Insight Manager (FTC)

Role Responsibility

The Strategy & Insight team aims to put the customer at the centre of decision making and business strategy by providing insights which further our understanding of our customers.

Reporting to the Strategy & Insights Lead, the Insight Manager is responsible for the delivery of ad-hoc qualitative and quantitative customer research projects on strategic areas such as brand perception, customer experience and sustainability. Examples of recent focus areas include: exploring how customers engage with fashion rental, resale and repair; bringing customers food shopping behaviours to life to inform the design of our physical stores; measuring Selfridges’ brand health.

Using a combination of customer data, primary research and industry insights, the Senior Customer Insight Manager delivers impactful reports and presentations which drive action and provoke change, ultimately supporting Selfridges’ vision to reinvent retail.

This is a contract until next August 2024.

As an Insight Manager, you will: 

• Develop and build strong relationships with internal stakeholders throughout the business.
• Engage with stakeholders to understand their business challenges and insight needs, translating these into clear research briefs.
• Proactively identify opportunities for customer insight and support with prioritisation of activity and planning the team roadmap.
• Independently manage a number of strategic customer insight projects, recommending appropriate methodologies and suppliers.
• Support the Strategy & Insights Lead with the delivery of larger strategic insight projects.
• Conduct qualitative and quantitative research which enables a richer understanding of our customer base and segments within it.
• Ensure projects are delivered efficiently, on time, and provide a tangible return on investment.
• Provide customer insight on our brand health and competitive positioning to inform conversations on communications and media strategy.
• Manage relationships with research agencies and other third-party suppliers.
• Collaborate with internal teams (e.g., Procurement, Legal, Info Sec, Finance, etc.) to facilitate the on-boarding of third-party suppliers.
• Collate and analyse data from multiple sources to produce robust and insightful outputs.
• Combine evidence, customer understanding and commercial practicality to inform business strategy and decision-making.
• Inspire colleagues and stakeholders through creative and engaging deliverables and impactful storytelling.
• Develop and deliver communication plans to support the dissemination of insights amongst the wider community of stakeholders (e.g., through presentations, workshops, documents, etc.).
• Support business stakeholders in turning insights into action.
• Collaborate with the wider community of analysts within Strategy & Insight and in other departments such as CRM, Digital Operations, UX, etc.
• Represent Customer Strategy and Insights on cross-departmental working groups and squads.
• Champion the importance of and demonstrate the commercial benefit of customer insight throughout the business, helping to establish the Strategy & Insights team as a centre of excellence both internally and externally.
• Actively engage with external practitioners and research trade bodies to ensure we remain up to date with latest techniques and best practice.

The Ideal Candidate

• Experience in market research or customer insight on either the client or agency side
• Experience in qualitative approaches, discussion guide design, interview moderation and analysis
• Experience in quantitative research methods, questionnaire design, and data analysis
• Experience with using survey tools to build and deploy questionnaires
• Good working knowledge of Microsoft Excel, creating advanced formulae and charts
• Comfortable working with large and complex data sets to interpret trends and draw clear conclusions
• Capable of extracting insight from multiple sources to create compelling and coherent stories
• The ability to collaborate with and influence business departments and third parties

About the Company

Rewards and benefits 

Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary. 

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working

• Generous annual leave that increases with length of service 

• Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations 

• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies 

• Defined pension contribution scheme  

• Generous bonus and/or commission scheme  

• Enviable team member discount including sale previews and double discount days 

• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment 

• Subsidised gym memberships  

• Annual travel pass and cycle-to-work schemes  

• A sustainable car salary sacrifice scheme 

• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members 

• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance 

• Access to a wide range of training programmes to help your career development 

Read on to find out how you can play your part in Reinventing Retail… 

Everyone is welcome 

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.   

Our awards cabinet  

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times. 

Selfridges