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Customer and Market Insights Manager - FTC - up to 12 months

About the role

This is an exciting opportunity to be the lead on all customer insight and market analysis activity within the business, working closely with key stakeholders to translate this insight and information into actionable outputs that have a positive impact on the business’ ability to develop and maintain a strong competitive advantage. This is a fixed term contract for up to 12 months to cover maternity leave.

Role Responsibilities

  • Champion the critical importance of customer and market insight throughout the business, and play a pivotal ambassador role in embedding this mindset within the organisation.
  • Develop and deliver a robust, but cost-effective, programme of future -looking research which provides timely and deep customer insight for each brand, and the overall portfolio and drives commercial actions shorter and longer term
  • Proactively liaise with key stakeholders across the business (e.g. marketing brand teams, B&M, UX etc) to share customer insights to enable the business to tailor and refine its activity to ensure it is relevant and pertinent to customers’ needs and wants
  • To develop and deliver an accessible suite of internal communications materials that provide the business with a common reference point for all current market research information and customer insight (e.g. bespoke reports; customer pen portraits; brand tracking information; customer satisfaction tracking; external information such as consumer confidence; industry reports such as BRC etc)
  • Take responsibility for ongoing external market analysis to allow the business to identify opportunities and risks relating to key market metrics (e.g. addressable markets, growth / decline in value of relevant sectors etc), as well as macro trends and shifts in consumer behaviour and attitudes. To communicate this information to the business in a timely and effective manner
  • Take responsibility for the business’ existing tracking programmes (e.g. Brand Awareness tracking, Kantar, NPS and customer satisfaction surveys) recommending and implementing improvements as appropriate
  • Support the on site customer journey through strategy development and implementation of customer focussed, SEO friendly taxonomy  & corresponding navigation methods  making clear recommendations for improvement to the Freemans First Taxonomy, filters and navigation– ensuring we are aligned with customer expectations and competitor standards.
  • Proactively keep abreast of new research technologies and methodologies to ensure that the business’ research techniques are as effective and efficient as possible
  • Responsible for intelligent budget management including identifying cost savings and opportunities for efficiencies
  • Develop strong inter departmental relationships and foster a collaborative working environment

About you

  • Proven experience in a marketing research environment at a senior level, holding relevant market research qualifications and professional memberships
  • Proven experience in both qualitative and quantitative research techniques and methodologies including gap analysis, design, procurement, briefing, facilitation and project management, trend analysis
  • Excellent knowledge of all appropriate external primary and secondary data sources and their potential application (e.g. Kantar). 
  • Strong analytical and interpretive skills to deliver meaningful outputs
  • Educated to degree level (2:1) or equivalent in a business or numerate discipline 
  • Strong interpersonal and relationship-building skills with key internal and external stakeholders to facilitate effective communication and teamwork
  • Outward looking, understanding the multi channel retail market
  • High level of drive and motivation
  • Ability to work under pressure to tight deadlines with high levels of accuracy
  • Strong written and verbal communication skills
  • Strong people management skills and experience
  • Able to commute to Bradford city centre 2 days each week

Why FGH?

Our staff enjoy competitive benefits including staff discount, generous annual leave, healthcare cash plan together with a vibrant, colourful, creative and flexible working atmosphere. With our competitive benefits, and supportive teams our staff enjoy helping us on our mission and benefit greatly from the challenges that come with working for a successful retailer.

About us

Freemans Grattan Holdings (FGH) is based in West Yorkshire and is part of the OTTO Group – one of the world's largest online retailers.

Home to familiar brands such as Freemans, Grattan and Kaleidoscope, we have over 100 years of experience. 

We're on a mission to help our customers live their best lives through a choice of quality basics, the brands they love and credible exclusive product supported by easy and rewarding ways to pay.

We offer excellent service and delivery seven days a week, with so much going for us - why not be part of the story.

We have over 600 UK employees working for us in various functions, including Marketing and Creative, Customer Experience, Warehousing and Logistics, Financial Services, Transformation, Buying and Merchandising, IT and Support Services. 

Our values of Resilience, Empathy, Ambition, Commitment, and Honesty underpin our vibrant and dynamic culture.

We're heading for some exciting and challenging places, so why not join us and be part of our vision to create a modern, digital retailer with powerful customer brandsexciting product and compelling financial services. 


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