Dunelm
Consumer Research Manager
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Home. There’s no place like it.
And there’s no feeling like helping people create the joy of feeling truly at home. At Dunelm, that’s what we do. We’re the UK's number one choice for homewares because we make home life lovelier for our customers. And the caring and supportive culture we've created makes this a place you'll feel right at home too.
We are the UK’s Number One homewares retailer offering c100,000 products building a consumer-focused total retail business that delights customers through our multichannel operation.
We are ambitious in our plans to drive further expansion of the business to more customers, shopping more frequently, with more choice, enhanced digital and physical services, and new capabilities to innovate and operate at pace in a fast-changing landscape. In developing the business for the long-term benefit of our customers, we are investing in our supply chain, stores and technology to improve the customer proposition as we move forward.
Are you looking to play a lead role in the Insight & Analytics transformation journey of a successful and fast-growing omnichannel retailer? It’s an exciting time at Dunelm, the UK’s biggest homewares brand, as we continue on our mission to be customer obsessed, this is an important role helping to bring our customer to life for our stakeholders, make sure they’re represented in business decisions by putting the customer at the heart of everything we do.
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What you’ll do:
- Lead & manage research projects independently, including identifying, briefing and managing external agencies to provide relevant and actionable consumer and market insight to teams across Dunelm
- Manage our new Brand Tracker, ensuring key campaigns, category performance and master brand performance are tracked and insights communicated to the relevant stakeholders
- Ensure our customer segments are represented across all relevant projects, providing clarity on target customer segments and actionable insights to guide our strategy
- Partner with all areas of the business to define research objectives to support strategic plans, providing expertise on methodologies to obtain the insights required to drive business strategy
- Ensure best practice is followed and that we are using innovative research techniques to drive unbiased, actionable customer insights
- Owning and managing the business wide bi-weekly consumer insight pack
- Management of various research tools including quick polls & survey platforms etc including dissemination of results
- Assist the Team Lead in setting up & management of a new customer panel & customer closeness programme
- Support Team Lead & designated analyst with CSAT programme management
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What we are looking for in the candidate:
- You have extensive experience working in customer research, with an in-depth knowledge of different research techniques and experience of conducting primary research & managing 3rd party agencies
- Strong experience of tracking studies – in addition to managing the day-to-day you can demonstrate utilising tracking data to support business decisions and the ability to blend tracking insight with other data sources (i.e. customer data / ad hoc research projects)
- A proficient and capable storyteller, able to combine data and customer research to present a comprehensive view of customer behaviour and preferences, presenting outputs in an engaging and impactful way
- Comfortable simultaneously managing multiple projects, agencies, and stakeholder groups
- Collaborative, creative, curious and customer focussed, with a passion for making an impact
- Proactive and enthusiastic about leading, owning and continuing to build a valuable and high profile area of the business
- Strong communication and interpersonal skills, with the confidence and ability to manage stakeholders at all levels
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