Customer Intelligence Lead

6 days ago

Clayton, Australia William Adams Full time

 Customer Insights & Data Analytics
-  Customer Experience
-  CRM Data Management

With almost 100 years as a Caterpillar Dealer, William Adams has proudly made its mark. Together with Caterpillar, we've been there for customers - selling and servicing the best equipment in the world - on land, at sea, in construction, mining, and industry.
Right now, we’re on the search for a Customer Intelligence Lead to influence customer strategy and guide a small insights team, working within a data-rich organisation and supported by the global data capabilities of Caterpillar.
ABOUT THE ROLE
As our Customer Intelligence Lead, you will play an essential role in keeping our people, products, and services customer-focused. In this leadership role, you’ll manage a team of two while conducting research, analysis, and insight generation to better understand the customer journey and enable the wider business to meet the needs of both current and future customers.
Based in our head office in Clayton, you’ll be a key member of our Marketing team, leading a holistic approach to customer intelligence and overseeing CRM data management practices across the organisation.
**Your main responsibilities will include**:

- Lead and support a small team focused on customer insights and analytics
- Identify sales growth opportunities to drive sales and marketing plan generation
- Provide reporting, trend identification and customer engagement modelling for senior stakeholders
- Coordinate our customer satisfaction program, including the communication of results and recommendations for continuous improvement
- Ensure CRM database quality and accuracy in collaboration with Sales and Marketing teams
- Develop, understand, and utilise customer insight, customer experience and CRM tools to drive best practices company-wide
- Drive a strong understanding of the sales funnel management process and implement initiatives that embed customer intelligence thinking across the business

ABOUT YOU
You’re a naturally analytical thinker with a passion for turning data into actionable outcomes. You’re confident managing a team and enjoy working collaboratively across departments to influence strategic decisions and enhance customer experience.
**To be considered for this role, you will have**:

- A positive, team-focused approach with a leadership mindset
- Proven experience in customer insights, analytics, or CRM management
- Demonstrated ability to lead and develop a small team
- Strong analytical and problem-solving skills
- Superior computer skills (advanced Microsoft Office skills a must)
- Outstanding written and verbal communication skills
- Experience in a heavy machinery, manufacturing, automotive or similar industry is desirable

WHY WORK FOR US?
At William Adams, our people and their safety, health and wellbeing genuinely matter to us. We provide a supportive and welcoming culture and strive to create an engaged, diverse, and inclusive team.
It’s more than just a job We commit to recognising and rewarding you, as well as providing you with ongoing career and development opportunities to help you thrive and succeed.
We’ll offer you a competitive salary package, including an annual salary range between $110,000-$120,000, along with annual salary reviews. You will have access to exclusive discounts through The Hub, boasting partnerships with over 470 retailers including JB HI-FI, Woolworths, Flight Centre + more
Join our team of passionate professionals who embody our values of Integrity, Excellence, Teamwork, Commitment, and Sustainability.

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