Head of Customer Insights

Company Description

Informa is a leading international events, intelligence and scholarly research group.
We’re the specialist’s specialist. Through hundreds of powerful brands, we work with businesses and professionals in specialist markets, providing the connections, intelligence and opportunities that help customers grow, do business, make breakthroughs and take better informed decisions.

Informa is listed on London Stock Exchange and a member of FTSE 100, with over 11,000 colleagues working in more than 30 countries.

Informa Markets, a division within Informa, creates global platforms for industries, specialist markets and customers to trade, innovate and grow, delivering over 550 events annually, specialist digital content and actionable data solutions.

Job Description

The successful Head of Customer Insights for the Food EMEA Portfolio is an analytical person with a strategic mindset and design thinking abilities, bringing research skills and a proven ability to interact with customers in support of both research and business development. He/she has an eye for detail and owns the skill to lead market research and customer insight projects that result in new growth opportunities, incremental revenue streams, proven ROI, significantly improved customer loyalty, increased customer retention and acquisition, and profitable market share growth. This person ensures delivery and implementation of all findings and contributes to shaping the strategic and financial development of all products i.e. events, digital, data, insights and content.

This role reports directly to the Executive Vice President and reflects the business commitment to customer-led, data-driven strategic decision making.

Responsibilities include:

• Driving a culture of customer-led data-based decision making that supports development and execution of the Food EMEA portfolio strategic priorities
• Managing market/customer research within the portfolio with the purpose of identifying actionable insights and recommendations contributing to year-round strategy plans
• Partner with the Product Management Team to drive insights and recommendations that will support adoption on new product launches
• Support the Product Management Team in identifying market opportunities that can support driving new products, services, and innovation that contribute to the Food EMEA portfolio business objectives and strategy
• Aligning deliverables to customer values and objectives with the purpose of maximizing customer acquisition, retention, and profitability
• Creating a hub of internal knowledge that can be used across the teams to support completion of project deliverables and then across customers to increase efficiency of deliverables
• Ensuring implementation of all actionable insights by working closely with Brand Directors on defining the right CX initiatives and measuring success
• Liaising with all internal stakeholders including sales, marketing, brand, product management, customer service, operations and local teams to overview use of insights and implementation of new initiatives
• Ensuring delivery of all Customer KPIs, such C-SAT, NPS and Loyalty while measuring correlations with revenue to drive customer satisfaction, engagement & retention by continually improving on existing product offerings
• Managing big research projects to understand challenges and needs of the audience and be able to serve existing and future customers with unique customer value prepositions, such as personas development, creation of ROI tools and customer journey mapping
• Measuring the success of all activities on a continuous basis showcasing the ROI for the Food portfolio
• Sharing results with the Senior Leadership team ensuring full awareness of opportunities and issues
• Proactively identifying opportunities to improve working procedures / practices for the team
• Managing a team of 2: a Research Manager and Customer Insights Analysts, including hiring, training and coaching them to achieve business and individual objectives
• Work closely with user researchers, data scientists and marketing research to develop a holistic understanding of the data.
• Collaborate with the user research team to build and maintain a customer innovation panel

Qualifications

• Bachelor’s degree or equivalent qualification. Major and/or master’s degree in marketing, economics or other quantitative discipline is a plus
• Significat relevant work experience
• Line management experience
• Excellent project management skills
• Familiarity with qualitative and quantitative user research methods, and best practise
• Experience in managing internal and external stakeholders to achieve project objectives
• Ability to clearly and succinctly present results to the management teams and the wider business
• Critical thinking and the capability of generating consistently accurate, useful reports as well as an enthusiasm for translating data into actionable insights relevant to the business objectives
• Experience with using BI analytics and data visualisation tools
• Experience with using survey management and analytics tools

Additional Information

Alongside a competitive salary, Informa also offers the following employee benefits: 

• Our Learning team supports year-round development, with face-to-face training, access to LinkedIn Learning and the opportunity for colleagues to earn their Certificate in Exhibition Management (CEM) in-house
• Informa's colleague Share Incentive Plan matches every share purchased with 2 free shares
• You are given permission to take 4 days off per year to volunteer with an approved scheme
• You are entitled to 24 days' paid holiday per year, plus one day's paid holiday for your birthday, extra time given at certain bank holidays,  and the chance to earn a free day's holiday through charity fundraising
• We offer colleagues net reimbursement for commuting travel. We will reimburse actual costs for public transport
• The official Social Committee is very active in organising social, wellness, diversity and sustainability initiatives
• Monthly AMSTAR awards recognise outstanding colleague contributions with a €100 voucher
• On 5 years of service, you will receive 25% of your gross monthly salary, 10 years = 50% on an increasing scale

We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed.  As such, Informa is proud to be an Equal Opportunity Employer.  We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or other protected characteristics under local law.