Consumer Experience & Insights Manager

Seeking for a leading global premium brand a

Consumer Experience & Insights Manager.

The company is committed to excellence, innovation, and sustainable growth, developing high-quality products and services that enhance customers’ daily lives with a focus on design, technology, and corporate responsibility.

Job Title: Consumer Experience & Insights Manager

Department: Marketing

Reports to: CMO (Chief Marketing Officer)

Main Purpose of the Job

Collect, combine, and translate data on customers, consumers, prospects, market, and competition (B2C and B2B) to support decision-making across the entire market organization.

Develop the consumer journey strategy (including brand positioning across all touchpoints), ensure execution across channels and CC&S, and partner closely with the organization to align on a unified omnichannel vision for customer experience.

Continuously improve the consumer experience from acquisition through onboarding and retention, to drive customer satisfaction and deliver strong business outcomes.

Key Responsibilities

1. Collect, Combine and Analyze Insights

• Collect and integrate internal and external data (market trends, consumers, competitors, channels, campaigns)
• Maintain up-to-date and reliable data sources
• Perform deep-dive analyses (e.g., segmentation for B2C/B2B, regional and sales channels)
• Deliver forecasts and actionable insights
• Advise on appropriate analyses, processes, and research activities

2. Develop and Execute Consumer Journey Strategy

• Design the consumer journey strategy and brand positioning in line with global frameworks
• Leverage insights to define acquisition, onboarding, and loyalty strategies for B2C
• Formulate recommendations for B2B journey strategies and CRM plans
• Execute onboarding and loyalty plans for B2B
• Contribute to marketing and CC&S strategy through consumer insights and prioritization

3. Drive Continuous Improvement of the Consumer Experience

• Analyze and optimize the omnichannel consumer journey
• Implement initiatives to improve and ensure consistency across all touchpoints

4. Provide Insights and Strategic Support

• Deliver analyses, extract insights, and provide recommendations for strategic decisions
• Support business initiatives by translating data into actionable plans
• Define and report KPIs to stakeholders, sales channels, and HQ

5. Safeguard Data Quality & Privacy

• Act as the main point of contact for data quality and privacy
• Ensure GDPR and third-party compliance
• Monitor and improve data quality, accessibility, and accuracy
• Implement plans to enhance customer data quality

6. Management Team Responsibilities

• Support business results through tactical and operational decisions
• Develop and lead initiatives to achieve KPIs
• Manage budget, investments, and cost efficiency
• Collaborate cross-functionally for continuous improvement

7. People & Performance Management

• Attract and retain talent
• Foster teamwork, professional growth, and knowledge sharing
• Set clear performance goals and monitor progress
• Build and maintain a positive, safe, and motivated team culture

Key Performance Indicators (KPIs)

• Average consumption, activity rate, net customer loss rate
• Timeliness and accuracy of insights
• Strategic alignment, new member acquisition, churn rate
• Consumer satisfaction and complaints
• Data quality and GDPR compliance
• Stakeholder satisfaction

Qualifications & Experience

Education:

• University degree in Quantitative Marketing, Commercial Studies, or Mathematics/Statistics/Econometrics

Professional Experience:

• Minimum 8 years as Product or Brand Manager with strong CRM, business development, or commercial offer experience
• Excellent business acumen
• Proficiency in analytics tools (SPSS/SAS, Cognos, SQL)
• Experience with direct-to-consumer programs and CRM is a plus
• FMCG mindset and experience working with consumer insights/business intelligence
• Experience in project management of complex projects and managing external agencies
• Knowledge of design thinking is an advantage

Leadership & Core Competencies

• Strong analytical and strategic thinking
• Able to energize and engage teams
• Effective at enabling results through others
• Skilled in coaching, developing, and influencing with integrity
• Courageous, proactive, and adaptable to change

Please send your CV in English to: [email protected]