Customer Insight Manager

CAMPING & CARAVANNING CLUB
The Camping and Caravanning Club is the world’s oldest and largest Club for all forms of camping and our aim is to help people enjoy the simple pleasures that camping can bring. It’s an exciting time to join the organisation and be a part of our continued growth. As one of the leading names in the outdoor industry, we pride ourselves on truly understanding the needs of our customers, giving them peace of mind when enjoying a stay on one of our 100 campsites. We have a dedicated Insights Team of eight employees as part of our commercial Insight Department. The team are crucial in understanding our customers, commercials and industry. A new post has been created for Customer Insight Manager. This role will lead the delivery of accurate and insightful evaluation that provides strategic value to The Club s commercial activities. Managing the development of insight (data interpretation, data visualisation and data mapping) in supporting The Club with its decision making, and drive innovation. This post will be the Power BI expert within the organisation, working with our data third party to ensure that our data is a valuable and strategic tool for the business with a focus on customer first. The post manages a customer data analyst and will become the expert in data warehouse interrogation, developing a deep understanding of all data / customer segmentation and understanding their behaviour at a high and granular level to be more aware why they behave the way they do. Although a customer centric role Understanding the commercial dynamics of the business will be important. Key duties will include: Being the expert in data warehouse interrogation, maximising strategic value from our data. Working with our technical data partners to ensure all data collection points are considered and integrated with the data warehouse. Comprehensive analysis with SQL into customer behaviour and trends, across journeys, spend and loyalty, as well as NPS data for customer feedback. Manage a customer data analyst including training, personal development and one to ones. Work closely with the marketing team, providing insight to assist the development of long-term acquisition, retention, and loyalty strategies. Be the Power BI champion within the business. Managing stakeholder requirements and upskilling the team throughout the roll out of Power BI. Understand the commercials of the business and utilise the available data assets to enhance commercial decision making. To be considered for this post you should have the following skills or experience: Proven experience in a similar role with a focus on customer insight. Advanced SQL, Power BI and Excel. Strong analytical skills with a curiosity to delve deeper into data and around the edges of questions. Experience of reporting platforms. Understand segmentation and how it can be leveraged. Experience in customer journey analysis and data capture. Excellent stakeholder management skills to manage and prioritise multiple stakeholder requirements. Working hours for this post are 37.5 hours per week Monday Friday. As part of our newly introduced hybrid working pattern, you will be required to work in the office on Tuesday and Wednesday each week, with the option of working from home on Monday, Thursday, and Friday. The Camping and Caravanning Club is a fantastic place to work, with a supportive and dedicated team. We’ve been helping people enjoy the great outdoors for over 120 years and these days, as well as having campsites in fantastic locations we hold our own music festival, torchlight. Benefits include 28 days annual leave plus bank holidays and attractive pension. To be part of the next phase of our journey, please send in a cv and cover letting, with salary expectation for the attention of Barny Baker, Recruitment Manager. Due to the high volume of applications normally received unfortunately it is not possible for the Club to communicate back with each applicant so please note that if you do not hear from the Club within 2 weeks of sending your application you should assume that unfortunately you have not been successful on this occasion. Candidates selected for interview will normally be contacted by telephone and email The Camping and Caravanning Club actively promotes equality, diversity and inclusion. We match the needs of the Club with skills and experience of candidates, irrespective of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation