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Customer Insight Manager (Voice of the Customer) in Chester House, Epsom Ave, Handforth, Cheadle, Greater Manchester, SK9 3DF

The Groom Room at Pets at Home is looking for Apprentice Groomers to join our quickly expending Groom Room business.

Job description

Customer Insight Manager (Voice of the Customer)
Full-time, £45,000 - £55,000 per year

Ref: 3379

Salary: £45,000 - £55,000 per year

Hours: Full-time

Contracted Hours: 39

Contract Type: Permanent

Location: Chester House, Epsom Ave, Handforth, Cheadle, Greater Manchester, SK9 3DF


Customer Insight Manager (Voice of the Customer)

Handforth & Home


About the role

As champion of our customer voice, the Customer Insight Manager plays a really important role in informing our decision making as a business. To become the best pet care business in the world, our pets and their owners come first, and this role ensures we keep the pulse of our customer sentiment running through all that we do.


From a research perspective, this position will be responsible for assessing needs, recommending, developing and supporting best in class market research methodology. Scoping out new insight projects in conjunction with our 3rd party customer panel provider, reviewing the collected data, drawing insights, designing reports and makes business-oriented recommendations.

This role will also capture and evaluate customer feedback from a range of sources, drawing upon analytical skills to interpret data and play it back across a diverse set of stakeholders in a really clear and simple way.


Responsibilities will include (but not limited to):


  • Assess the needs of individual stakeholders and projects across the Pet Care business in order to prioritise workflow and advice on the best research methodology.
  • Manage all workflow through our customer panel including scoping and briefing new insight projects in conjunction with our 3rd party provider.
  • Chair weekly calls with the 3rd party customer panel provider.
  • Manage ongoing deep dives alongside the need to response to ad hoc requests
  • Consolidate insight from a multitude of sources in order to produce a weekly and periodic customer voice dashboard which will be shared with retail and vet execs.
  • Arrange, manage and chair the monthly customer forum meeting which brings together insight from across the business.
  • Consolidate the insight and actions in order to produce of a report for the monthly meeting.
  • Responsible for the launch of the customer segments across the business.
  • Liaise with our data analytics team and third-party agencies to support the development and ongoing maintenance of the segments.


About your experience            

With a proven track record in customer insight and voice of customer programmes, your combination of analytical, research and business partnering skills will mean you thrive from day one within this role.

Experience of managing complex programmes of work across cross functional teams and senior stakeholders are required, in addition to experience across a broad range of product, brand, advertising and customer satisfaction research methodologies.

It is really important that you are confident with analysing and manipulating data via Excel, and you are able to interpret and communicate this data in a user-friendly way. You may find yourself presenting to senior stakeholders but will be equally comfortable rolling your sleeves up and diving into the detail.

It’s likely you’ll be a curious analytical thinker, with a keen desire to really own and shape customer insights and customer voice across a large organisation – one where your work matters, and you can truly make a difference.

If this sounds like you, we’d love to hear from you.


About the Pets at Home Group


At Pets at Home we have an ambitious plan, to become “The Best Pet Care Business in the world” and a key part of delivering this in sustainable way will be our most cherished assets: our People and our Culture. We are a business built on strong values and behaviours which guide everything we do. These are our foundations which will help us to deliver our better world pledge to create a better world for pets and the people who love them.


The Pets at Home Group includes over 450 stores, over 310 Groom Rooms and 440 First Opinion Vet Practices. It’s fast-paced, innovative, fun and we put people at the very heart of everything we do. We are committed to developing a culture of inclusivity where everyone is able to come to work and be themselves, a culture which welcomes everyone irrespective of what makes us all unique.


Organisation: Pets at Home

Date Posted: 12-08-2021

Expiry Date: 10-08-2031

Extra information

Chester House, Epsom Ave, Handforth, Cheadle, Greater Manchester, SK9 3DF
Type of Contract
Graduate Jobs
Profession Sub-category
Customer Service
Full UK/EU driving license preferred
Car Preferred
Must be eligible to work in the EU
Cover Letter Required

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