Job Description

Job Title

Senior Customer Intelligence Team (CIT) Manager – Best Practice & Support

Reports to

Head of Customer Intelligence

Location/work pattern

Hybrid working. Must travel to Manchester at least once a month. Ideally North-West based but experience/skill more important.

Salary

£50-60k

What we do

Vypr is a Manchester HQ’d Private Equity/Venture Capital backed SaaS business. Our market-leading product intelligence platform provides reliable consumer data to help manufacturers and retailers understand what their customers want to see on shelves. This helps reduce the time and cost spent developing new products, which makes for better products, faster.

We’re a scale-up business with huge growth ambitions. We’ve proved product market fit with our existing offering and now we’re ready to scale at pace. We’re using scalable new technology to reimagine our product intelligence platform with limitless future potential, from personalisation to AI enhanced insight.

Things that you will do

As Vypr’s Senior Customer Intelligence Team (CIT) Manager – Best Practice & Support, you will play a pivotal role in driving excellence in product intelligence and ensuring our proposition consistently meets and exceeds our customers’ needs. Your leadership will underpin Vypr’s perception as a provider of exceptional insight and deep expertise.

We are a dynamic, fast-paced organisation. To thrive in this role, you must excel at prioritisation—balancing strategic initiatives with the operational tasks of your team, whilst seeking to maximise recurring revenue from customers and deliver top customer service.

The Customer Intelligence Team at Vypr serves as a central hub for expertise, insight, and best practice. This team delivers managed services including advanced and bespoke research and analysis, as well as ongoing support and guidance on leveraging Vypr’s product intelligence platform. Your day-to-day responsibilities will span strategic planning, team leadership, and hands-on delivery for best practice training and guidance as well as customer support (including helpdesk). This is a varied, highly visible role — running customer workshops, internal training sessions, developing best practice materials, educating & supporting colleagues and more.

About You

To succeed in this role, you’ll bring:

• A strong background in FMCG, Retail, or Food & Drink sectors, with a sound understanding of the stage & gate/NPD process
• An insight specialist, with extensive experience in both qualitative and quantitative research methodologies
• Proven line management and team leadership skills
• Excellent communication and workshop facilitation abilities
• A passion for delivering high-quality customer support services and insight training, with a solid background of training experience to draw upon
• Confidence working in a client-facing environment as well internal collaboration
• You will be able to work at pace, whilst ensuring smooth and consistent processes maintain our customer SLAs.
• A strong commercial awareness, holding you and your team to account for the clear link between driving best practice and the success of Vypr’s platform and services

What you will be responsible for

The Customer Intelligence Team sits at the heart of Vypr’s insight offering, acting as the centre of methodological and analytical expertise. As the Senior CIT Manager for Best Practice & Support you will be responsible for driving consistent quality of insight delivery with appropriate methodology and use of our self-serve platform. This role demands expertise across quantitative and qualitative research, along with significant experience in the FMCG, Retail, or Food & Drink sectors.

Key Responsibilities:

• Lead the Best Practice & Support function within the CIT, setting clear goals, standards, and KPIs for excellence in client servicing
• This includes ensuring the highest levels of operational execution, maintaining Vypr’s reputation for excellence (as reflected in our industry-leading NPS of +75)
• Design and implement scalable customer support and training solutions across sectors & markets
• Deliver insight-focussed training to clients and internal teams, including the development of engaging materials and toolkits
• Facilitate workshops encouraging platform adoption, highlighting Vyprs’ value-add
• Provide guidance and oversight for research requests, ensuring high-quality outputs grounded in robust methodologies & approach
• Serve as a credible partner to both clients and internal teams, building trusted relationships based on industry expertise and actionable insight
• Mentor and manage your insight team, supporting their development and performance

What’s important to you

As per Vypr’s values, you will need to be:

Agile – Effectively manage the team and be abreast of all Research Team workstreams. Flexing the strategy when required to maximise the commercial and reputation output.

Candid – Offer considered feedback (with care) to the team, as a means to grow and upskill. Insist on high standards for our team and customers.

Driven – Manage workloads, internal teams and customer expectations effectively. Have a positive and motivation attitude, actively findings ways to encourage others to improve ways of working and output.

Caring – Be a supporting and caring leader of the Research Team and the wider business