Customer Insight Manager

Customer Insight Manager
  • Eastleigh, Hampshire
  • Open to Job Share, Full Time or Part Time - Permanent
  • From £50,000 per year
Apply now
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About the role

Customer Insight Manager

Permanent

From £50,000 + Bonus + Pension + BUPA + ShareSave + 6.6 weeks holiday + Hybrid Working

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Customer Insight Manager and you’ll be a big part of this.

Key responsibilities

To help the business make better, more customer-focussed decisions which drive customer value by delivering compelling and actionable customer insights. Partnering with B&Q’s Marketing and Strategy functions, providing insights which support campaign development, measurement, marketing effectiveness and which ensure strategic initiatives are customer centric.

Key Accountabilities / Responsibilities:

  • Partner with B&Q Marketing and Strategy teams to identify opportunities for insight intervention, designing and delivering compelling, evidence led, stories.
  • Support stakeholders in their use of insight, acting as custodian of insight interpretation and ensuring customer is at the heart of planning and decision-making.
  • Manage and develop multiple brand health tracking programmes ensuring measurement and interpretation of key performance indicators for Brand.
  • Develop and execute programme of comms testing and Marketing effectiveness evaluation to improve and evaluate Marketing ROI and performance.
  • Support development of marketing campaigns
  • Identify and track consumer trends to facilitate long-term strategic planning.
  • Manage ad hoc insight projects (strategic and tactical) which help answer key business questions by confidently gathering, analysing, and interpreting first and third-party data, which may include commissioning of researc projects.
  • Keep abreast of consumer trends to anticipate future customer needs and integrate accordingly into deliverables and recommendations.
  • Translate key insights into a coherent and compelling narrative. Identify opportunities for improvement and make sound recommendations that clearly and simply communicates findings and inspires action.
  • Manage suppliers through procurement and onboarding with an understanding of GDPR obligations.
  • Build and nurture positive supplier relationships

Required skills & experience

Required Skills & Experience:

  • Experience of working and making decisions in a fast-paced environment.
  • Proven experience of designing and executing mixed methodology research.
  • Application of analytical techniques to answer business questions.
  • Experience managing continuous tracking research programmes.
  • Knowledge of comms testing and evaluation of marketing effectiveness to improve Marketing ROI and performance.
  • Ability to synthesise, evaluate and analyse data to produce actionable insight.
  • Ability to contextualise insight and recommendations via understanding of market, consumer context and business/customer drivers and dynamics.
  • Innate passion and curiosity for understanding and investigating customer behaviour and how this can improve business performance.
  • Effective workload prioritisation and planning.
  • Experienced storyteller to drive engagement and action.
  • Excellent interpersonal and influencing skills across functions and at all levels

Career progression

What's in it for me?

As part of a great team, you’ll be valued for who you are.We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.

We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!

So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.

We want to ensure that all employees, future employees and applicants to all Kingfisher companies are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation. 

If you require any additional support or adjustments to help you make an application, please contact us at recruitment@b-and-q.co.uk. 

Rewards &
benefits

Discount card

The one we all love! Get 20% discount on your purchases at B&Q in-store and online, after you've been with us for 3 months.

Share schemes

Share in the success you help create. With our shareplans, from just £5 per month, you can build up a savings pot, or use what you save to be a Kingfisher share holder.

Life assurance

If the worst should happen, Life Assurance ensures those close to you have some protection.

Employee assistance programme

We offer free and confidential support and counselling to help you through matters such as wellbeing, divorce, legal, and financial management.

Salary/Bonus

We offer competitive salaries for all roles, and benchmark them, to ensure that we’re getting it right. And, as we value the contribution of all our colleagues equally, whether they are 17 or 70, our rates of pay for each job is the same.

Pension

You’ll have access to the award-winning Kingfisher Pension Scheme, and we’ll put money in alongside your savings too.

Medical

We have a number of medical benefits available depending on your role to help you and your family look after yourselves.

Leave

All work and no play is no fun! So, you can enjoy 6.6 weeks' leave, plus we'll reward you with additional leave and cash rewards to celebrate long service anniversaries and milestone years.

Flexible working

The chance to achieve more balance between work and your other commitments. 

Shopping discounts

Take advantage of fantastic discounts on loads of products and services, just for being a B&Q colleague! 

Gym discounts

We have a network of over 3,300 health clubs offering discounts to colleagues and their partners of up to 25% on self-paid gym memberships.

