HEAD OF MARKET AND CUSTOMER INSIGHTS

Because your new ideas are our way new ways of working. Evolve, your way.
The Primark Customer Function is the ultimate voice of the customer. Cheerleaders. Guardians of customer experience. With end-to-end ownership of the Primark brand across, markets, channels, and touch points.
As Head of Market & Customer Insights within the Customer Function, you will work seamlessly with teams across the business, supporting head office and in-market teams, playing a critical role in delivering our purpose, proposition, strategy, and values.
In this position you will lead two key pillars within the Primark Global Insights Team; Customer & Market Insights. The purpose of the role is to integrate Market intelligence, and Customer feedback to give a complete view of existing and future potential Primark customers to help achieve our business growth objectives; More shoppers, shopping more of Primark, more often.
As a new role within Primark, we are looking for an individual who can scope, develop and implement a Market & Customer intelligence strategy, establish ways of working, lead the team to high performing level and represent the voice of the customer within our business.

WHAT YOU’LL DO:

In your role, you’ll collaborate with different people across a range of skillsets. Here’s a flavour of your day-to-day:

• Be the voice of the customer within Primark. Build a 360 picture of who the customer is by integrating insight sources to give a single version of the truth.
• Partner across the business to bring the voice of the customer to the table and prove how taking customer informed decisions within the context of the wider market and consumers leads to commercial success.
• Design, develop and lead a Market & Customer Insight strategy, aligned to Primark’s growth objectives.
• Implement insight approaches that can scale internationally but be managed centrally.
• Lead the team responsible for each of the respective insight areas including:
• Market Insights: Insight on Primark’s performance within a competitive context
• Customer Insights: Oversee our “Tell Primark” CX programme and evolve it to meet the changing needs of the business
• Accountability for planning, resourcing, risk and issue management, budget management and vendor relationships.
• Lead a team of 3 (2 x direct reports)
• Identify key stakeholders, build relationships, understand business questions and the role insights can play in supporting decision-making.

Here at Primark, we want everyone to feel valued – so please bring your authentic self to work, of course with some other key experience and abilities for this role in particular:

• An expert with 10+ years experience leading insights teams focused on market and customer intelligence
• A thorough knowledge of the industry and the respective merits of different service providers and approaches.
• Established relationships within the industry and a strong network with other Insights professionals in agencies and client-side.
• Previous experience of designing and developing Insights teams in a client-side organisation.
• A strong people leader with the ability to coach, develop and motivate individuals and teams.
• Direct experience of using Market and Customer intelligence tools with the ability to evaluate and give a point of view on the efficacy of different tools.
• Strong experience in strategic planning, organisation, designing and implementing programmes and operating models that deliver the needs of a multinational business.
• Experience working with a geographically dispersed team and managing external vendors