Customer Insights and Experience Manager


Mitre 10 (NZ) Limited has been in the New Zealand market for more than 40 years, and in that time, has developed a reputation that is synonymous with excellence, becoming the country’s leader in the home improvement market – helping NZers get it done right!

This is an excellent opportunity within our Marketing team for nine months, due to parental leave.  The customer and market insights provided by this role will help to inform Marketing and broader business strategy, input into the development of the end to end brand experience, inform our loyalty programme and customer relationship management strategy, embed and champion Mitre 10’s customer segmentation across the business and work with other Marketing stakeholders to drive greater media efficiencies. Mitre 10’s journey to becoming truly customer obsessed has begun and this role will be critical to the driving of relevant customer insights and analytics into the business to ensure the customer is at the heart of all decision making.

Key areas of focus include drawing intelligence from multiple data and research sources, and the use of analytic techniques, in conjunction with third party partners, to provide actionable insights. The role will demand a significant focus on the continued development of our customer loyalty and rewards programme, as well as, the completion and embedding of Mitre 10’s customer segmentation.

The fixed term, parental leave role will also work with the wider Marketing team to develop a culture of strong analytics capability within the department and oversee campaign delivery and management to drive greater efficiencies and continuous improvements, as well as, playing an integral role in the strategic annual marketing planning cycle.

This is your opportunity to join the award-winning Marketing team of a $1.5 billion NZ-owned company!

Reporting to the GM Marketing, you will need:

  • Strong analytical experience in a marketing or related field, with the capability of converting customer and transactional data into actionable insights;

  • Experience managing quantitative and qualitative customer research projects

  • Confidence working with data, market and segmentation models;

  • Management of CRM platform or complex communications programme, and ability to integrate multi-source data to create a single customer view; and

  • Ability to work with and create dashboard metrics.

To be successful in this role you will have significant retail/service marketing experience, excellent communication skills with the ability to engage effectively with key stakeholders, be able to convert information into actionable customer-focused plans and be able to see things differently and embrace change, while always driving for results through effective planning and problem solving.

If this sounds like you, please forward your CV and cover letter, including salary expectations via this website NOW.

N.B. This is a fixed term parental leave role – ideally April 2019 – February 2020

Permanent Full Time, Contract/Temp

Job no: SC 19C_CIEM

Location: North Shore - Support Centre (Head Office)

Closing Date: Sunday, 17 March 2019