CAREERS & JOBS (LOYALTY & CX)

ALDI is hiring: Customer Insights Manager

To deliver on our pledge to be ‘the nation’s favourite place to shop’ we need to understand what drives our customers. As an integral part of our Customer Interaction (CI) department, our experts in Customer Insights & Market Research work hard, promoting a data-driven culture through high quality analysis, reporting and insight. The team is focused on two core areas: gaining a detailed understanding of our customer, and the market.

As Customer Insights Manager, you’ll lead this newly established team of insights experts, working collaboratively with our CI and National Buying departments to shape key strategic initiatives and support decision making across all customer touchpoints.

Supporting the wider CI strategy, you’ll deep dive into customer and market data to develop a clear understanding of Aldi customers. You’ll provide high level insight to senior management across CI and National Buying, helping to deliver competitive advantage and a fantastic customer experience, allowing Aldi to optimise sales and stay successful in the market.

You’ll play a pivotal role in shaping our global for Customer Experience, informing decisions from Marketing campaigns and PR events to product development and exciting new customer propositions.

The Customer Insights & Market research team is still growing, so you’ll support the ongoing recruitment and continued professional development of the team, empowering colleagues to deliver maximum value.

We have amazing opportunities for passionate media professionals. If you would like to join our dynamic team, apply to join #TeamAldi today!

Your New Role:

• Customer data management and analysis of performance for Marketing, Communications and Customer Services, to support existing and new digital services
• Segmentation and targeting
• Predictive analytics of Customer, Product and Buyer retention, and satisfaction analysis
• Social Listening, Brand Sentiment and Brand Metric monitoring
• Marketing attribution
• Conversion optimisation and trading analytics
• Analysis of market data to identify customer buying trends and requirements
• Competitor performance analysis
• Driving deeper understanding of the markets evolution and customer preferences help grow brand relevance and make the right choices for all business stakeholders
• Actively promoting a data-driven culture and contributing to customer strategy through training, discussion and sharing best practice
• Managing a team of analysts to provide recommendations for action across the team, helping to determine improvement opportunities for functionality, processes, content or UX/UI of customer solutions
• Ensuring key performance indicators are gathered, analysed and acted upon
• Identification of target customer segments that value ‘speed and simplicity of shop’, and their value to ALDI
• Ensuring the provision of targeted mobile analytics (e.g. feature popularity, lapsed app consumers)
• Supporting senior leader decision making through the identification and communication of key information – including creation of materials for senior stakeholder meetings
• Contributing to the ongoing professional development of your team – developing and sustaining a business culture of efficiency, control and effectiveness across the team
• Coordinating and leading all Customer Insight & Market Research activities in the market
• Ensuring relevant and accurate data collection from digital (e.g. digital analytics, content and SEO) and offline sources (e.g. call centre data, store sales, user feedback)
• Ensuring information in key databases and associated systems is exploited effectively, and insights are shared with colleagues in an engaging and actionable way
• Building strong relationships with cross-functional and international teams to continuously improve customer insight and sharing of best practice in customer definition between countries
• Supporting your team in the management of ongoing insight and research tasks, alongside the prioritisation of adhoc & ongoing activities
• Aligning roles and responsibilities for developing and communicating customer definition within CI – balancing consistency and flexibility in a “freedom within a framework” approach
• Acting as the subject matter expert for Customer Insights, engaging with various stakeholders across GBIE, to support a culture of customer experience and data-driven insight
• Ensuring deadlines are completed within area of responsibility
• Procurement and management of third-party suppliers where required
• Building a 360 view of a customer
• Creation of advanced customer segments
• Leveraging of predictive analytics to influence customer behaviour

About You:

• Proven track record in a commercial analytics and customer research function
• Knowledge and experience of market and customer research within the retail sector
• Proven ability to discover and share insights with a range of stakeholders
• A passion for data with strong report development and data mining skills
• Insight, research and data analytics experience
• Proven ability to lead and motivate teams, delegate decision making to the most effective level, and empower teams to deliver to the best of their abilities
• Ability to manage a multitude of projects in a fast paced environment
• Strong knowledge base of retail industry and competitor market trends
• Ability to proactively work towards challenging deadlines through multitasking and resilience
• Great interpersonal skills with the ability to manage and build relationships with internal stakeholders at all levels as well as third parties
• Customer experience analysis
• Retail performance analysis across online and offline channels
• Web analytics / Enterprise analytics platforms
• Reporting tools such as Adobe Analytics, Tableau, PowerBI

What You Get In Return

• Starting salary from £61,065 rising to £94,240
• Monday to Friday, 8am to 5pm, with the opportunity of 2 days a week remote working
• 5 weeks’ annual leave plus Bank Holidays
• In office flexi-time
• Full training provided
• Pension scheme
• Private employee medical insurance after 4 years
• Company sick pay scheme
• Company maternity and adoption pay after 1 year and paternity leave pay after 2 years
• Long service rewards
• Access to MyBenefits, where you can find a wide range of benefits, including our bike to work scheme, shopping and cinema discounts, health cash plan, a FREE will, travel and discounted gym memberships, as well as a host of benefits to support your financial and wellbeing needs.
• Access to a free,24/7, confidential virtual GP service for all Aldi Colleagues and their children (under the age of 16)

Aldi is an equal opportunities employer. We’re committed to maintaining a diverse and inclusive workforce and are dedicated to promoting a culture of inclusion, providing an environment in which collaboration, respect and fairness are essential. We value diversity and are dedicated to treating all of our colleagues and prospective colleagues fairly and with respect.

If you’re looking for a career that gives you more, apply today!