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  • Job reference: RMS0220105

Customer Insight Coordinator (Part Time)

  • Sector: Automotive
  • Location: Crewe, Cheshire
  • Job type: Contract
  • Date posted: 10/12/2019
  • Duration: on-going contract
This vacancy has now been filled.

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The Role:
The client's Customer Insight Programme is a pivotal part of business improvement which provides long-term commitments that aim to change the way the client and their dealer network work together and improve brand reputation, loyalty and customer satisfaction.

The Customer Insight Coordinator plays a key role in the team, ensuring that effective and efficient systems and processes are in place to capture actionable feedback which is then communicated to all stakeholders and business functions.

Main Responsibilities:

1. Business Processes

Maintain and develop the existing operational processes to ensure continuous improvement seeking opportunities to optimize the capturing and manipulation of data.

Ensure robust processes and auditing systems are in place to support the delivery of the global Customer Insight Programme.

Ensure all stakeholders receive timely and accurate feedback and reports through a robust programme infrastructure.

Complete thorough, accurate analysis that can be provided across the business, to focus engagement on the positive and negative customer feedback.

2. Stakeholder and Supplier Management

Work closely with outsourced contact partners to ensure full understanding of the brand, business processes and the over-arching Customer Insight programme objectives.

Conduct regular business improvement analysis and provide structured deliverables to third party suppliers ensuring global consistency and maximum efficiency.

Hold regular stakeholder meetings/workshops to maintain and develop stakeholder requirements.

3. Data Analysis & Reporting

Based on both business and stakeholder needs, design and create relevant, structured reports ensuring accurate data manipulation and clear KPI measurement.

Acquire data from primary or secondary data sources and create ad-hoc reporting.

Through source data from in-house systems; design and develop customer reach rate and contact partner performance reports.

Independently identify and raise awareness of any risks/opportunities towards brand perception and brand loyalty.

4. Programme Development

Work closely with IT and Systems teams to write and progress IT/System Change Requests to support continuous improvement of the operational running of the programme.

Work with the Customer Insight manager and wider business stakeholders to ensure new developments in data analysis, predictive concern management and process improvements are recognised and implemented.

5. Adhoc Tasks and Project Management

Work independently and proactively to complete adhoc tasks and deliver projects aligned to the objectives and success of the global Customer Insights Programme

Responsible for providing support to the Customer Insights Manager in relation to the actions and performance of the global Customer Insights programme.

The Company:
Is a leading Automotive manufacturer with a reputation for outstanding quality the world over. With demand increasing and an upturn in production, there is a need to bring further skills into the business to deliver on current and future projects.

Essential Skills / Qualifications:

* Communication skills/influencing skills across all business levels
* Process and continuous improvement experience and aptitude
* Strong knowledge of and experience with reporting and statistical programmes (Business Objects, SAP, Excel etc.)
* Strong Analytical skills with the ability to extract, manipulate and present large data sets from various sources.
* Adept at queries, report writing and presenting findings
* Demonstrated automotive background, ideally with retail/regional knowledge
* Clearly able to act independently on own initiative
* This is a highly autonomous role, the holder must be confident to plan their own work, prioritise and frequently multi-task
* Excellent presentational ability, able to interpret and manipulate complex data into impactful management information
* Understanding of brand strategy and objectives
* Experience of working globally, and understanding differing cultural norms is desirable but not essential
* Budget

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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