Eye care

If you use a computer regularly for work, then we pay for your eye test every two years. If you do require glasses, then you’ll also get £49/€69 towards single focal lenses and frames too.

Cycling to work scheme

Whether you are thinking green, trying to get fit or saving money, our cycle to work scheme helps colleagues spread the cost and save money on any bike and safety equipment through salary sacrifice.

Long service

Just like most families, we like to celebrate anniversaries and milestone years. For every 10 years up to 40 years’ service we give extra annual leave and a cash payment.

Training &
development

Learn & Develop at B&Q

When you join B&Q, we want you to be all you can be. From the minute you walk through our doors to the exciting moment you make that next career move, we're here to help you make the most of every opportunity. Thanks to our friendly learning system, Mylo, we make sure you always have the support you need to take on every challenge and fit your learning around your life. Here, we know that the best way to grow is together. 

Flexible learning with Mylo

Mylo is your every day, on the go learning and development partner. Helping you build the knowledge you need now and in the future. With Mylo, you can access training and content, anywhere, anytime and on any device. You can even influence the type of training on offer by rating and recommending content, and letting us know what we can do to improve. Award-winning and featuring over 150 different learning activities - like short videos, articles, workshops and webinars - think of Mylo as your 24/7 training pal, designed to help you make the most of your B&Q career journey.

Developing in role

Learning never stops at B&Q. Whether you've been in your role for one day or five years, there's always something to be curious about. It's why we're always creating learning opportunities and experiences that'll give you the chance to develop your skills. Like our First Line Manager programme: a course that helps our newest line managers build their confidence and management skills. Or our Leadership Development programme that challenges our more experienced leaders to reflect on and adapt their approach for our ever-evolving ways of working.

Building expertise and know-how

We believe anyone can learn the technical skills to do their job with excellence. It's all about attitude and behaviour here. So, if you're passionate about customer service and design, we'll teach you how to create beautiful kitchens. If you're someone who loves being outdoors, we'll help you learn about our garden ranges. And, if you're someone who just loves what we do but doesn't know where to start, we'll help you find the perfect role for you to grow into. 

Accelerated Development Talent Programmes

Whatever goal you're working to at B&Q, we want to help you get there. We do this by designing a number of programmes which help you to practice your skills and learn new ones, gain valuable experiences, learn from others and jump on opportunities that are right for you. From leaders taking their first steps into management to those simply looking for a new challenge, we're there to make sure you achieve your ambitions.

Induction

At B&Q, we want every new colleague to understand our values, our customers, and how we work together to achieve our purpose. That’s why we’ve designed an induction programme that’ll give you real insight into our business, our culture and help you feel included from day one. For your first few weeks on the job you’ll work with your team and line manager, mixing online learning with practical tasks, to grow your knowledge a little every day.

 

A day in the life

Take a tour
around our
office

Our Store Support Office sits within B&Q House and supports our colleagues and stores right across the UK and Ireland. In our bespoke, modern and eco-friendly building just north of Southampton, you’ll find a friendly team of talented people in a huge range of roles.

Explore our
store support office

Facilities

In B&Q house, you’ll enjoy an onsite gym, a subsidised Costa, a canteen and restaurant, prayer room, plus open plan and cosy work spaces, an outdoor picnic area, and bike sheds for those who cycle in.

Sustainability

B&Q House has a biomass boiler, solar panels and a rainwater harvesting system. Our building also makes use of upcycled and recycled furniture and fittings, and features natural ventilation, heat retention and CO2 management, all via our very own weather station on the roof.

Why
choose us?

Why Customer Service at B&Q?

Our B&Q Customer Advisors are the friendly faces of our business. They're the ones who work across our stores to provide advice and assistance to each and every customer looking to make their big ideas into a much loved reality.

Why B&Q

Ready to apply?

Step 1:

Apply via bandqcareers.com

Step 2:

We'll contact you for a phone interview

Step 3:

We’ll carry out a face to face or online interview (and we may request a 2nd interview if the role you're applying for is more complex).

Step 4:

We’ll contact you with feedback, and maybe even a job offer.

Check out our FAQs for more information about interviewing at B&Q.

Customer Insight Manager

  • Eastleigh, Hampshire
  • Open to Job Share, Full Time or Part Time - Permanent
  • From £50,000 per year
Apply now