Customer Insight Executive, Boden
Maternity Cover
British style clothing
Job no longer available
British style clothing
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To create clothes that bring colour to our customers' wardrobes and fun to their lives.
Role
Who you are
- Experience in a similar role, ideally in retail and/or working with international brands
- Experience scripting surveys
- Experience conducting desk research
- Knowledge of both qualitative and quantitative research methods
- Adept at using both Microsoft Excel and PowerPoint
- Experience using Tivian to build surveys
- Experience working with stakeholders at all levels
- Strong communication and storytelling skills (both written and verbal)
- Confident and comfortable presenting in front of an audience (in person and over video call)
- Excellent at building relationships
- A proactive work ethic with a creative, can-do attitude
- Innovative and able to use one’s initiative
- Highly organised. Able to juggle multiple projects at a time and prioritise workload within defined timescales
What the job involves
- You will be focused on providing actionable insight to drive commercial growth, particularly in our key markets of the UK, USA and Germany
- You will ensure that key insights are shared with the business in a timely manner and be a constant representative of the voice of the customer
- Ownership of the Customer Experience programme including reporting findings on a monthly basis, presenting back to key stakeholders, resolving any survey issues, suggesting improvements to reporting dashboards
- Maintaining engagement with our Boden Insiders customer panel through regular surveys to help answer key business questions
- Day-to-day contact for our third party survey and panel provider (Tivian), including innovating ways to improve our current setup
- Building relationships with key teams (such as Marketing, Product, Brand and Creative) to understand how the Insight team can best support them with their priorities
- Work across teams to design, script, launch, analyse, and share:
- Quantitative learnings (mostly through surveys)
- Qualitative learnings (mostly through focus groups and WhatsApp communities)
- Share hosting responsibilities around “meet the customer” induction sessions
- Ensure customer queries are answered in a timely manner
Our take
Initially set up as a mail order company in 1991, Boden has since become a major UK fashion brand specialising in quality clothing designed to stand the test of time. It has 1.8 million active customers worldwide and has attracted high-profile buyers, including Kate Middleton, Michelle Obama, and Holly Willoughby.
Previously relying on catalogue sales, they were unable to achieve the real-time responsiveness vital in today’s retail industry. As a result, in the past few years, Boden has heavily invested in modernising its IT systems and created a new way to capture data online. Having adapted to changing consumer behaviours, now 95% of its sales occur online, enabling it to compete with the growing number of e-commerce competitors like ME + EM and Mint Velvet.
This new digital approach has not been Boden's only success in recent years. Traditionally, many UK retailers have failed to gain a foothold in the US. However, the company’s quintessential British branding has successfully set it apart, leading to Boden’s US sales already overtaking those in the UK, and the business continues to grow faster there.
Moving forward, Boden is overcoming a 2023 dip in sales triggered by an unneeded menswear revamp that lost sight of its core customer base. It is now reverting back to its classic formula and is planning on further expansion in the US, determined to double sales in the next few years.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Company benefits
- Flexible Hybrid Working
- Targeted Annual Bonus Scheme
- Generous Boden Clothing Allowance & 30% Discount on All Current Clothing Ranges
- Holiday Increase With Years of Service
- Portal With An Array of Discounts & Cashback Offers on Retail & Entertainment
- Group Personal Pension Scheme & Life Insurance Cover
- 24/7 Virtual GP Service For You & Your Household
- Free Onsite Parking, Teas & Coffee Stations & Subsidised Café With Free Toast For Breakfast
Company HQ
London, UK
Leadership
Johnnie Boden
(Creative Director)Started Boden in 1991 from their kitchen table with an eight-piece menswear collection, and has since expanded the company to the titan it is today.
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