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Customer Insight Champion

Req ID:  668
Company:  DCC Vital - Williams Medical Supplies
Salary:  Not disclosed
Location: 

Rhymney, GB, NP22 5PY

Contract Type:  Permanent
Date Posted:  23-Jul-2021
Description: 

 

Job Description and Person Specification

 

Job Title:                     Customer Insights Champion

 

Department:               Commercial

                       

Reports to:                  Commercial Director

 

Location:                     Rhymney (with some occasional business travel)

 

 

The Company

 

Williams Medical was established in 1986 and is a distributor of medical consumables, equipment, pharmaceuticals and provide test, calibration and repair services to GP surgeries and other out-of-hospital care settings in the UK and Ireland.

 

The business is headquartered in Rhymney, South Wales and has an aspiration to grow its business by three times in the next five years, putting it firmly in Wales Top 50 companies.

 

Purpose of the Job:

 

The Customer Insights Champion is to own and lead the CATH (Customer at the Heart) mindset, collating internal and external customer insight and sharing this in an actionable format. They would always walk in the shoes of the customer to demonstrate the power of CATH.

 

 

Main Duties / Responsibilities and Knowledge / Skills Requirements

 

This person should ideally have a marketing/customer background with experience of customer segmentation, qual and quant techniques as well as managing research specialist partners.  They require the ability to collate multiple sources of customer insight and turn these into “actionable” insight for internal teams.   Blue-chip FMCG/retail would be advantageous.  Additionally, have transformation experience of driving cultural change would also be beneficial.

 

 

Responsibilities:

  • Creates & leads the customer research strategy, aligning priorities with key cross functional partners.
  • Creates a 12 month rolling plan to compile insight (e.g. qual, quant, Trustpilot (CSAT).
  • Quickly identifies and prioritizes the key internal and external sources of insight to compile (inc. what is missing).
  • Partners closely with the Commercial Analyst to align strategy and feed in relevant insights to supplement management information.
  • Leads monthly/quarterly shares of the “actionable” insight with the relevant cross functional teams e.g. Category, Ops, Sales, Med Services.
  • Owns, feeds and updates the customer scorecard.
  • Owns the customer segmentation and refreshes this x1 per year sharing actions with the relevant cross functional partners.
  • Manages external qual and quant partners as required.
  • Influencing tactical and strategic decision making through the delivery of valuable and actionable insights.
  • Developing insight into competitors, their performance and the wider markets the business operates in.
  • Brings both a short term and longer-term view.

 

 

Key challenges:

  • This is a new role which needs to drive change and challenge established thinking and ways of working.
  • Building strong and trusting relationships with stakeholders.
  • Translating multiple disparate insights into meaningful “actionable” insight.
  • Adapt to changing demands and organisational environments.
  • Need to quickly establish credibility and demonstrate the “value-add” of this new role.

 

Personal attributes:

  • Essential: Customer Curiosity
  • Essential: Good interpersonal skills
  • Essential: Task focussed
  • Essential: Calm under pressure
  • Essential: Ability to manage multiple stakeholders / reporting lines in a matrix organisation
  • Essential: Good presentation skills

 

Experience:

  • Essential: Marketing, customer experience or research background with understanding of key qual and quant techniques.
  • Desirable: Experience in a retail / FMCG environment or healthcare. 
  • Desirable: transformation experience.

 

Skills / capabilities:

  • Essential: Advanced user of Microsoft Excel and competent on other Office 365 applications
  • Desirable: Advanced user of Microsoft Word and PowerPoint

 

Qualifications:

Desirable: Educated to degree level (minimum 2:2)