Who we are:
At EU Automation, we connect manufacturers with a global supply of automation parts, ensuring they can avoid costly downtime. No matter where in the world, we are committed to helping businesses save millions in lost revenue and making manufacturing possible.
The Opportunity:
Are you passionate about customer experience? Can you bring experience and skills as a Customer Insights Manager? If so, we have a great opportunity for you to work directly with our Managing Director and build and shape this role.
This is a great opportunity to build our customer insight, you will take ownership of the end-to-end customer journey, from gathering and analysing customer evidence through to influencing organisational priorities, driving improvement and measuring effectiveness. You will develop an independent, evidence-led view of customer needs, expectations and experience to ensure customer insights inform strategic and operational decision-making.
You will build relationships with customers across our European, the Americas and Asia-Pacific markets, establishing why customers choose us, why they stay with us or perhaps leave, as well as what they value and what can frustrate them. Your findings will directly shape our customer value proposition.
Responsibilities include:
Customer Journey & Experience
- Build and lead our global Voice of Customer programme.
- Identify and analyse key customer journeys and touchpoints to understand moments that matter, friction points, unmet needs and opportunities to improve the customer experience.
- Develop a clear understanding of how customer expectations and experiences differ across customer segments, account types and regions.
Insight, Data & Commercial Analysis
- Combine customer feedback, research, surveys and commercial data (including CSAT and NPS) to identify trends and the key drivers of customer choice, retention, growth and attrition.
- Conduct structured interviews with a representative range of customers across different regions, roles and account types.
- Analyse insight by region, customer segment, account size and other relevant areas.
- Monitor relevant customer, market and competitor trends to understand how expectations are changing and identify emerging customer risks and opportunities.
Stakeholder Influence & Business Action
- Collaborate with and influence key senior stakeholders across Sales, Operations, Customer Service, Marketing, Supply Chain and regional teams.
- Challenge internal assumptions when they conflict with customer evidence.
- Turn customer insight into clear recommendations for our value proposition, processes and customer strategy.
- Produce concise reports for the Managing Director and Senior Leadership Team.
- Track agreed actions and measure whether they improve customer experience and retention.
Requirements of the role:
- Experience in leading customer insights, Voice of Customer, customer research programmes.
- Strong B2B experience, ideally involving customers globally.
- Skilled in conducting structured interviews with customers and designing and rolling out customer surveys.
- Knowledge of NPS, CSAT, retention and related customer research measures.
- Confident producing actionable insight through the use of research projects and commercial data.
- Experience of influencing senior stakeholders and translating customer evidence into practical business decisions and improvement activity.
- Skilled in customer journey analysis, journey mapping or identifying customer pain points and moments that matter.
- Strong communication skills and cultural awareness
- Experience in industrial distribution, manufacturing, engineering, technical services, logistics or B2B e-commerce would be advantageous but is not essential.
Salary and benefits:
- £50,000 salary.
- 33 days annual leave per year.
- Early Friday finish.
- Hybrid Working Policy (2 days at home, 3 days in office upon passing probation).
- Enhanced leave; including sickness, maternity and paternity.
- Employee Assistance Program (GP Line, counselling sessions, free advice).
- Health Cash Plan (reclaim appointment costs).
- Life cover.
Please note that this role requires the right to work in the UK, and we do not offer visa sponsorship for this position.
No Agencies - At EU Automation we pride ourselves on internal talent acquisition and direct recruitment strategies. Unsolicited communication from recruiters will not be acknowledged, and EU Automation will not be held liable for any fees.
You may know this role as Customer Research Manager or Voice of Customer Manager
INDLP
Customer Insights Manager in Stafford employer: Eu Automation
At EU Automation, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and diversity. Our Birmingham location provides a dynamic environment for growth, with opportunities for professional development and a competitive salary package, including uncapped commission and enhanced leave benefits. Join us to be part of a team that celebrates achievements and values each member's contribution in making manufacturing possible.
