Senior Manager Research and Insights
You are Responsible for
Institutionalising Customer Centricity and the be the Custodian of Customers at the Flipkart level for the BUs you will be managing (Mobile, Large Appliances, Grocery)- Market Research and Analysis - Conduct comprehensive market research to identify emerging trends, competitive landscapes, and opportunities for growth, existing consumer triggers and barriers.
o Help identify Sources of Growth. Track the Customer sentiment via BHT, NPS, CSat etc
- Performance Measurement: Be the torch bearer of the customer voice, be the customer custodian. Establish key performance indicators (KPIs) and metrics to measure the success of products and offerings on platform, marketing initiatives Mind Measures, Consideration, CVP and BIP tracking vs competition.
o Study the offline behaviour / Mystery Audits to track the offline practises and create Selection and pricing Benchmarks.
- Connecting the dots and story telling across different internal and external sources for developing a comprehensive view for the org.
- Co- own & Co Partner Collaborate with Categories, product, and marketing teams to provide insights that drive product innovation and on and off platform campaigns. Work closely with data science and analytics teams to develop advanced models and forecasting tools. Action planning with Category and co-owning AIs to show impact.
o Identify the customer segments and their triggers and barriers. Repeat same for brands and identify white spaces for Marketing interventions.
- Strategic Thinking - This role will play a pivotal role in shaping the strategic direction of the charters by leveraging internal and external data and market trends to provide actionable insights, aligning it with the overall business goals.
o Drive ON growth via sharper CVP and targeting.
o Drive sharper product changes in affordability constructs towards building ease of comprehension, benchmark vs Offline and other players in the ecosystem.
o Competition benchmarking to identify areas of strengths and weaknesses/ best practices.
- Customer Experience Enhancement: Identify opportunities to enhance the overall customer experience through data-driven insights and feedback. Help drive strategies to improve customer satisfaction / NPS and Consideration and loyalty and track the impact.
- Build ways of optimising the budget vs ROI.
To succeed in this role you should have the following
This position requires a researcher who can blend analytical & Research prowess with strategic thinking to guide decision-making across the organization.- Stakeholder management, collaboration
- Strategic thinking an thought leadership.
- Bias for action and agility is essential
- Problem solving with a customer centric view
- Understanding of global of the global research and insights practices across qualitative, quantitative and digital
- Strong research skills - qualitative and quantitative and the ability to derive insight and action plans based on data and business reality
