At a Glance
- Tasks: Lead customer insights to boost satisfaction and retention through innovative strategies.
- Company: Join Bidvest Noonan, a forward-thinking company focused on customer value.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Be part of a dynamic team with the chance to shape a new role.
- 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.
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 and 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 and 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 and 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 and qualitative) to generate report and 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 and areas of excellence. Share best practice and high performance.
- Board Reports – Generate concise report to be used in Board Packs at business unit and group level.
- Group Meetings – Present findings and recommendations at business unit and 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 feedback
Excluded from brief: General operations and 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 & Engagement Director in England employer: Bidvest Noonan
Bidvest Noonan is an excellent employer that prioritises the well-being and growth of its employees. With a strong focus on training and career progression, our CET Cleaning Technician role at the prestigious Selby site offers a supportive work culture, competitive benefits including a pension plan and paid holidays, and the chance to make a meaningful impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insights & Engagement Director in England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bidvest Noonan. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bidvest Noonan before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Insights & Engagement Director in England
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bidvest Noonan:Your cover letter is your chance to shine! Tell us why you want to work at Bidvest Noonan specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bidvest Noonan!
How to prepare for a job interview at Bidvest Noonan
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
