Senior Insights Manager Customer Advocacy and Growth

 Coles Supermarkets  Hawthorn East 

Requisition ID: 32019 

Employment Type: Full time 

Good things start here

This could be the very first step towards an exciting new career with us – a fresh beginning. At the Coles Group, these are moments we live for.

Starting good things is what drives our purpose: to sustainably feed all Australians so they can lead healthier, happier lives. With a team of 120,000 people and an iconic portfolio of Australia’s most trusted brands, we’re perfectly positioned to turn a promising start into a whole lot more.



About the role

As one of biggest brands in Australia, we connect with over 19 million people each week. Whether it’s innovative in-store design, creative omnichannel storytelling, or thunderclap advertising that reaches 98% of Australians, our Customer Insight team play a pivotal role in driving our brand forward, helping our customers lead healthier and happier lives, and building the trust and reliability we’re known for.


As a result of the increasing customer focus within the business we are growing the Customer Insight team and have a number of exciting opportunities across a variety of roles.


The Customer Advocacy and Growth team is central to facilitating customer obsession at Coles.  Leading a team of four, you will lead the use of Coles’ Voice of Customer program, identify key priorities for Coles to achieve its customer objectives and work cross-functionally to ignite customer centric decisions.   We’re looking for someone that is steadfast in their passion for great customer outcomes and will propel that passion across Coles.



What you’ll be doing

Reporting to the Head of Customer Behaviour, you will champion customer needs in a fast-paced commercial environment.  You will partner with technical analysts and researchers across the broader insights team to aggregate a central customer narrative as well as lead your team to identify key insights and engage teams across the business to address customer opportunities.    


In this role you will:


  • Oversee requirements for the Coles customer advocacy measurement program, ensuring Coles is utilising best-in-class Voice of Customer tools and technologies, working with technical internal teams and external partners to upgrade and advance our capabilities where required.
  • Utilise data, research and insights to lead Coles’ understanding of customer, market and competitor trends impacting Coles’ customer advocacy and market position
  • Develop and communicate clear customer priorities across Coles including the implementation of return-on-investment analysis of customer experience initiatives and support prioritisation of change initiatives to drive customer advocacy (NPS)
  • Lead cross-functional engagement to align the Coles business behind customer trends and direct different business areas on customer priorities
  • Govern customer advocacy reporting, ensuring relevant and high quality outputs delivered on a weekly, monthly and quarterly basis
  • Lead a highly engaged and coach upskill team members to meet team and individual objectives



Good things you’ll need


  • An insights expert, you have 8-10+ years in research, analytics or customer experience roles where you led best-in-class Voice of Customer programs and used insights to transform the customer experience.
  • A customer champion, you immerse yourself in the insight and can effortlessly translate customer data into a meaningful and actionable story
  • A story-teller, you can engage and activate a plethora of stakeholders to drive customer obsession across Coles
  • A collaborator, you work with people in and outside your team to achieve the best outcomes
  • An influencer, you can steer peers and senior leaders to think differently and place the customer at the centre of initiatives and decisions
  • A skilled people leader, you have a track record of leading successful teams and developing talent
  • A curious thinker, you are fascinated about people, what they buy, how they shop, what they eat what they think about, you are constantly interested in what our customer are doing in and out of our stores.


Why Coles?
We’re committed to making this a great place to work, from day one. From flexible working arrangements to discounts across all our internal brands (including 5% off at Coles supermarkets!), there are plenty of reasons to love working here. Explore all this and more at our Coles Careers website.

Coles Group is an endorsed employer for all women. See our range of benefits and policies directly at WORK180: Coles Group – Work180 Endorsed Employer

For everyone who shares our passion
We encourage applications from people of all ages, nationalities, abilities and cultures – including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people living with disability. We’re happy to adjust our recruitment process to support accessibility needs – so reach out to us at www.careers.colesgroup.com.au > Careers for everyone > Disability employment.

We’d love to meet you
If you have the skills, experience and motivation to succeed in this role, please take the next step and submit your application.