Senior Manager – Customer Research

Myer has proved itself not only to be an iconic Australian brand, but an absolute Aussie Retail success story!

Myer is an organisation that gives back, not only by providing great discounts to our team members, but by being committed to supporting the Communities in which we serve and the Environment which serves us. Our values guide us and we live them, every single day!

It’s not just our stores that our Customers love to shop in, so much of our success in 2022, (marking our most profitable trade period in five years) has come from the online transformation of our offerings. Guess what fuels that – digital and technology… and that is where you come in.

• Fixed Term Contract until May 2024 – open to full time or part time arrangements
• Great lead opportunity to lead a driven team of researchers and analysts
• Flexible hybrid model – work from the comfort of your home or our brand new Docklands office

Our Senior Manager – Customer Research supports the Digital and Customer leadership team, and broader Marketing, Retail Operations and Merchandise teams to drive incremental growth for Myer by putting customer and commercial insight at the heart of strategic, operational and trading decisions.

About the Opportunity:

Support a deeper understanding of our customers

• This role will primarily focus on leading and running key strategic qualitative research to support EGM level decision making and drive a deeper level of customer understanding to improve our customer proposition
• Support the team to run regular usability testing across the website experience as well as bespoke UX qualitative projects
• Develop the usability testing practice and upskill the broader Digital Experience team to be able to run and embed customer research into every product that we develop
• Lead and develop all market, consumer and shopper reporting in a succinct, focussed and compelling way that enables our teams to create desirable and viable experiences for key behavioural customer groups
• Championing the trialling and adoption of new approaches to both quantitative and qualitative research techniques

Strategic program oversight

• Develop and implement a longer-term vision and strategy for Customer Insights (CI) to support the organisational strategy.
• Be connected to the broader business stakeholders and team to understand where the CI team can support business objectives and join the dots
• Lead procurement projects for new technology and suppliers, as required

Lead the Customer Insight team and support their growth and development

• Lead the positioning of the Customer Insights team as invaluable business partners to support broader teams to drive customer experience improvements and business performance
• Lead and coach the team to achieve superior levels of both stakeholder management and storytelling to enhance their impact on the business in a commercial context as well as providing hands on direct support to assure delivery when needed.
• Oversee the definition, maintenance and execution of the Customer Insight team’s research backlogs and roadmap

About You:

• 5+ years’ experience in customer insight roles managing teams of researchers
• Solid qualitative research experience with the ability to initiate and use market and customer research strategically to drive change
• Experience in running quantitative research projects highly desirable
• Excellent ability to interpret data and research from multiple sources to concisely answer complex business questions
• Excellent storytelling skills and ability to influence analytical and non-analytical audiences
• Outstanding communication skills with strong leadership skills; can maintain positive, productive relationships with key stakeholders at all levels
• Proactive leader; capability to be hands-on with project delivery whilst simultaneously strategically guiding team members
• Good understanding of technology developments and emerging consumer and industry trends

The Benefits:

• Generous team member discounts on all Myer products, including team-member exclusive discounts
• Access to lifestyle leave and volunteer leave – arrange work around your life, not life around work
• A supportive leadership and team network to set you up for success
• Career growth and succession opportunities across the business

We’d love you to apply even if you don’t meet all the criteria listed above. We welcome applications from people of diverse backgrounds, whether it’s gender, sexuality, ethnicity, religion, age, disability and neurodiversity. We encourage candidates to ask for any adjustments that will support them to be their best through the recruitment process.

APPLY NOW!