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Customer Insights Manager

Total Tools - Melbourne, VIC

Source: uWorkin


Who we are

For 30 years, Total Tools has operated as the ultimate tool shop delivering the right tools and advice for our customers who are building the future. We are the first choice for trade quality tools and best of all, the majority of our 88 nationwide stores are locally owned and operated.

In 2020 we were proud to join the Metcash group alongside brands such as IGA, Mitre 10 and Home Timber and Hardware (just to name a few!). While continuing to operate as separate entities, we're working together on opportunities that generate long-term growth and value for the independent sector. Join us, and you are joining the biggest and the best in the industry.

Independent business working together - what an exciting journey ahead. All that is missing is you!

The Role:

As the Customer Insights Manager you will collect, process, analyse and evaluate customer data to learn customer behaviour and preferences to help shape strategic and tactical business decisions.

You will be responsible for:

  • Provide insights on the marketing / sales funnel across the online and bricks and mortar business
  • Use data to identify new initiatives to expand and retain customer base.
  • Use CRM analytics to report key metrics around evaluation, proposal and implementation of new and exciting metrics that allow the business to better understand customer journey.
  • Use customer data to model and tune our customer segmentation models.
  • Analyse the results of promotions and provide recommendations to increase the effectiveness of advertising and store execution
  • Providing innovative analytical insights to drive improvements to customer experience
  • Identify opportunities to drive profitability, growth and omnichannel customer engagements
  • Providing data solutions, tools and capabilities to enable analysis of human-centred design solutions
  • Consulting with key stakeholders to establish performance outcomes and measures for key customer metrics

What you will bring:

  • At least 2 years’ experience in a similar role, and extensive knowledge and experience using CRM systems for reporting. (e.g Emarsys / Adobe / MS Dynamics / Hubspot etc)
  • Proven experience in supporting CRM and Digital Technologies or similar (Customer Data platforms, Marketing technology)
  • Extremely experienced with Excel
  • Proven track record of delivering campaign insights based on analytics

Our operating model is one that respects and invests in our team and customers. We live by our values - one team, own it and get it done, customer first and be the difference.

If you want to join the Total Tools team, apply today.

Total Tools is a proud equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All hiring decisions are based upon skills, qualifications and merit.

Only applicants with valid working rights in Australia will be considered for this position.