Marketing Insight Executive - CSAT

Milton Keynes Store Support Centre

Location

Milton Keynes Store Support Centre

Hours

Full-time

Contract Type

Permanent

Salary

Competitive plus benefits

Areas of business

Marketing

Job ID

190018FE

Google Map of 489-499 Avebury BoulevardSaxon Gate West Milton Keynes MK9 2NW

Sainsbury's Argos, 489-499 Avebury BoulevardSaxon Gate West, Milton Keynes, MK9 2NW


There are 2 CSAT programmes currently in existence, one for the Food business and one for the Non Food business. Each of these has 1 C4 running the programme day to day, ensuring delivery of the survey to customers and the results into the business.

What you need to do
Ensure the smooth running of both the Food or the Non Food CSAT programmes and the ongoing delivery from them.

This includes:

  • Deliver regular reporting from each programme – retail dashboards, central dashboards, digital customer journeys, Pulse reporting, etc 
  • Providing ad hoc data cuts for central and retail leaders as needed – as well as the commentary that sits alongside this
  • Execute deep dives into specific operational areas, monitoring overall progress in key identified areas
  • Be a point of contact for the agencies working on the account day to day on pipeline, prioritisation etc
  • Work alongside the Customer Insight Managers to deliver a joined up view on customer experience across channels. Develop close working relationships with the relevant stakeholders across the business
  • Monitoring the functional delivery and health of each programme, and making recommendations to adjust it where necessary – eg, reviewing survey dropouts, response rates and volumes, etc. Where needed, run trials, methodology changes, and initiatives to boost survey volumes and quality of responses.
  • Work with the wider business (especially the rest of the Insight team and Customer Experience) to land ongoing improvements in the programme

What you need to know

  • Strong organisation and programme management skills, juggling multiple (varied) strands of work simultaneously. First rate attention to detail and organisation/project management skills
  • Collaborative working with internal and agency teams; strong stakeholder management and influencing skills; great ways of working with technical functions and product owners
  • Clarity of thought, strategic thinking & a methodical approach to problem solving
  • Ability to explain and interpret numerical analysis or technical insight outputs in a simple and engaging way
  • High degree of flexibility to manage sometimes unpredictable workload
  • Strong agency management skills
  • Strong grasp of PowerPoint and excel
  • Excellent executional delivery – there is a lot of material and stakeholder needs to land in a short amount of time
  • Understand CSAT data, what it means – and what it doesn’t mean. Be able to explain this clearly and compellingly to the business.
  • Visualise customer data and sentiment creatively, to ensure it cuts through within the business

Specifically, for this role, you need to build a strong network across the business and prioritise regularly & ruthlessly when presented with more “asks” than you can support.

There are many ways to have acquired these skills and this knowledge, so there are no specific qualifications or similar proof points required. However, relevant and demonstrable experience is of course essential, so it is likely that successful candidates will have already done roles involving data or research, as well as building relationships with senior stakeholders.

What you need to show

  • Fantastic organisation and programme management skills
  • Collaborative working with internal and agency teams
  • Strong stakeholder management and influencing skills
  • An articulate and persuasive communications style
  • Energy and enthusiasm about CSAT
  • Clarity of thought, strategic thinking & a methodical approach to problem solving
  • Agency management: performance, risk, relationship

What decisions I can make

You are the business expert on this particular CSAT programme. Where we change how we use the programmes, you help to land these changes in a business with nearly 200k colleagues. You are input into the shape and development of the reporting that we produce on CSAT and move into the wider business. You input into the plan for the next iteration of CSAT in the Sainsbury’s business.

Resources available to me
  • Support from colleagues from our partner agencies including the agencies running each programme
  • A share of the Channels team budget as appropriate & agreed with the Senior Insight Manager
#LI-DN1