Antrim, Northern Ireland
Department: Group Marketing
Experience: 3 - 5 years


Main Responsibilities

  • Implement and manage a comprehensive Customer Insight strategy for Texthelp

  • Establish cross-functional relationships at all organisational levels and across different departments/groups to develop a customer survey plan that spans the entire customer lifecycle 

  • Project manage the development of surveys, including design, maintenance, analysis and reporting 

  • Lead on any owned data projects across the organisation eg. surveying core audiences 

  • Facilitate and maintain the distribution of all surveys, leveraging automation and maximising availability of data, both independently and with an agency partner

  • Identify customer insights and key drivers of positive and negative customer experience

  • Prepare reporting and presentations to share insights and recommendations on improving products, service and marketing 

  • Enable a closed feedback loop process by identifying tactical and strategic improvement initiatives; own on-going tracking and refinement of these projects based on subsequent survey results

  • Lead the development of customer advocacy marketing assets and deliverables including content, case studies, videos and speaking engagements

  • Take the lead on all customer communications across the lifecycle for all products, optimising and updating as required 

  • Provide comprehensive competitor, market and product research for Texthelp on a regular basis

  • Project manage the collection of relevant data using appropriate research methodologies

  • Uncover key trends within research data, analyse and interpret your findings to identify opportunities and threats

  • Make actionable recommendations on the back of your research insights and work with relevant stakeholders to drive implementation

  • Create an insight/intelligence system to maximise the availability of research data and findings across the organisation, and enable informed decision making

  • Proactively identify and implement ad-hoc research projects to improve products, services and marketing

Essential criteria: 

  • Bachelor's degree, preferably in marketing, economics, or a research/business related field.

  • 3 - 5 years research experience and familiarity with Voice of Customer program methodologies

  • Experience managing and performing in-depth analysis, including combining survey research with transactional data to identify trends and correlations.

  • 3 years experience working with qualitative and quantitative data 

  • Experience working directly with customers and stakeholders of all levels

  • Track record of uncovering actionable insights, and driving through recommendations to implementation

Desirable skills:

  • Related experience in SaaS B2B or B2C organizations

  • Net Promoter Certification

  • Professional, research-related qualification e.g. MRS

  • Familiarity with database systems 

  • Experience working in Agile Marketing teams

  • Experience working with Data Studio

Personal Attributes: 

  • Customer-first mentality

  • Clear and direct communicator 

  • Good listener with ability to build solid working relationships at all levels 

  • Ability to lead projects independently

  • Ability to anticipate potential issues and provide solutions

  • Excellent attention to detail 

  • Dedication and consistency 

  • Highly collaborative 

  • Logical and organised 

  • Ability to prioritise, multi-task and consistently set and meet deadlines 

If you think you have what we are looking for please email tailored CVs aligned to the requirements to by the closing date of 2:00 PM, Monday 25th January 2021.