Customer Intelligence Manager

Job category: Media, Advertising, PR, Publishing and Marketing

Location: Cape Town

Contract: Permanent

EE position: Yes

About our company

Clicks Group

Introduction

To develop and lead the customer intelligence strategy by leveraging customer, market and marketing insights to identify actionable opportunities that inform strategic decision-making, drive commercial growth, maximise customer value and create sustainable competitive advantage.

• 8-10 years' experience in customer intelligence, customer analytics, business intelligence, market insights, commercial analytics or related strategic analytical environments.


• 5-7 years' experience applying analytical and insight-led approaches to support business strategy, decision-making and performance improvement.


• 5 years' experience working with customer, market, commercial, financial or operational data to identify trends, opportunities and business risks.


• 5 years' experience operating in complex, cross-functional environments requiring engagement with multiple business functions and stakeholders.


• 3-5 years' experience influencing business planning, strategic initiatives and organisational decision-making through data-driven recommendations.


• 3-5 years' experience leading projects, programmes or business initiatives involving multiple stakeholders and competing priorities.


• 3 years' experience leading or managing a specialist teams.


• Experience within retail, pharmacy, FMCG, loyalty, consumer services, eCommerce or omnichannel environments.


• Experience establishing, transforming or maturing an analytics, intelligence or business insight capability.


• Experience working with large and diverse data environments, including multiple systems, sources and data governance requirements.


• Experience supporting customer strategy, customer value management, loyalty programmes or customer engagement initiatives.


• Experience managing external suppliers, research partners, technology providers or specialist consultants.

Job related skills

• Advanced data analysis, interpretation and insight generation.


• Strategic business analysis and evidence-based decision support.


• Commercial and financial analysis.


• Forecasting, trend analysis and scenario modelling.


• Executive reporting, data visualisation and insight communication.


• Strategic planning, prioritisation and resource allocation.


• Stakeholder engagement, influencing and facilitation across multiple business functions.


• Project leadership and the implementation of customer intelligence initiatives, frameworks and operating models

Planning, organising and coordinating multiple priorities and competing business demands.

Development and optimisation of customer intelligence and performance measurement frameworks.

• Predictive analytics and statistical modelling.


• SQL and data extraction.


• Research design and quantitative analysis techniques.


• Vendor and strategic partner management.


• Change management and organisational adoption practices.


• Agile delivery and continuous improvement methodologies

Job related knowledge

• Customer intelligence, customer analytics and customer value management principles.


• Consumer behaviour, customer segmentation and loyalty programme management.


• Retail, omnichannel and digital commerce business models and performance drivers.


• Business intelligence, performance measurement and management reporting frameworks.


• Market research, competitive intelligence and environmental scanning methodologies.


• Data governance, data quality management, information stewardship and data privacy principles.


• Commercial strategy, revenue growth and value creation methodologies.


• Strategic planning, organisational decision-making and business performance management.


• Statistical concepts, forecasting methodologies and analytical modelling approaches.


• Advanced analytics, predictive modelling and machine learning concepts.


• Customer lifetime value, churn, propensity and attribution modelling methodologies.


• Customer data monetisation and information asset commercialisation practices.


• Artificial intelligence applications and emerging technologies relevant to customer intelligence.


• Pharmacy retail, healthcare consumer behaviour and wellness-related customer insights.


• Personalisation and customer experience management strategies.


• Data product management and information asset management principles.

Job objectives

• To develop and execute the customer intelligence strategy by aligning customer, market and marketing intelligence initiatives with business priorities to drive commercial growth and competitive advantage.


• To generate actionable customer, market, and marketing intelligence by analysing customer behaviour, market dynamics, competitive activity, and business performance to identify opportunities, risks, and emerging trends that inform strategic and commercial decision-making.


• To identify and explore opportunities to enhance customer value, commercial performance, and marketing effectiveness through the application of customer intelligence and analytics.


• To maximise the value of customer and market information assets through effective governance, quality management, accessibility, and analytical utilisation of data


• To build and lead a high-performing customer intelligence function by developing talent, optimising resources, and advancing analytical methodologies, technologies and best practices to strengthen organisational effectiveness and enhance competitive advantage.

Job Related Competencies

• Leading and Supervising


• Persuading and Influencing


• Presenting and Communicating Information


• Applying Expertise and Technology


• Analysing


• Planning and Organising


• Formulating Strategies and Concepts


• Entrepreneurial and Commercial Thinking


• Professional certifications in Business Intelligence, Data Analytics, Data Visualisation, Data Governance, Cloud Analytics, Artificial Intelligence or Project Management


• Degree in Data Science, Statistics, Mathematics, Economics, Information Systems, Business Science, Commerce, Marketing Analytics, Actuarial Science, Finance or a related analytical discipline


• Postgraduate qualification in Data Science, Business Analytics, Statistics, Marketing Analytics, Business Science, Economics or Business Administration.

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