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Customer Insight Manager

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Date: 29-Dec-2018

Location: Watford, Greater London, GB

Company: TJX Companies, Inc.

Variety and Challenge. Growth and Opportunity.

In the retail business, we move fast. We’re always adapting, evolving and innovating. And the fast pace brings variety and challenge, along with continued growth and opportunity.

Explore career opportunities at TJX, a Fortune 100 company and the world’s leading off-price retailer of clothing and homeware worldwide. Our retail chains include TK Maxx in the United Kingdom, Ireland, Germany, Poland, Austria and the Netherlands, as well as HomeSense and in the United Kingdom; TK Maxx in Australia; TJ Maxx, Marshalls, HomeGoods, Sierra Trading Post and Homesense, as well as and in the United States; and Winners, HomeSense and Marshalls in Canada. In 2018, TJX had over $35 billion in sales, more than 4000 shops and 249,000 Associates. As a retailer committed to growth, success is always in style at TJX!


Customer Insights Manager



This role will report into the Manager of Consumer Insight to strengthen a pan-European function which is responsible for championing the voice of the customer and ensuring that voice is clearly, accurately and consistently represented across multiple business functions.


As Customer Insights Manager you will develop the Insight function in the move towards more effectively embedding insight within the organisation and influencing a wide range of business stakeholders when it comes to decision-making – both strategically and tactically, long and short-term.


The European team covers six markets for TK Maxx and one for Homesense, with further plans to expand, and as a result, the successful candidate will need to build cross-functional networks to understand business requirements and the information that is required by the business to meet our key goals and priorities.


The role requires a strong understanding of customer attitudes and behaviour, and the successful candidate will be able to craft succinct and relevant stories, drawing on complex and multiple insight sources in order to champion the voice of the consumer.  The role will require both the identification of actionable insights/ recommendations as well as encouraging and supporting the implementation of these recommendations


Key Responsibilities will include

  • Management and development of our European Brand Research programme in order to deliver actionable insights that will influence our brand and creative strategy – to ultimately drive our customer penetration and increase our market share.
  • Development of our Customer Experience programme – moving it from an in-store only survey to a multi-channel, multi-customer-type programme.  Utilising the insights coming out of the programme to drive change in our brand experience by influencing key business partners.
  • Close collaboration with our US/ Canadian Insight teams to share advanced and innovative research techniques and to leverage efficiencies created by sharing research findings.


Key requirements

  • Previous experience within a market research agency and/ or working client side in an insight capacity.
  • Experience of managing both quantitative and qualitative research projects, and analysing quantitative data – including experience of/ previous exposure to continuous tracking studies.
  • Strong written and verbal communication skills – with a focus on taking complex findings and turning them into relevant and easy to understand insights.
  • Ability to utilise multiple sources of information to develop well-structured stories and recommendations to ultimately influence decision-making within the business
  • An additional European language will be an asset


What's In It For You?

As proud as we are of our past success, it’s our future that excites us most. We strive to provide opportunities for growth, recognition and a competitive salary and benefits package. Share our determination to think bolder and bigger, and be part of our future. Apply now.

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