Logo of Huzzle

Home

Matches

Explore

Manage

Customer Insight & Reporting Analytics Manager

image

Marks and Spencer

10d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Data
  • London

AI generated summary

  • You should have retail analytics experience, strong communication skills, stakeholder management, customer feedback analysis, attention to detail, deadline adaptability, and proven line management experience.
  • You will develop customer experience frameworks, analyze data, create reports, manage insights from touchpoints, automate processes, collaborate with teams, and conduct focus groups to enhance customer satisfaction.

Requirements

  • Experience within a similar role, within retail would be highly desirable.
  • Excellent communication and presentation skills using a variety of tools (e.g. Excel, PowerBi, Powerpoint) with a passion for impactful storytelling that engages stakeholders and inspires action.
  • Effective stakeholder management skills, acting as the customer conscious across different business teams. Ability to prioritise stakeholder requests based on resource and criticality.
  • Ability to analyse customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer experience.
  • Excellent attention to detail and focus on accuracy of all output.
  • Ability to work under pressure and meet tight deadlines.
  • Proven line management experience.

Responsibilities

  • As the Customer Insight & Reporting Analytics Manager you will develop and evolve our Customer Experience measurement framework to help M&S understand our customers experience in the markets we operate and support with the influence of improving customer pain points.
  • Deliver impactful customer insight reporting which provides timely, accurate data and insight across the different markets from an omnichannel perspective. Creating clear and accurate narratives on customer themes for stakeholders to drive action.
  • Ensure measurements are fit for purpose, consistent and provide actionable insight.
  • Keep the playbook up to date so partners are aware of requirements.
  • Gather data through multiple customer touchpoints / CX measures to identify trends and provide insight to assist key stakeholders. Managing queries from partners about their CX measurements and reporting, finding ways to efficiently communicate wider changes.
  • Collaborate with Insight teams across the business to share best practice and deliver holistic reporting into the business.
  • Develop the automation of reports to improve efficiency where possible.
  • Build and role out a customer focus group in key strategic market, deep diving to understand key issues and share findings and build action plans with key stakeholders.
  • Draw data from multiple sources to determine customer sentiment and experience, establish and carry out qualitative research to understand customer challenges.

FAQs

What is the primary responsibility of the Customer Insight & Reporting Analytics Manager?

The primary responsibility is to develop and evolve the Customer Experience measurement framework to help M&S understand customer experiences and improve customer pain points across different markets.

Is previous experience in retail necessary for this role?

Yes, experience in a similar role within retail is highly desirable.

What tools will be used for communication and presentation of data?

Tools such as Excel, PowerBi, and PowerPoint will be used for communication and presentation of data.

How do we ensure our customer insights are actionable?

By ensuring measurements are fit for purpose, consistent, and provide actionable insight, alongside delivering timely and accurate reporting narratives.

What role does collaboration play in this position?

Collaboration is essential for sharing best practices, delivering holistic reporting, and working with key stakeholders to address customer issues.

Do we have flexibility in our work hours?

Yes, we offer flexible working, with the expectation of colleagues being in the office three days a week for collaborative purposes.

What kind of benefits does M&S offer to its employees?

Benefits include a colleague discount, competitive holiday entitlement, discretionary bonuses, a generous pension scheme, wellbeing support, and more.

Will I be involved in customer engagement initiatives?

Yes, part of the role is to build and roll out a customer focus group in key strategic markets to understand key issues and share findings.

Is there support for mental and physical health for employees?

Yes, M&S offers access to a variety of wellbeing support services, including a 24/7 Virtual GP.

How does M&S approach diversity and inclusion?

M&S is committed to building diverse and representative teams and aims to create an inclusive workplace where everyone can thrive and bring their whole selves to work.

image

Marks and Spencer

Forward thinking, future-focused and digital-first retail

Retail & Consumer Goods
Industry
10,001+
Employees
1884
Founded Year

Mission & Purpose

We hold ourselves to a very high standard here at M&S. That much has never changed. Our attention to detail, forward thinking and passion for improvement has led to the creation of some of the nation’s most loved products. But a rapidly changing world demands that we change along with it. M&S has been at the forefront of social change for the past 134 years, and we’re determined to keep it that way. Setting bolder goals and giving our people the space and resources to achieve them. Today, we are a unique retailer delivering top quality food, clothing, home products and financial services. We employ over 80,000 colleagues who serve over 32 million customers. But what about tomorrow? We’ve put customer-focused digital innovation at the heart of our business, partnering with world-class technology firms to help shape the retail experience of the future. From digital transformation to empowering people to make a positive impact on wellbeing, communities and the planet, there’s never been a more exciting time to join us. Because if you become part of our journey today, you’ll be shaping the very future of our business.

Benefits

  • Colleague Discount

    Receive 20% discounts in-store for you and members of your household

  • Bonus

    We have discretionary bonus schemes depending on your role and our business performance

  • Pay

    Our salaries are competitive and reviewed every year

  • Life Assurance

    Life cover of twice your salary up to age 70 which is double when you join your M&S pension savings plan