Job Purpose

We are seeking a highly skilled and experienced Head of Customer & Market Insights to lead our market research and customer insights function . This role is pivotal in understanding customer behaviors, needs, and motivations, and translating these insights into actionable strategies that drive business growth. The Head of Customer & Market Insights will head the function, reporting directly to the Vice President of Marketing Strategy and Planning, and will work closely with cross-functional teams to ensure customer-centric strategies are integrated into all business operations.

Key Responsibilities

• Develop and implement comprehensive market research projects, including surveys, interviews, focus groups, and observational studies.
• Analyze customer data to identify patterns, preferences, and trends, and create detailed customer profiles and segmentation reports.
• Collaborate with marketing, sales, product development, and other teams to align customer insights with business strategies.
• Translate complex data into actionable strategies and techniques to drive business performance.
• Present insights and recommendations to senior management and stakeholders using statistical tools and software.
• Monitor and forecast market trends and competitor behavior to identify opportunities for growth and innovation.
• Ensure data accuracy and consistency by designing and implementing optimal processes and procedures for analytics employees to follow.
• Utilize online market research and catalogue findings to databases for comprehensive insights.
• Forecast and predict customer behavior and trends using predictive analytics.
• Develop and maintain a comprehensive customer insights dashboard to track key metrics and performance indicators.
• Coach the Customer & Market research team and foster a culture of development and coaching whilst coaching the marketing team and non fuel retail teams on embedding a customer first mindset.

Skills and Qualifications

• Bachelor's degree in Marketing, Business, Statistics, or a related field. A Master's degree is preferred.
• Minimum of 15 years of experience in market research, customer insights, or a related field.
• Proven track record in developing and executing market research projects and translating insights into actionable strategies.
• Strong analytical and data interpretation skills, with the ability to turn complex data into clear, actionable insights.
• Excellent communication and presentation skills, with the ability to convey insights and recommendations effectively to senior management and stakeholders.
• Strong collaboration skills, with the ability to work effectively across multifunctional teams.
• A champion for the customer, with a deep understanding of consumer behavior and market dynamics.
• Highly growth-oriented, with a passion for innovation and continuous improvement.
• Experience working in the Middle East, with strong regional market knowledge and insights.
• Strong relationships with media suppliers, digital publishers, and innovation partners.
• Proficiency in statistical tools and softwares.
• Knowledge of predictive analytics and machine learning techniques.
• Familiarity with data privacy and protection laws and regulations.
• Strong people management skills

Modern Knowledge and Evolution of the Role

• Artificial Intelligence and Machine Learning: Familiarity with AI and machine learning techniques to enhance data analysis and predictive modeling.
• Human-Centric Insights: Balancing AI-driven insights with a human-centric approach to understand the voice of the consumer.
• Synthetic Data: Utilizing synthetic data to augment traditional data sources and improve the accuracy of insights.
• Data Privacy and Security: Ensuring compliance with data privacy laws and regulations, and implementing robust data security measures.
• Continuous Improvement: Implementing continuous improvement processes to enhance the efficiency and effectiveness of the insights function.
• Strategic Alignment: Ensuring that insights and recommendations are aligned with overall business strategies and objectives.