Customer Insights Analyst

6 months ago

Melbourne, Australia Nandos Full time

You may know us as the home of PERi-PERi chicken, but we’re a people-first, chicken-second kind of place. At Nando's you'll be part of a diverse and inclusive workplace where you're encouraged to bring your whole self to work.

We make sure our teams have a great time at work, but we're still serious about serving fresh, delicious food and developing our Nandocas (that's what we call our staff).

Pride, Passion, Courage, Integrity and most of all, Family are the values we live by at Nando's. If these values inspire you, then you've come to the right place

Objective

The role of the Customer Insights Analyst is to bring consumer behaviour to life, provide the business with customer insights, spot opportunities to increase sales and report delivery of the customer experience strategy. You will be working extremely closely with our marketing team, whose primary role is to generate demand, create excitement and nurture love for our brand.

If we do our jobs well, we can help drive more investment in our purpose, in changing lives together, and helping to change the lives of thousands of young people in Australia and across the world.

This role acts as a support to the Finance Manager, Strategy and Insights with a dotted reporting line through to the Head of Digital and Loyalty.

PRINCIPLE RESPONSIBILITIES:

- Dive into available customer data sources within the Nando’s Datawarehouse to provide automated reporting on Customer Behaviour to the Nando’s ANZ Business
- Provide detailed insights into the motivations, and experiences of the customer and help the business understand drivers of behaviour and transform raw data into actionable, value-adding insights and recommendations.
- Take ownership of all data reporting and recommendations in Martech platforms to partner with the digital team to drive significant business growth.
- Take Ownership on all customer and digital data requests across the business and provide stakeholders with accurate, and timely analysis and insights to business questions.
- Clearly convey pivotal campaign insights and actionable recommendations to stakeholders, encouraging data-driven decision-making to enhance campaign outcomes.
- Display innovation in presenting data findings, tailoring presentation style according to the audience's requirements.
- Develop campaign and commercial analytics which support the continuous improvement and innovation within marketing initiatives.
- Implement automation of data flows and campaign activity wherever possible to increase efficiency, reliability and accuracy.
- Collaborate with the wider marketing team as the knowledge owner for customer and digital data.
- Improve the overall data quality and data access for the marketing team.
- Using real time insights to find tangible actions that will deliver sales or CX improvements.
- Develop and manage the Sales and Customer experience metrics against agreed KPIs and Nando’s strategic goals
- Add value to the development of the digital experiences, that not only represents the Nando’s brand and values but drives sales (through repeat purchase or additional items per transactions)
- Monitor and evaluate competitor activity and trends. Recommend actions to ensure Nando’s is ahead of the competitive set and allowing Nando’s to gain strategic advantage for growth with best practice customer driven data insights
- Champion best practise within the Marketing department and constantly look to improve processes and procedures
- Effectively contribute or provide relevant data and insights to Nando’s internal working and project groups as required to lift the business acumen and drive data based decision making.
- Stakeholder management, especially within the Marketing and finance teams. This role will be a conjugate into the marketing team and building a trusting relationship with clear communication will be key to help communicate insights, share ideas and drive the best practice customer experiences.

KEY PERFORMANCE INDICATORS:

- Create and maintain voice of the customer reporting and other reporting or insights as required.
- Maintain effective working relationships key stakeholders and business partners
- Delivery of agreed initiatives on time and in full
- Achievement of agreed Business and Marketing Plan targets (Sales, profit, transaction count, average ticket price, market share, brand health measures)
- Living the Nando’s Compass values

KEY VALUES & BEHAVIORS FOR SUCCESS:
From day 1 and every day all Nandocas will be part of our diverse and inclusive family that encourages and supports everyone to be their best.

We achieve this by living our values and behaviours.

Pride
- We love our PERI-PERI chicken
- We work together to succeed

Passion
- We are positive and enthusiastic
- We love what we do

Courage
- We speak up for what you believe in
- We love a challenge
- We try different things to improve performance and are not afraid of failure

Integrity
- We take responsibility
- W

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