Customer Insights Manager

Job description

Description The Customer Insights Manager will be a key collaborator within Footasylum, reporting into the Head of UX and Delivery and UX and CRO Lead, working cross-functionally with teams including Data, Buying, Design Centre, and other business units. This role will focus on gathering, analysing, and synthesising customer data from multiple sources to inform brand messaging, campaign strategies, audience targeting, trend analysis, and product development. The successful candidate will champion data-driven decision-making, translating complex insights into clear, actionable recommendations that empower stakeholders to make informed, customer-focused decisions. Customer Insights and Data Analysis Collect and integrate data from multiple sources, including customer behaviour, sales data, market trends, social media, and feedback channels, to build a comprehensive understanding of Footasylum’s customers. Conduct in-depth analysis to identify customer preferences, behaviours, and trends, providing actionable insights to shape marketing campaigns, audience targeting, and brand messaging. Collaborate with the Buying team to analyse purchasing patterns and forecast trends, informing stock selection and inventory strategies. Partner with the Design Centre to provide customer-driven insights that inspire innovative product ideas and designs. Cross-Functional Collaboration Act as a bridge between Data, Marketing, Buying, Design Centre, and other departments, fostering collaboration to align strategies with customer needs. Work closely with the Data team to ensure robust data collection, quality, and governance processes, enabling accurate and reliable insights. Support the development of customer segmentation models to enhance targeting for marketing campaigns and personalised customer experiences. Data-Driven Decision-Making Champion the adoption of data-driven principles across the organisation, promoting a culture of informed decision-making. Develop and present clear, compelling reports and visualisations that translate complex data into actionable insights for business stakeholders. Identify opportunities to leverage emerging technologies (e.g., AI, predictive analytics) to enhance customer insights and engagement strategies. Campaign and Brand Strategy Support Analyse the role of social media marketing and influencer partnerships in shaping customer perceptions, brand affinity, and sales performance. Provide insights into the effectiveness of influencer campaigns and social engagement strategies, highlighting opportunities to strengthen Footasylum’s presence across digital channels. Track emerging trends in influencer marketing to inform campaign design and brand collaborations. Stakeholder Engagement and Influence Communicate insights effectively to stakeholders at all levels, using storytelling and data visualisation to inspire action and drive strategic decisions. Empower stakeholders by providing tailored insights that align with their objectives, enabling more conscientious decisions about customer engagement and product development. Influence cross-functional teams to adopt customer-centric strategies, ensuring alignment with Footasylum’s brand vision and business goals. Campaign and Brand Strategy Support Collaborate with the Marketing team to shape brand messaging and campaign strategies based on customer insights, ensuring relevance and impact. Monitor campaign performance and customer feedback to provide real-time recommendations for optimisation. Support the development of loyalty programs and customer retention initiatives by identifying key drivers of customer satisfaction and engagement. About You Proven experience in customer insights, market research, or data analytics, ideally within retail, e-commerce, or a consumer-facing industry. Demonstrated success in working cross-functionally to translate data into actionable strategies for marketing, product development, or customer engagement. Experience with trend analysis, customer segmentation, or campaign optimisation is highly desirable. Technical Expertise : Proficiency in data analysis and visualisation tools (e.g., Tableau, Power BI, Google Analytics, or similar). Strong understanding of customer data platforms, CRM systems, and market research methodologies. Familiarity with statistical analysis and predictive modelling is a plus. Communication and Influence : Exceptional communication skills, with the ability to articulate complex data insights in a clear, compelling manner to non-technical stakeholders. Strong influencing skills, with a track record of driving stakeholder buy-in and fostering collaboration across teams. Ability to tell a story with data, making insights accessible and actionable for diverse audiences. Personal Attributes : Curious and analytical thinker with a passion for uncovering customer insights and driving business impact. Collaborative and adaptable, thriving in a fast-paced, cross-functional environment. Proactive and results-oriented, with a focus on delivering measurable outcomes. Why Footasylum? We are one of the UK’s leading omni channel retailers, but as well as that, we’re a genuinely great place to work. We value you and your development. Our people across the business have taken on new opportunities, whether that’s stepping into a new role, moving into a different department, or building new skills through the support and training we offer. Our goal is to create a fun, supportive environment where your success matters just as much as ours, and where you have the tools, encouragement, and opportunities to achieve your goals. Diversity We recognise and value the importance of diversity to help make sure we have a diverse perspective when we are building services to customers and the wider business. This is great news for us. But for us, diversity is also about, building happy energised teams full of people who want to learn and want to be inspired by each other's different backgrounds and experiences. Recruitment Process We review applications on an individual basis, and if we feel you would be a good fit we’ll invite you for a call or Teams video for an informal chat about the role, and to see if we’re a good fit for you. We value open and honest conversations and collaboration, giving you a chance to learn about what we are doing in an informal and friendly environment. We want to know about you and why you feel that this is the opportunity for you. Please note, this is not a remote role, and our expectation is that you will be able to attend Head Office in a hybrid way, in Greater Manchester.