Customer Insight Manager

Competitive salary with benefits
02 Jun 2017
30 Jun 2017
Mark Finch
Job Type

Customer Insight Manager

A great opportunity has arisen to join our Marketing team here at Matalan as a Customer Insight Manager. As a Customer Insight Manager you will support the development and delivery of a fully integrated marketing strategy by driving the on-going development of the customer proposition through segmentation and customer data mining and utilise insight and analytical modeling to deliver improved customer targeting.

Customer Insight Manager – The role

Customer Profiles and Strategy

  • Drive the on-going development of the customer proposition through segmentation and customer data mining:
  • Use customer data and research to continually refine and grow our understanding of Matalan's customers, ensuring ongoing customer engagement within the business.
  • Identify and roll out extended applications of customer profile insight to drive increased business value.
  • Combine insight, customer empathy and commercial practicality to inform business strategy and decision-making.
  • Create actionable insight, tools, methods and guidance to support customer-facing functions in incorporating the customer into their strategic planning processes, e.g. Buying and Merchandising, Ecommerce, Retail.
  • Ensure the customer is accurately represented, correctly targeted and relevantly communicated with across all marketing communications and touchpoints.

Marketing and Customer Strategic Insight

  • Oversee the strategic planning and delivery of:
    • Commercial and customer reporting and forecasting
    • A customer plan to achieve the business' sales targets
    • Provide in-depth analytical insights to guide marketing and business wide strategies.
    • Proposition reporting including price and product architecture (price elasticity).
    • Utilise market data, research and card data to provide the business with a 360 degree view of customer analytics.
    • Manage the quality and delivery of all adhoc and deep dive customer analytics ensuring clear insights are presented with commercial and actionable recommendations
    • Applying insights from analytics to provide strategies which will have strategic business impacts.
    • Deliver regional and business reviews looking at all areas of the business.

    Multi-Channel Marketing Communications Strategy

    • Oversee the strategic planning and delivery of:
      • A customer targeting strategy by season, and longer term.
      • A fully integrated and brand-enhancing broadcast, direct and digital communications plan to achieve multi-channel customer and sales objectives at a national and regional level
      • Econometric modelling to monitor ROI by channel and customer type, using this to inform ongoing strategy.
      • Innovative, effective and efficient through-the line strategic planning.
      • Improve and develop new multi-channel insight and analytics utilising web and browser data – bringing together the customer purchasing data and browser data to provide comprehensive view of customer behaviour across multiple touchpoints.
      • Develop new online customer purchasing profiles and segmentation.
      • Support customer communications manager with online targeting communications at all stages of the customer lifecycle.

    Targeted Marketing

  • Utilise insight and analytical modelling to deliver improved customer targeting.
  • Development of targeting models for use to priortise marketing investment.
  • Improve our customer lifecycle modelling including LTV models and churn modelling.
  • Campaign forecasting, reporting and evaluation making recommendations for improvements.

Customer Insight – The Candidate:


  • Marketing / Business or related Degree
  • Extensive marketing experience
  • Highly analytical, with proven track record of converting customer data into actionable insight and sound customer strategies
  • Advanced SQL
  • Advanced Excel
  • Advanced knowledge of visualization techniques and tools
  • Strong project manager, with excellent time management skills and experience of handling multiple projects
  • Experience of working to tight deadlines in a fast-paced environment
  • Strong written and verbal communication skills and the ability to translate data into meaningful and engaging information for non data-savvy audiences
  • Strong influencing, negotiation and presentation skills
  • Strong people management skills & experience leading a team


  • Previous experience of working within a retail or FMCG environment
  • SAS would be advantageous although not essential
  • Experience of cost control and budget responsibility
  • Experience in customer behavior research

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.