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- Tasks: Lead customer insights initiatives to boost satisfaction and retention through data-driven strategies.
- Company: Join a forward-thinking team at Bidvest Noonan focused on customer value.
- Benefits: Competitive salary, opportunities for growth, and a dynamic work environment.
- Why this job: Make a real impact by enhancing customer relationships and driving business success.
- Qualifications: Strong communication, analytical skills, and a background in customer service.
- Other info: This is a new role with potential for significant influence and career development.
The predicted salary is between 36000 - 60000 £ per year.
Customer Insights DirectorDirect message the job poster from Bidvest Noonan
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.
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.
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 feedbackExcluded 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.
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Customer Insights & Engagement Director employer: Bidvest Noonan
Contact Detail:
Bidvest Noonan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insights & Engagement Director
✨Tip Number 1
Get to know the company inside out! Research their values, recent projects, and customer engagement strategies. This will help you tailor your conversations and show that you're genuinely interested in how you can contribute.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and insights into the company culture. This can give you a leg up during interviews and help you make valuable connections.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your skills align with the role of Customer Insights & Engagement Director. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your achievements.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Insights & Engagement Director
Some tips for your application 🫡
Know Your Audience: Before you start writing, take a moment to understand who you're addressing. Tailor your application to reflect the values and goals of the Customer Insights team. Show us that you get what we're about!
Be Clear and Concise: We love a good story, but keep it relevant! Make sure your application is straightforward and to the point. Highlight your key experiences and skills that align with the role without waffling on.
Showcase Your Analytical Skills: Since this role is all about insights and data, make sure to highlight your analytical prowess. Share examples of how you've used data to drive decisions or improve customer experiences in the past.
Apply Through Our Website: We want to hear from you! Make sure to submit your application through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and get back to you quickly.
How to prepare for a job interview at Bidvest Noonan
✨Know Your Customers
Before the interview, dive deep into understanding the customer base of the company. Familiarise yourself with their demographics, preferences, and pain points. This will help you demonstrate your ability to gather insights and engage effectively with clients.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data to drive customer engagement and retention in previous roles. Be ready to discuss specific metrics or reports you've generated that led to actionable insights. This will highlight your analytical prowess and relevance to the role.
✨Engagement Strategies Matter
Think about innovative ways to engage customers and gather feedback. Bring ideas for sentiment surveys or client meeting strategies that could enhance customer relationships. This shows you're proactive and ready to contribute from day one.
✨Communicate Clearly and Concisely
Practice summarising complex information into clear, concise reports. During the interview, focus on articulating your thoughts clearly, especially when discussing your past experiences. Good communication is key in this role, so make sure it shines through.
