Senior Manager: Customer Insights

Absa is committed to creating an inclusive workplace where everyone can thrive. We are an equal opportunity employer and welcome applications from suitably qualified individuals from diverse backgrounds. In support of our Diversity, Equity, Inclusion and Belonging (DEIB) commitments and Employment Equity objectives, preference may be given to candidates from underrepresented designated groups, including persons with disabilities. We encourage applicants who may require reasonable accommodation during the recruitment process to let us know so that appropriate support can be provided.

Job Summary

To develop tactical strategy and delivery plans, formulate associated practice/s and to ensure operational implementation and adoption i.t.o. customer insight methodology, governance and delivery objectives.

Create relevant and impactful Customer insights

Proactively research and develop recommendations based on market trends, competitor offerings and global best practices as it relates to Customers, Products and Channels.

Use data to prove or disprove scenarios as defined through customer hypotheses and produce insight reports, integrating primary and secondary sources as relevant

Oversee the Development of Market Insights: Determine the provision of in-depth customer focussed, goal-oriented insights and informatics that will drive/enable value creation, decision making and customer management.

Determine the provision of detailed localized insight reports to cross functional stakeholders informing an appropriate business approach to their operating environment - these include Channel, Operations, other BUs based on latest and dynamic local holistic customer / consumer insights

Provide ongoing intelligence which informs business planning and: Translate market potential back to internal customer base, using all dimensions to do qualitative and quantitative opportunity assessment from a customer/channel and product perspective.

Formulate detailed segmented and consolidated fact bases, down to a regional profile influencing customer experience targets and solutions.

Review the Retail Customer MTP Serving: Ensure the construction of adequate intelligence to conduct formalised reviews of the portfolio on at least an annual basis.

Reviews to cover at least operating margins, customer profitability, market share, return on invested capital, market growth rates and potential, cash consumption rates, brand value, product pipelines and sustainability.

Develop comprehensive recommendations on strategic changes required to position the business for continued growth.

Governance and Control: Ensure that the defined engagement model and business rules are implemented and adhered to and where necessary corrective actions are implemented.

Ensure that processes, control requirements and risk management frameworks that impact the area are documented and understood by all members of the team.

Stakeholder engagement: Build strong relationships with internal and external stakeholders by provided expert advice to Business’ senior management teams with regards to key customer insights and analytics.

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)