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7 months ago
Wizz Air
Location: Hungary
Job type: Permanent
Sector: Operations
Category: Analyst Jobs

Customer Insights & Research Manager


Job Code:



Customer Insights & Research Manager

(based in Budapest)

Purpose of the position:

The Customer Insights & Research Manager reports to the Head of Marketing. The role’s primary responsibilities are

* to gather relevant customer insights and trends

* to provide the business actionable input and recommendation to improve products & services

* to support business in formulating overall marketing, communication and brands strategies and plans, and

* to share customer insights & trend learnings and conclusions across the organisation


Identify Primary & Secondary needs & sources of data:

* Understands internal stakeholders business objectives and needs.

* Identifies customer insights & trends information needed to provide strategic input to short and long-term marketing plans.

* Select and recommends the most appropriate external sources of data and research methodology and techniques needed to uncover customer insights & trends and based on sound understanding of business needs and priorities.

* Actively seeks, collect, synthetize and analyze customer insights & trends information from both primary and secondary sources that are already available (including online)

* Consolidates all external sources of customer insights & trends data.

Manages Research Projects

* Manages all external research efforts across the CMO organization.

* Supervises all research projects from the beginning of briefing out research agencies till the summary and internal deployment (lead, manage, execute, report).

* Takes a consultative approach with business partners; helps to articulate and prioritize information needs and translating business needs into ‘researchable’ objectives.

* Be accountable for projects and ensure they are delivered on time and within budget along with written reports and presentations.

* Lead both quantitative and qualitative research ongoing projects (like Brand Awareness, Customer Satisfaction) and adhoc projects (like FGDs, Price Perception).

* Makes business oriented recommendations.

Supports Business Decision Making with Actionable Recommendations

* Usees sound market research and analysis skills in supporting the CMO teams to make strategic decisions and provide input into key cross-functional projects. Ensures that conclusions and recommendations for all researches conducted are clearly communicated, shared cross-functionally.

* Synthesizes data from multiple sources and translates findings into actionable consumer insights and recommendations based on reports received from the research agencies.

* Develops and articulates new customer insights and ensures learnings are understood by the team.

· Tracks and analyses key customer segment trends on the core markets.

· Provides customer insight inputs into customer profile segmentation and Customer Journey Maps.

* Track, assess and reports brand health performance and its drivers based on various sources of researches, provides input to Senior Brand Manager via identifying key opportunities for differentiation and improvement.

* Provides customer insights input to future product development plans to Commercial teams.

Manage Research Agencies & Budget

* Recommends external agencies to use based on business needs.

* Recommends sustainable and efficient research agency set-up.

* Manages research budget efficiently and accurately.

* Identifies cost saving opportunities.

* Controls the cost associated with research agencies. Provides stewardship for existing agencies


* Completed university or college degree

* Minimum 5 years of professional working experience with a blue-chip, highly customer focused company in other fast growing sectors

* Minimum 5 years of fully fledged experience in research roles at either research agencies or research department

* Strong understanding and experience on research field how to uncover customer insights and trends

* A mix of research vendor/agency and client side experience is a plus

* Experience in working in a cross functional organization and multi-country operations

* Willingness to travel across Europe

* Proficient in developing high quality, reusable, and scalable analytics supporting a wide variety of customer and business outcomes

* Ability to work well under pressure ensuring tasks are prioritized and goals are met

* Has stamina, good presentation and communication skills

* Excellent written and verbal communication skills in English

* Strong analytical skills, confident with working with large data sets and drive actionable learnings and conclusions from those

* Result-oriented, persistent, dependable and consistent

* Proactive, willing to take initiative and shoulder responsibility

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