Senior Insights Manager – Job Description

Title: Senior Insights Manager
Reports to: Client Service Director
Department: Client Service
Location: Frenchs Forest / Hybrid

Why you’re here (your key outcomes)

• To drive client satisfaction by delivering high quality outputs that identify critical insights and opportunities for growth
within categories and retailers.
• To help maximise the value clients take from Shopper Intelligence by adapting and responding to their business needs.
• To develop client relationships and total customer value through excellent management, servicing and delivery.

How you spend your time (your key results areas / deliverables)

• Client management and delivery (40%)
• Analysis, reporting and insight generation (30%)
• Program / project management (25%)
• Resolving client queries (5%)

How you add value (your main responsibilities)

Client management and delivery
• Manage client relationships from a delivery perspective for a specific group of customers
• Understand client’s individual business needs and create delivery plans to meet those needs
• Collect and shape briefs with clients, agreeing appropriate outputs with stakeholders
• Lead delivery sessions, workshops, and presentations, bringing CSD and / or CSE in to support as needed
• Gather feedback from clients to track value / quality perceptions, work with CSD to identify / respond to improvement opportunities
• Support CSD in driving Shopper Intelligence’s “best agency partner” charter throughout the business
• Work with CSD to identify commercial opportunities and maximise growth and retention levels for a specific group of customers.

Analysis, reporting and insight generation
• Interpret, analyse, and manipulate standard reports to identify insights and commercial opportunities for clients
• Ensure quality / accuracy of deliverables for your clients, as well as appropriate level of insight / depth for the intended audience
• Work with Ops / CSE / European team to ensure data / analysis issues are resolved and communicated to clients in a timely manner
• Identify opportunities to develop / evolve reporting and work with CS and Ops to manage changes through to clients
• Proactively ensure that new analysis models and innovations are being shared with your clients
• Use others (e.g., CSE / European team) appropriately and effectively to support you in achieving these objectives.
Program / project management
• Act as project lead for one or more key business initiatives, defining and tracking overall project path and milestones
• Collaborate with others to agree objectives and organise resources effectively to achieve desired outcomes
• Proactively identify challenges / opportunities and engage stakeholders (internal / external) to ensure impact.
Resolving client queries
• Ensure prompt and proactive query resolution for a specific group of customers
• Delegate appropriately and effectively to CSE to support with queries
• Work with CSE to identify and implement process improvements that will increase efficiency and / or client satisfaction

How success is measured (your performance measurements)
• Customer feedback / satisfaction scores
• Delivery of outputs to agreed timescales
• Quality / accuracy of client deliverables
• Client retention
• Delivery of programs / projects
• Generation and implementation of new ideas

What you bring to the table (your skills, competencies, and behaviours)

• Strong qualitative and quantitative research / analysis experience
• Experience in research, category management or marketing gained within an agency or FMCG
• Excellent client relationship management
• Analysis and synthesis of ideas and information to create coherent and relevant business implications
• High level of project and stakeholder management capability
• Advanced MS Office Suite skills

• Communication:
    o Communicate openly and consistently with stakeholders
    o Adapt style according to the needs of your audience
    o Give and receive feedback openly.
• Drive for results:
    o Focus on the needs of your customer
    o Strive to meet goals and targets.
• Planning:
    o Plan and structure work effectively
    o Schedule work activities appropriately over the short to medium term
    o Establish priorities and account for potential challenges.
• Problem solving:
    o Able to gather and assess relevant information
    o Propose alternatives and consider consequences in a logical sequence.
• Quality focus:
    o Show keen attention to detail
    o Take responsibility for the quality of your work
    o Conscientiously address errors when found.
• Relationship building
    o Establish, maintain and develop effective relationships
    o Develop rapport using appropriate interpersonal styles
    o Demonstrate understanding and empathy.

• Demonstrate the Shopper Intelligence values:
    o Excellence: Always deliver what we promise
    o Empowerment: Work smarter not harder
    o Playing to our strengths: Respect and recognise each other
    o Teamwork: Make life easy for yourself and those around you.

• Degree in business, marketing or closely related field, or relevant industry experience.