Customer Insights Manager - 12 Month Contract

As the world’s number one distributor of heating, plumbing, industrial, and waterworks supplies, we know that talented people are essential to maintaining our success in the future.

Wolseley Canada provides an environment where employees can take their skills, talents, experience and interests to the next level to grow professionally and build rewarding careers.

Wolseley Canada offers many challenging and diverse career opportunities in our local branch networks and throughout our Regional and Corporate offices across Canada.

We are driven to achieve results, collaborate with each other to determine the best course of action, hold ourselves accountable at all times and demonstrate resilience when new challenges come our way.

Does this sound like you? Do you want to make a difference and grow your career? If so, then come join our talented and high performing team.

Customer Insights Manager – 12 Month Contract

Customer Insights are crucial to gaining a competitive advantage. The ideal Customer Insights Manager must be detail oriented, have a curious nature and a passion for data, but most of all they must possess four key qualities.

• Technically skilled– skilled in managing big data, recognizing patterns and identifying themes.

• An adept problem-solver– the ability to find creative ways to leverage data to generate solutions.

• A curious mind– asks questions and has an innate curiosity to explore new possibilities and uncover knowledge.

• Empathetic and customer-centric– the ability to put yourself in the customer shoes to ensure the best possible customer experience.

The work involves determining how to gather relevant data about customers and potential customers through market research, collecting the data and breaking it down in a meaningful way for the business. By analyzing both quantitative and qualitative data, a customer insights manager helps the business understand what motivates customers, whilst leveraging this data in support of business initiatives and strategies and identifying areas of unmet customer needs. Customer data tells a compelling story, and the customer insights manager must be able to tell this story in different ways for different audiences.

General areas of responsibility include developing and implementing customer driven projects and research; conducting market research; and identifying, measuring and predicting current and future customer trends. The customer insights manager also works with outside consultants on projects related to the customer experience. The customer insights and experience team work closely across all business functions,

KEY RESPONSIBILITIES

• Plan, design, execute and analyze more complex customer and market research studies; prepare forecasts, reports, and recommendations so that senior management has accurate and timely information for making decisions.

• Plan, prioritize, and manage research projects within established budgets and deadlines.

• Develop, communicate and implement the strategic priorities of the Customer Insights function.

• Identify new customer opportunities; analyze competitor activities; or evaluate the success of the organization’s marketing, advertising and sales campaigns.

• Manage data quality and ensure actionable uses organization-wide.

• Survey writing, data collection and analysis (Qualtrics / Medallia / Tableau / Power BI knowledge a plus)

• Customer data clean up, organization and management

• Manage Customer Insights content and data on Wolseley’s internal website

• Prepare monthly reports

• Perform various customer related marketing duties, which may include updating location listings on Google My Business and Mapply, maintaining databases and customer related documents, and provide solutions to customer issues and reviews via phone, email or on social media

QUALIFICATIONS

• Post-secondary education plus a minimum of five (5) years related experience or the equivalent combination of education and experience

• Superior analytical and problem-solving skills

• Advanced skills in Microsoft Office software including Excel, Word, PowerPoint, Visio and Adobe Creative Cloud a major plus

• Ability to work cross functionally within the organization as well as with customers

• Excellent interpersonal skills with demonstrated success working in a team environment

• Professional presence: ability to communicate effectively via phone & email.

• Ability to develop and deliver effective presentations to groups

• Highly organized in prioritizing work, multi-tasking and thrive in a fast-paced environment
  

Wolseley Canada

Globally, Wolseley is the world’s largest trade distributor of plumbing and heating products and a leading supplier of building materials. In Canada we are the country’s largest national trade distributor of plumbing, hydronic, HVAC/R and PVF products and solutions.

We are the professional’s choice due to our:

• strong buying power and relationships with the best vendors and brands in the business

• advanced distribution network

• robust e-commerce platform

• national team of experienced customer service experts
  
  

Our customers include professional contractors, retailers and industrial users. We have a network of over 220 branches coast-to-coast, over 2,600 employees and a national team of sales and service specialists. We are known for our knowledge, dependability and expertise which our customers have come to rely on for their ever-changing needs.

Our continued growth as an industry leader depends on hiring the best talent and Wolseley Canada is committed to supporting the successes and development of our employees.

We are an employer of choice through our:

• Career development and training opportunities

• Sustainable profitability and long-term growth strategy

• Commitment to excellence in serving all customers

• Company values – We act with integrity, drive for results and value our people

• Culture that challenges the status quo, seeks innovation and new opportunities

• Competitive benefits and discounts on top brands of plumbing and HVAC/R products

• Recognition of the importance of sustainable living; as such we are committed to supporting sustainable products for the preservation of our natural resources

• National sponsorship of Special Olympics Canada

• Proud support of Habitat for Humanity