Description
Our client based in Nottingham is looking for an experienced Senior Research Manager
Job Purpose
Managing a programme of market research to give a competitive advantage and achieve our vision of being our customer's "Partner of Choice for Energy Solutions'". The programme consists of both Residential and Business customer tracking and ad hoc research. This includes managing qualitative and quantitative research through multiple channels - face to face, telephone and online. The research would cover a portfolio of business requirements such as NPS, proposition development, customer experience, pricing, channel preference, acquisition, communications, retention, advertising and branding. Ensuring the insight from the research is combined with all other related insight sources (behavioural analytics, other related research outputs etc.) and recommendations are actioned by senior internal stakeholders, as well as ensuring best practice in sourcing the most appropriate agency partner, set up, design, methodology, delivery and implementation.
Key Activities
The Customer Insight Team manages a budget of approx. £2.8m for continuous research, and an Individual projects range from zero external costs to c £250k for continuous tracking studies. The post holder will be responsible for an estimated £500k worth of research each year. Recommendations from research impact on key strategic projects such as Smart Meter roll out, New Product development and evaluation in both the supply side of the business and non supply specific energy solutions, mandated government Energy Saving measures, Price change implementation and Communication campaigns. End to end responsibility for adhoc research projects from creation of agency brief to stakeholder debrief including embedding actions and wider dissemination of findings. Track customer attitudes, perceptions, trends, and needs. Proactively use these to guide business activities and strategies. Evaluates and recommend changes to above and below the line communications and brand activity.
Use of Customer Panels (>30K customers) as and when appropriate and support the development and management of the panel and the relationship/contract with its host.
Main responsibilities of role
To deliver clear, high quality and insightful research to senior stakeholders to guide business decisions. Build relationships with senior stakeholders to understand and inform their business strategies. Provide expert customer guidance and advice for the wider business. To proactively seek out the need for research and influence stakeholders to plan it into key projects. To effectively prioritise and manage budgets within an excess of research demand. Manage tracking studies and work closely with our partner research agencies to add value and improve the insight we gain from such studies. Present research findings to the wider business, ensuring all insights are communicated to the relevant personnel, done in such a way to ensure the recommendations are action-ed. Work closely with the procurement team to negotiate contracts with external suppliers of syndicated research.
To source and manage appropriate agency partners and continually develop research techniques used to evolve our own customer understanding Provide delegate support for the Insight Manager.
Key skill requirements
Essential skills
- Proven experience at a Senior Research Manager level at agency or client side
- A deep understanding of both qualitative and quantitative research, including a range of advanced research techniques.
- The proven ability to influence others and adapt your style to your audience and your goal.
- First-hand knowledge of the benefits and limitations of online research.
- Numeracy, analytical flair and a talent for generating incisive insights.
- The confidence and credibility to deliver convincing presentations to senior people.
- A record of promoting customer-centric change.
- Excellent organisation skills in approach and execution of projects.
Desirable skills
- Proven experience of working with and presenting at a Senior level, presenting with gravitas and credibility.
- Experience of tracking customer satisfaction or NPS (Net Promoter Score) and knowing what drives it.
- The know-how to measure above-the-line campaigns and manage research agencies.
- The ability to work effectively under pressure, to deadline and while juggling multiple complex projects.
- A retail marketing background that's helped you develops proven commercial acumen.