Manager - Customer Intelligence

The Manager - Customer Intelligence is responsible for leading a team of specialists to deliver actionable insights that inform product development, marketing strategies, and business decisions. This role involves managing and mentoring a multidisciplinary team, driving collaboration, and ensuring the successful execution of comprehensive research projects. The manager will play a critical role in embedding customer insights into the organization's strategic initiatives and fostering a customer-centric culture.
Leadership and Team Management
• Collaborate with the Head of Customer Intelligence Office to develop strategic plans and long-term goals for the department;
• Manage a team of 6+ members, including 2-3 team leaders who oversee their respective sub-teams;
• Provide coaching, mentorship, and guidance to team leaders and individual contributors to ensure high performance and professional growth;
• Define team objectives, KPIs, and performance metrics to measure and drive success;
• Foster a collaborative and innovative team culture that values continuous learning and knowledge sharing;
• Lead, mentor, and develop a team of customer intelligence specialists, ensuring alignment with organizational goals;
• Oversee workload distribution and ensure timely delivery of high-quality research projects;
• Continuously monitor progress, address challenges, and ensure the successful delivery of departmental goals;
Strategic Planning and Insights Integration
• Translate development strategic plans into detailed, actionable activities, ensuring alignment with organizational priorities;
• Develop and implement a customer intelligence strategy aligned with business goals and market opportunities;
• Ensure research insights are integrated into product roadmaps, marketing strategies, and business decisions;
• Collaborate with cross-functional stakeholders, including product, marketing, and strategy teams, to identify research needs and priorities;
Project Management
• Oversee the planning and execution of comprehensive research projects, leveraging team expertise in desk research, quantitative, and qualitative methods;
• Ensure all projects deliver actionable and high-quality insights that address key business challenges;
• Balance short-term research needs with long-term strategic initiatives, ensuring alignment with organizational priorities;
Knowledge Development and Innovation
• Promote a culture of continuous learning by encouraging the team to explore new methodologies, tools, and frameworks;
• Support the development of innovative research approaches to improve the relevance and quality of insights;
• Act as a champion for customer-centricity by embedding best practices and new methods across the organization;
Stakeholder Engagement
• Serve as a trusted advisor to senior leadership by presenting insights that drive strategic decision-making;
• Partner with the Head of Customer Intelligence Office to align team deliverables with organizational goals;
• Build strong relationships with internal stakeholders to ensure customer intelligence meets their needs and contributes to measurable outcomes;
Performance Measurement and Reporting
• Establish processes to track and report the impact of customer intelligence initiatives;
• Ensure research findings are communicated effectively through clear and compelling presentations, dashboards, and reports;
• Continuously evaluate and refine research processes to maximize their efficiency and impact;