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Global Reporting & Insights Manager, Customer StrategyLocation: Central London Working set up: Hybrid, 2 days in office a week Salary: £50,000 to £60,000 (experience dependent)
You’ll be joining the Global Customer Strategy function of a luxury retail brand and be responsible for taking control of their reporting capability linked to both their global CRM initiatives and CIX programmes. It’s a programme of work designed to provide actionable intelligence to regional teams on what’s going on at a consumer level around key performance metrics and indicators across their business and all channels.
Whether it’s around the performance of certain marketing activities. Or looking at the health of the consumer CRM database, and how marketing initiatives are impacting on opt in and out rates at both country, region and global levels. Or even identifying best practices happening at a country level, sharing those into other regions as to help raise the game of the company as a whole. Your role will have a big, strategic impact on initiatives through the provision of actionable insights and commercial recommendations off the back of what the data is telling you.
You will have the support of a Global Agency partner who will be pulling the data for you, providing a lot of the reports for you to dig into. The work you’ll be carrying out sits at this more strategic level, identifying the key narrative and insights from the data. Extrapolating the key take aways and translating them into something meaningful for the relevant audience you’ll be delivering them to.
Internal stakeholders can be channel performance teams, CRM functions, sales teams, customer experience or even up to and including the Global CEO and respective Board members. Your work will have an impact across the whole organisation.
Which means the ability to translate and adapt message for the target audience is critical. So they’re able to understand not just the ‘what is’ from the report itself. But also the ‘so what’, ‘why’ and set of recommendations you’re making based off the data, along with projected outcomes and commercial results which can be expected.
Alongside this, you will be responsible for defining best practice when it comes to global consistency of customer data initiatives and reporting capabilities. Ensuring data is captured, trackable and usable, so can be translated into effective measurement and reporting capabilities.
You will be surrounded by an insights and data science community within the business, pulling from them with any more advanced analytics resource support requirements.
ABOUT THE TEAM
The team you will be joining is the company’s global customer experience and CRM function. It’s a team of around 7-8 people, who are responsible for devising global strategy and best practice across both these discipline areas, and for all channels. So whilst the team is relatively small, the impact of their work is far-reaching and holds considerable influence on the company’s bottom line results each year.
The role you’ll be taking on is new to the organisation, come about through growth in the sophistication of what they’re doing in customer experience measurement, and investment in data science capabilities as well as a new CDP implementation.
As such, you will have a journey of development ahead of you as you explore the growth of your remit and the impact it can have across the organisation. They’re a massive brand and a very complex organisation, so you’re going to find it takes time to establish yourself, work out who all your stakeholders are and how you can become best placed to deliver to the needs of everyone across such an expansive operation.
EXPERIENCE NEEDED
- Highly effective at drawing meaningful insights and turning them into actionable recommendations, which you’ve also been responsible for championing within the business
- Have experience working in a large-scale, complex data environment, analysing B2C consumer data
- Good understanding of how to define ‘great’ in a reporting capability for a business
- Commercially sound thinking – i.e. you have a good appreciation and understanding of the mechanics within a business, and if you’re recommending certain changes be made, what impacts they could have and why.
- Confident presentation skills and good with translating complex data related findings, distilling them into business speak commercial and marketing stakeholders understand
- Technical proficiency with Excel, good knowledge of a visualisation tool like Tableau
- Gregarious and outgoing nature. Highly collaborative with great communication skills
Want to Apply? Here’s how:
You can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward.
Or, for a chat and more information please contact me on:
Colin DoreeHead of Recruitment, Marketing, Digital & DataBlue Pelican
