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For Companies At a Glance
- Tasks: Lead customer insights initiatives to boost satisfaction and retention.
- Company: Join Bidvest Noonan, a leader in customer value and engagement.
- Benefits: Enjoy flexible working options and opportunities for professional growth.
- Why this job: Make a real impact on customer relationships and drive business success.
- Qualifications: Strong communication and analytical skills; experience in customer service is a plus.
- Other info: This is a new role, offering a chance to shape the future of customer insights.
The predicted salary is between 43200 - 72000 £ per year.
Job Description
The Customer Insights Director is role within the Customer Value team, designed to gather customer insights and work with colleagues in presenting these insights towards customer retention and growth.
Key Objectives
The role of the Bidvest Noonan Customer Insights Director is to proactively increase our customer satisfaction and improve our customer retention by ensuring we collect and respond to information regarding customers. By anticipating and meeting our client needs we improve loyalty, retention, and our ability to have clients as advocates of our business. Strategies will include direct face-to-face customer engagement, sentiment surveys, desktop research, data collection and wider stakeholder engagement which will provide the platform to generate objective reporting on the health of our key relationships, identifying gaps and suggested remedies.
The goal is to safeguard our current book of clients & provide a platform for long term relationships and future growth.
Key Responsibilities
- Plan – Participate in an engagement roadmap for the top customer accounts and work with other Customer Value colleagues to identify improvement areas.
- Customer Segmentation – Split customers and audiences into meaningful groups, prioritising decision makers & influencers. We need to understand hierarchy on the client side.
- “The Voice of our Customer” – Develop a strategy to extract the relative information that allows us to confirm the health of the current relationship. A template of Leading Questions (or similar) should be developed.
- Client Meetings – Schedule regular client meetings to maximise engagement & information collection, ensuring we understand customer objectives and pain points.
- Data – Review and extract insights from all data collected.
- Customer Journeys – Map the high impact customer journeys (B2C and B2B) and advise on improvement areas.
- Recommendations – Collate information (quantitative & qualitative) to generate report & recommendations to CEO.
- Retenders – Prioritise those key strategic accounts where it is known that a retender process is imminent.
- Difficult Relationships – Prioritise those accounts where there is a known difficulty in our relationship with the client or organisation.
- Positive Feedback & Good News – Highlight positive feedback & areas of excellence. Share best practice & high performance.
- Board Reports – Generate concise report to be used in Board Packs at business unit & group level.
- Group Meetings – Present findings and recommendations at business unit & executive level meetings.
Medium – Longer Term Goals
- Digital – Recommend requirements for digitising the Customer Relationship strategy.
- Customer Relationship Dashboard – Develop a Customer Dashboard that will assist leadership with deeper customer engagement and improved retention.
Key Attributes
- Good Communication Skills / Good Analytical Skills / Concise Reporting / Good Industry / Customer Service Background/Team management
Performance Measurements
- Retention Rates
- NPS score trends
- CEO / Executive feedback
- Capturing & recording the Voice of the Customer
- Improvement of customer journeys
- Quality of analysis, recommendations & reporting
Excluded from brief
- General operations & issue resolution
- General retention activity
Note – as this is a new role within the business, the MD, Customer Value reserves the right to amend the brief to match the requirements of the business.
Customer Insights Director employer: Bidvest Noonan
Contact Detail:
Bidvest Noonan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insights Director
✨Tip Number 1
Familiarise yourself with the latest trends in customer insights and analytics. Understanding current methodologies will not only help you in interviews but also demonstrate your commitment to staying ahead in the field.
✨Tip Number 2
Network with professionals in the customer insights space. Attend industry events or webinars where you can meet potential colleagues and learn about their experiences, which could give you an edge in understanding the company culture.
✨Tip Number 3
Prepare to discuss specific strategies for improving customer retention and satisfaction. Think of examples from your past experience where you've successfully implemented similar strategies, as this will showcase your practical knowledge.
✨Tip Number 4
Be ready to present your ideas on how to develop a Customer Relationship Dashboard. This is a key aspect of the role, so having a clear vision of what features it should include and how it can enhance customer engagement will impress the hiring team.
We think you need these skills to ace Customer Insights Director
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer insights, data analysis, and relationship management. Use specific examples that demonstrate your ability to improve customer satisfaction and retention.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer insights and how your skills align with the role. Mention your understanding of customer segmentation and engagement strategies, and how you can contribute to the company's goals.
Showcase Analytical Skills: Provide examples of how you've used data to drive decisions in previous roles. Highlight any experience with sentiment surveys or customer journey mapping, as these are key aspects of the position.
Prepare for Interviews: If invited for an interview, be ready to discuss your approach to gathering customer insights and improving relationships. Prepare to share specific strategies you've implemented in the past and how they led to positive outcomes.
How to prepare for a job interview at Bidvest Noonan
✨Understand the Role
Make sure you have a clear understanding of what the Customer Insights Director role entails. Familiarise yourself with customer engagement strategies, data analysis, and reporting techniques that are crucial for this position.
✨Prepare Relevant Examples
Think of specific instances from your past experience where you've successfully gathered customer insights or improved customer retention. Be ready to discuss these examples in detail during the interview.
✨Showcase Your Analytical Skills
Since the role requires strong analytical skills, be prepared to demonstrate how you approach data collection and analysis. You might be asked to interpret data or suggest improvements based on hypothetical scenarios.
✨Engage with Questions
Prepare thoughtful questions to ask the interviewers about their current customer engagement strategies and challenges. This shows your interest in the role and helps you understand their expectations better.