Reporting to the General Manager – Customer Experience, the Customer Experience Insight Manager at Jet2.com and Jet2holidays will lead an in-house team to use insights to gain an even stronger understanding of our customers.
This is a vital role which will manage the development, delivery and communication of high-profile, regular feedback programmes like Mystery Shop and Customer Satisfaction. You will be responsible for a significant budget and making sure that the spend is accurately recorded and return on investment (ROI) is continually maximised. As the day-to-day business lead for Customer Insight, this role will manage the team’s workload and ensure reports are delivered accurately, on time and give relevant insight to the business, including highlighting key levers affecting business performance. You will lead by example and put plans in place for your team to develop their skills in line with the wider Marketing Management Team. This is a leadership role within Marketing, and you will act as the voice of the customer, inspiring passion for consumer understanding and helping to champion its role in driving growth.
In addition, you will own and develop relationships with key external suppliers, internal operational and commercial stakeholders and be the point of contact for ad hoc research requests.
The successful candidate will thrive in a fast-moving environment and have extensive experience in quantitative and qualitative market research, either from an agency or client-side, with a passion for customer insight. You will be an excellent communicator, comfortable presenting to senior management and able to translate data into an engaging story that adds value to commercial decisions. You will be a proven people manager with strong analytical and insight skills, with experience of managing a budget and a ‘can do’ attitude.
In return, we offer an excellent salary and benefits package with fantastic opportunities for progression in a growing business.
This is a great opportunity to be part of an exciting forward thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 9 UK bases.
Help us to send our all-important customers on holiday with Jet2.com and Jet2holidays!!