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Market Research Manager

 
 
Vacancy Number:  19122
Marketing
Job Type:  Full-time
 

ESB is a purpose led company striving to create a brighter future for the customers and communities we serve, leading the transition to reliable, affordable, low-carbon energy.  Today, we operate one of the most progressive electricity systems in the world, with activities spanning electricity generation, transmission, distribution and supply in Ireland, Northern Ireland and Great Britain, and an international energy consulting business.

With almost 8,000 employees we invested €1bn in infrastructure last year, contributed over €2bn to the economies we operate in and distributed over €2m across a range of community initiatives. This requires us to bring the best of our capabilities together to deliver innovative and value-driven solutions that enable our customers to live low-carbon lives. ESB strives to foster an effective and inclusive culture where people engage, challenge and feel connected to our purpose, colleagues, customers and community.

Market Research Manager

Vacancy Number: 19122 

Category: Marketing 

Job Type: Permanent 

 

ESB is a purpose led company striving to create a brighter future for the customers and communities we serve, leading the transition to reliable, affordable, low-carbon energy.  Today, we operate one of the most progressive electricity systems in the world, with activities spanning electricity generation, transmission, distribution and supply in Ireland, Northern Ireland and Great Britain, and an international energy consulting business.

With almost 8,000 employees we invested €1bn in infrastructure last year, contributed over €2bn to the economies we operate in and distributed over €2m across a range of community initiatives. This requires us to bring the best of our capabilities together to deliver innovative and value-driven solutions that enable our customers to live low-carbon lives. ESB strives to foster an effective and inclusive culture where people engage, challenge and feel connected to our purpose, colleagues, customers and community.

 

Position Description

The Customer Solutions Strategic & Customer Insights Team is a shared service across ESB Group.

 

ESB wishes to recruit a Market Research Manager reporting to the Strategic & Customer Insights Manager, in the Marketing and Customer Insights Team.  This person is responsible for managing market research and strategic insights projects across the ESB business, and will play a key leadership role in developing marketing strategy across the business.

 

Reporting to the Strategic Planning & Customer Insights Marketing Manager, in the Marketing and Customer Insights Team, the successful candidate will also play a key role in identifying opportunities and trends for business growth through the leading and managing of customer research and insights to identify opportunities for growth and enhanced brand and customer experiences and customer centric products and propositions.  The Market Research Manager will play an integral role in developing marketing strategies and plans using customer insights for each business segment.

 

Key Responsibilities

  • Lead ongoing customer insights generation, defining key customer, socio-economic and cultural trends using best-in-class methodologies.
  • Manage and lead a Customer Journey research and Customer Journey Mapping programme as one of the key workstreams of the  of the ESB CS Transformation programme, using the Qualtrics platform alongside customer agent interviews, tracking these through to resolution
  • Plan and manage key market research projects to develop brand, retention and acquisition strategies for Electric Ireland in both Republic of Ireland and Northern Ireland markets, and, internationally, with ESBI and ESB SES and E-Cars in GB.
  • Lead and implement the development of Brand Strategy for CS brands (Electric Ireland (ROI and NI), ESB, ESB SES, ESBI, ESB Telecoms and E-Cars).
  • Collaborate and assist key stakeholders across the business in determining key research projects to secure market and customer insights to support brand, retention and acquisition strategies.
  • Administer and deploy the expertise of a panel of research agencies and sales and service channels to use best in class research methodologies to secure insights in an efficient and cost effective manner
  • Manage the Customer Experience Research Tracker (a Tracking study comprising 5 discreet surveys, Residential Electric Customer Tracker, Residential Gas Tracker, Business Customer tracker, two trackers with call centre partners) budget and relationships with research agencies to deliver projects and insights that meet the evolving needs of the business and of internal stakeholders and enhance customer experiences for all brands within the ESB Group portfolio.
  • Manage, lead and communicate a quarterly Consumer Sentiment programme to provide updates to key stakeholders of the prevailing consumer mood.
  • Identify customer pain-points from analysis of customer journeys, research, and Voice of Customer channels, and liaise with internal business owners to identify and assign “pain-points”, tracking these through to resolution, to improve the overall customer experience.
  • Gather and statistically analyse market and customer data from key market segments within Customer Solutions and compile succinct and insightful reports to present to segment teams and senior management.
  • Draft impactful presentations that deliver clear strategic guidance with actionable recommendations, to senior management, answering questions and instilling confidence.
  • Actively contribute to enhance productivity and expertise in the Strategic Marketing and Insights team and the wider Marketing and Customer Insights team.
  • Plan and manage key market research projects to develop brand, retention and acquisition strategies for Electric Ireland in both Republic of Ireland and Northern Ireland markets.
  • Plan, manage and facilitate customer and agent interaction sessions (e.g. individual depth interviews, focus groups, etc.) and report the findings in a manner that is actionable and insightful for internal teams.

 

Knowledge, Skills and Experience

Essential

  • You will have 8+ years in-depth experience in market research and insights or in a related field.
  • You will have a detailed knowledge of both quantitative and qualitative research techniques.
  • You have excellent writing, analytical and reporting skills with the ability to absorb and interpret data and information to draw insights and inform future business decisions.
  • You are a team player with great interpersonal, presentation and communication skills, enabling you to present complex information to stakeholders at all levels, including both the executive and management teams.
  • A result driven individual with a strong commercial insight, you have demonstrable ability to drive and champion change.
  • You are confident, flexible and engaging in your approach and are adept at building and maintaining excellent relationships across multiple business functions.
  • Fully proficient in Microsoft PowerPoint, Word and Excel.
  • Good knowledge of and familiarity with Qualtrics research platform.
  • Bachelors degree (or higher) in Arts, Business or Sciences.

 

Desirable

  • Knowledge of wholesale or retail electricity markets would be an advantage but not essential. 

 

Qualifications

Essential

Either 3rd level qualification or equivalent work experience is essential.

 

Location

Swift Square, Santry, Dublin 9 in line with ESB's Smart Working arrangements. 

Travel to other ESB offices in Dublin Required. 

 

ESB is committed to offering flexibility in ways of working and we call that Smart Working – combining digital tools with a culture of trust and empowerment to enable flexible and remote ways of working.

The successful candidate may combine remote / smart working within the jurisdiction, with attendance at base for in-person collaboration, the frequency of which is agreed with the manager and subject to ongoing review.

 

ESB is one of the founding members of The Remote Alliance – a new initiative established by the social enterprise Grow Remote. Working with other like-minded members, we’ve committed to developing solutions that will ensure remote and hybrid working can become a sustainable part of our business.

The Remote Alliance - Grow Remote

 

Reporting to 

Customer and Strategic Insight Manager.

 

Salary 

€63,000- €74,000 per annum. 

 

Closing Date

3rd October 2022. 

 

If you have any queries in relation to this job, please contact recruitment@esb.ie

 

Note: Please advise if you require any additional accommodations to
           assist you if you are called to attend at interview.