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- Tasks: Lead customer insights initiatives to boost satisfaction and retention through data-driven strategies.
- Company: Join Bidvest Noonan, a forward-thinking company focused on customer value.
- Benefits: Competitive salary, career growth opportunities, 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: Be part of a new role with the potential for significant influence and change.
The predicted salary is between 36000 - 60000 £ per year.
The Customer Insights Director is a 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.
- Good Communication Skills
- Good Analytical Skills
- Concise Reporting
- Good Industry / Customer Service Background
- Team management
- Retention Rates
- NPS score trends
- CEO / Executive feedback
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 & 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 Bidvest Noonan's values, recent projects, and customer engagement strategies. This will help you tailor your conversations and show that you're genuinely interested in their mission.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the role. Plus, it could give you some insider info that’ll set you apart!
✨Tip Number 3
Prepare for those interviews by practising common questions related to customer insights and engagement. Think about how you can demonstrate your analytical skills and communication prowess through real-life examples.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Customer Insights & Engagement Director
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer insights and engagement. We want to see how your skills align with the role, so don’t hold back on showcasing relevant achievements!
Showcase Your Analytical Skills: Since this role involves a lot of data analysis, be sure to mention any tools or methodologies you’ve used to gather and interpret customer insights. We love seeing candidates who can turn data into actionable strategies!
Communicate Clearly: Good communication is key for this position. Use clear and concise language in your application to demonstrate your ability to convey complex ideas simply. Remember, we’re looking for someone who can present findings effectively!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at Bidvest Noonan
✨Know Your Customer Insights
Before the interview, dive deep into understanding customer insights and engagement strategies. Familiarise yourself with the latest trends in customer satisfaction and retention. This will not only show your passion for the role but also demonstrate that you can bring valuable knowledge to the table.
✨Prepare Your Questions
Think about the key responsibilities mentioned in the job description and prepare insightful questions. For instance, ask about their current customer engagement strategies or how they measure customer satisfaction. This shows that you're proactive and genuinely interested in improving their processes.
✨Showcase Your Analytical Skills
Be ready to discuss your analytical skills and how you've used data to drive customer engagement in the past. Prepare examples of how you've mapped customer journeys or segmented audiences effectively. This will highlight your ability to turn insights into actionable strategies.
✨Practice Concise Reporting
Since concise reporting is a key attribute for this role, practice summarising your past experiences and achievements in a clear and succinct manner. You might even want to prepare a mock report based on hypothetical customer data to showcase your reporting skills during the interview.
