Customer Research Analyst at Massmart

About the job
This role is responsible for conducting customer research and analysis across banners in Massmart Wholesale that provides useable insights to the business that inform decision making and drive measurable value.

Customer Research Design

•  Design research and analysis tools, techniques and methodologies, ensuring correct and appropriate application that meets the research objectives and will produce required value and insights.
•  Have an in-depth understanding of customer data dimensions and how these can be analysed and leveraged to produce insights and deliver value through research and analysis.
•  Use customer data as a means of predicting and/interpreting customer trends, needs and behaviours to provide feedback to business to inform decision making regarding marketing initiatives and supporting customer experience.
•  Where relevant, incorporate other data sets (e.g. product, pricing, promotions, location, finance etc.) to leverage more in-depth insights and enhance customer research and analysis.
•  Where relevant, work with data science, engineering and visualisation teams to enhance research output.

Customer Research and Analysis Execution

•  Translate customer data into meaningful information and business concepts that can be used to support business decisions which will positively impact customer behaviour.
•  Execute customer research and analysis (across banners and business units) to ensure research objectives are met.
•  Analyse large pools of customer data to identify trends, patterns, and correlations and understand and interpret findings to provide insights to relevant business teams, to seek areas of improvement and to provide solutions to problems.
•  Use appropriate reporting and data communication devices (graphs, tables, images, stats etc.) to ensure information is easily understood, where relevant.
•  Ensure on-time delivery of research and analysis milestones and outputs.
•  Ensure deliverables are approved by Customer Research & Analysis Lead where applicable.
• Customer Insights, Value and Decision-Making Support
•  Working closely with the Customer Experience & Insights team in banners, convert data into meaningful information and insights for end users that deliver value to the business as an outcome of customer research and analysis.
•  Assist relevant department in understanding the interpretation of results in order to enable improved decision-making regarding business objectives/campaign strategies.

Continuous Improvement

•  Understand and apply customer research and analysis leading practice, trends, innovation, and developments (including through engaging with external institutions, attending seminars etc., where relevant).
•  Stay abreast of and evaluate tools, techniques, technologies and methodologies that will produce required value and insights from customer research and analysis.
• Customer Research Operations
•  Work in a project-based environment by coming together with data scientist, data engineer/s and visualiser/s to address project specific analytical requirements.
•  Assist to develop and implement standard guidelines, policies, practices and procedures when developing research solutions.
• Ensure all research project success measures are defined up front with relevant business representative.
•  Manage all research project timelines to ensure on-time delivery.

Vendor Management

•  Manage relationships with key vendors to ensure operational excellence and cost effective delivery.
•  Manage key contracts.

Risk, Governance and Compliance

•  Pro-actively keep up to date with required legislative, governance and compliance requirements.
•  Ensure full compliance with global and local corporate governance, financial and statutory requirements.
•  Ensure compliance with established internal control procedures and authority levels.
•  Ensure that exposure to business risks are managed and mitigated through the adoption of effective actions and measures.

Teamwork and Self-Management

• Manage own career and skills development.
•  Participate in mentoring sessions by executives.
• Manage own performance cycle.

Relationship Management

• Engage internal customers and stakeholders and respond timeously to requests.
•  Build relationships within divisions, group and Walmart as well as key external stakeholders and service providers, as required.
• Proactively manage divisional relationships and expectations.

Minimum Academic, Professional Qualifications & Experience required for this position

Qualification:

•  Degree in relevant field (e.g. Marketing, Customer Insights, Data Analytics, Statistics, Consumer Sciences etc.)
•  Successful completion of one or more assessments in EXCEL or similar tool

Experience:

•  3–4 years’ experience in research and/or data analytics
•  At least 2 years’ experience must be related to customer research
•  At least 1 years’ experience in retail or FMCG industry preferable