Consumer Research Manager

Dunelm; Leicester, Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading homewares retailer in the UK seeks a skilled Insight & Analytics Manager to play a key role in transforming consumer insights into strategic actions. You will lead customer research projects, collaborate across all departments, and manage the Brand Tracker to ensure consumer needs are met. Ideal candidates should have experience in research methodologies and strong storytelling abilities. This role offers a competitive salary, bonus potential, and flexible hybrid working arrangements.

Benefits

Competitive Basic Salary

Up to 15% bonus

15% Dunelm Discount Card

Sample sales days

25 days holiday + additional days

Access to online retailer discounts

Flexible hybrid working

Qualifications

• Extensive experience in customer research and knowledge of various research techniques.
• Ability to present data and customer research engagingly.
• Experience managing multiple projects and stakeholders.

Responsibilities

• Lead and manage research projects independently.
• Manage the new Brand Tracker and provide insights.
• Partner with business areas to define research objectives.
• Utilize innovative research techniques for actionable insights.
• Manage various research tools and the consumer insight pack.

Skills

Customer research expertise

Storytelling with data

Project management

Strong communication skills

Collaboration

Job description

And there’s no feeling like helping people create the joy of feeling truly at home. At Dunelm, that’s what we do. We’re the UK's number one choice for homewares because we make home life lovelier for our customers. And the caring and supportive culture we've created makes this a place you'll feel right at home too.

We are the UK’s Number One homewares retailer offering c85,000 products building a consumer-focused total retail business that delights customers through our multichannel operation.

We are ambitious in our plans to drive further expansion of the business to more customers, shopping more frequently, with more choice, enhanced digital and physical services, and new capabilities to innovate and operate at pace in a fast-changing landscape. In developing the business for the long-term benefit of our customers, we are investing in our supply chain, stores and technology to improve the customer proposition as we move forward.

Are you looking to play a lead role in the Insight & Analytics transformation journey of a successful and fast-growing omnichannel retailer? It’s an exciting time at Dunelm, the UK’s biggest homewares brand, as we continue on our mission to be customer obsessed, this is an important role helping to bring our customer to life for our stakeholders, make sure they’re represented in business decisions by putting the customer at the heart of everything we do.

What you'll be doing:

• Lead & manage research projects independently, including identifying, briefing and managing external agencies to provide relevant and actionable consumer and market insight to teams across Dunelm
• Manage our new Brand Tracker, ensuring key campaigns, category performance and master brand performance are tracked and insights communicated to the relevant stakeholders
• Ensure our customer segments are represented across all relevant projects, providing clarity on target customer segments and actionable insights to guide our strategy
• Partner with all areas of the business to define research objectives to support strategic plans, providing expertise on methodologies to obtain the insights required to drive business strategy
• Ensure best practice is followed and that we are using innovative research techniques to drive unbiased, actionable customer insights
• Owning and managing the business wide bi-weekly consumer insight pack
• Management of various research tools including quick polls & survey platforms etc including dissemination of results
• Assist the Team Lead in setting up & management of a new customer panel & customer closeness programme
• Support Team Lead & designated analyst with CSAT programme management.

What we'll look for in you:

• You have extensive experience working in customer research, with an in-depth knowledge of different research techniques and experience of conducting primary research & managing 3rd party agencies
• A proficient and capable storyteller, able to combine data and customer research to present a comprehensive view of customer behaviour and preferences, presenting outputs in an engaging and impactful way
• Comfortable simultaneously managing multiple projects, agencies, and stakeholder groups
• Collaborative, creative, curious and customer focused, with a passion for making an impact
• Proactive and enthusiastic about leading, owning and continuing to build a valuable and high profile area of the business
• Strong communication and interpersonal skills, with the confidence and ability to talk to business partners at all levels

What is in it for you!

• Competitive Basic Salary
• Up to15% bonus
• Dunelm Discount Card of 15% (across our 100k+ products, including sale items!)
• Sample sales days exclusively for Dunelm colleagues
• 25 days holiday + Bank Holidays + 1 day for Birthday +1 day for Charity + 1 day off for moving house.
• Access to online discounts at various other retailers and organizations.
• Flexible hybrid working with a base in Leicester or London