Customer Insight Manager
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Permanent
Hatfield (Hybrid working – 3 days in the office)
40 hours
Contract type: Permanent
Location: Hatfield (Hybrid working – 3 days in the office)
Working hours per week: 40 hours
Level: Manager
Application closing date: 15th August
About Us
Our mission is to deliver joy in every shop, through unbeatable choice, unrivaled service, and reassuringly good value.
We’re Ocado Retail, a market-leading, joint venture between Ocado Group and M&S and the world’s largest dedicated online supermarket ocado.com. Not only is Ocado.com the only place to shop a full range of M&S food online, but it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind Zoom by Ocado, our same-day grocery delivery service.
About The Team And The Role
The Customer Insight Manager leads a team of analysts, providing crucial support to CRM, Revenue Management, and Customer Hub teams in achieving their commercial goals.
Customer Analysts are tasked with extracting, manipulating, and analysing data to generate essential management information. This data informs decision-making on key questions faced by the supported teams, including advising on campaign design and implementation, evaluating performance, and suggesting improvements. Additionally, analysts provide insights into customer behaviours and how Ocado can effectively meet their needs.
As Insight Manager, responsibilities also include mentoring and developing the team, formulating strategic questions, managing team workload, and fostering stakeholder relationships.
What You’ll Do
Example projects
- Develop a model that predicts the propensity of a customer to shop organically and with different incentives, and determine personalised next best action
- Personalise our CRM journeys to improve customer experience and retention
- Design the targeting for outbound calling campaigns to reduce customer lapsed rate and measure the ROI
- Segment the Ocado customer base to support the CRM team in building its communications strategy
- Develop a customer profitability model to understand the drivers of profitability and use it to identify opportunities across the whole customer base
- Set up a trial to assess the incremental value of offering customers same-day delivery and provide a recommendation to the CEO on what our same-day delivery service should look like
- Predicting the lifetime value of customers and using this information to acquire better customers, increasing our Marketing ROI
- Lead and develop a team of Insight Analysts, ensuring analytical projects deliver actionable recommendations to the business.
- Be the key analytical contact point for the senior customer leads
- Own and develop the team’s project roadmap. This will involve both shorter-term, quick turnaround questions to help inform tactical decision-making and longer term projects shaping the future of Ocado Retail’s Marketing and Commercial strategy.
- Support senior analysts in managing and mentoring junior members of the team, including quality control of code & recommendations and mentoring with stakeholder management & project scoping.
- Continually develop and improve team processes and ways of working to maximise the value delivered (e.g. project management, QC processes).
- Visualising data and presenting insight concisely with presentations tailored to the technical level of the audience.
- Analyse information beyond our own data sources in order to develop our understanding of customer and retail perception and our performance relative to the wider market.
- Applying statistical techniques such as regression modelling to quantify the impact of variables affecting past campaign performance (and build prediction models for future performance accordingly), as well as applying statistical tests to validate the robustness of recommendations.
- Work with the wider team of Insight Managers to develop and run a programme of internal analyst training sessions, covering both technical and softer skills
Essential:
- Stakeholder engagement and management experience
- Strong experience as an analyst
- Experience in presenting analytics-driven output to wide-ranging audiences
- Proven experience of data mining using SQL
- Ability to drive projects forward and deliver to plan
- The ability to communicate and influence at all levels
- Excellent Excel skills
- Numerate or Technical Degree (2:1 and above)
- Mathematics A Level (or equivalent) Grade A or above
- Experience in a retail, e-commerce or FMCG consumer-facing business
- Experience with data visualisation software such as Tableau
- Familiarity with Google’s wider data ecosystem (e.g. Google Cloud Storage, AutoML)
- Experience of R or Python
- Proven experience in conducting statistical thinking
By joining Ocado Retail you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail.
If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:
Health & Wellbeing: Private medical insurance with the option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.
Spend & Save: Annual bonus scheme split between personal and business objectives, recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast every day in the office, electric vehicle leasing scheme and free shuttle bus from Hatfield station to the office.
Never miss the moments that matter: Blended/Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy an extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.
Our Hiring Process
Lucky for us, we get loads of great applications and we really appreciate that so many people put the time and effort in to apply. To recognise that, we treat all applications respectfully and fairly. So, if yours stands out, you’ll follow our standard hiring process – one of our Talent Partners will talk you through this in an initial call.
Everyone’s welcome
We’re an equal opportunities employer. That means that we make sure all potential colleagues are treated fairly and equally. If you require reasonable adjustments during the recruitment process, please let us know on the application form.
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
Marketing and SalesIndustries
Retail
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#J-18808-Ljbffr- Location:
- Hatfield, England, United Kingdom
- Salary:
- £60,000 - £80,000
- Job Type:
- FullTime
- Category:
- Management & Operations
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