Head of Customer & Market Insights

MISSION

The Head of Customer & Market Insights plays a critical role in driving data-driven decision-making across the organization. This position is responsible for:

- Leading market research & customer insights to support brand marketing, enhance customer experience, and optimize product positioning.

- Providing strategic insights, identify market opportunities, and support the expansion of new business verticals.

This role ensures that customer and market intelligence translates into actionable business strategies, strengthening both brand marketing efforts and future business innovations.

RESPONSIBILITIES

1. Market Research & Customer Insights

Lead end-to-end market research projects (qualitative & quantitative) to support brand marketing strategies.

Analyze consumer behavior, purchasing trends, and brand perception to enhance brand positioning.

Track customer satisfaction, NPS (Net Promoter Score), and segmentation trends to refine marketing strategies.

Leverage AI-driven analytics tools to generate real-time consumer insights.

Provide strategic recommendations for marketing campaigns, customer engagement, and brand storytelling.

2. Business Intelligence & New Business Strategy

Act as a strategic partner to New Business Heads, providing insights on market dynamics, customer demand, and competitor landscapes.

Identify growth opportunities, emerging trends, and white-space markets to support new business development.

Design and execute feasibility studies for new product launches or market entries.

Develop data-backed go-to-market strategies, helping business units mitigate risks and optimize investments.

3. Competitive & Industry Intelligence

Continuously monitor competitor movements, industry shifts, and emerging business models.

Provide benchmarking reports to highlight key differentiators and market positioning gaps.

Build forecasting models and predictive analytics to anticipate industry changes.

4. Cross-functional Collaboration & Data-Driven Decision Making

Partner with cross-functional teams to ensure that insights are embedded into decision-making.

Develop interactive dashboards & reporting systems to provide leadership teams with real-time business intelligence.

Translate complex datasets into clear, actionable insights for both short-term tactical plans and long-term strategic growth.

5. Team Leadership & Innovation

Lead a high-performing research & analytics team, fostering a culture of data-driven innovation.

Ensure the adoption of cutting-edge research methodologies, AI-powered analytics, and digital tools.

Champion a customer-first mindset within the organization.

Education & Experience:

Bachelor’s or Master’s degree in Marketing, Business, Data Science, Economics, or a related field.

Minimum of 8 years of experience in market research, customer insights, or business intelligence, at least 2 years in a similar leadership role.

Experience in retail, luxury, lifestyle, or FMCG industries is highly preferred.

Skills & Competencies:

Strong expertise in market research methodologies, customer segmentation, and brand analytics.

Proven experience in data analytics, competitive intelligence, and business forecasting.

Strategic thinking and problem-solving skills, with the ability to connect data insights to business decisions.

Strong business acumen with experience in new market entry strategies & business model evaluation.

Exceptional storytelling and presentation skills to communicate insights effectively to senior stakeholders.

Leadership experience in managing and developing research & analytics teams.

Proficiency in Power BI, Tableau, SQL, Python, Google Analytics, and AI-driven insights platforms.

Preferred Qualifications:

Experience working closely with new business teams or corporate strategy units.

Knowledge of AI applications in customer insights and market forecasting.