Director Customer Intelligence

This role is part of MAF Retail (Carrefour) Corporate Office

Role Purpose:

The Director Customer Intelligence is responsible for leading and developing customer intelligence strategy and driving business decisions based on actionable insights and recommendations. Leading a team and leveraging internal and external data through the power of advanced analytics and research studies to address business challenges and identify opportunities across countries. The role will be accountable with business leaders in corporate & across countries to shape the strategic direction, identify the priorities, track performance and monitor the execution efforts and delivery.

Role Details – Key Responsibilities and Accountabilities:

Strategic Planning

• Evolve and redefine role of customer intelligence to position the function as a strategic business partner

• Develop customer intelligence strategy to drive insights and analytics-based decisions across the organization in Corp and countries to impact business priorities and identify opportunities

• Identify, size and qualify growth opportunities and innovations leveraging internal and external data sources and forecasting models ensuring business objectives are met and delivering on customer-centricity

• Develop data strategy and implementation roadmap for Marketing in line with MAF-Retail and Holding to ensure data capture and governance integrating internal and external sources and create efficiency through automation and self-serving tools

Customer Insights

•Drive & support business decisions and MarCom strategy development based on customer insights

•Assess and identify data and insights gaps to recommend relevant direction and approach to acquire and disseminate relevant inputs

Customer Insights

•Drive & support business decisions and MarCom strategy development based on customer insights

•Assess and identify data and insights gaps to recommend relevant direction and approach to acquire and disseminate relevant inputs

Data Products & Reporting

•Oversee see the creation of automated reports and dashboards

•Ensure data integrity and maintain, enrich & scale data products from internal and external sources.

Innovation Assessment and Business Performance Monitoring:

• Deliver business reviews, analytics use-cases to assess in-market initiatives and deliver recommendation on way forward.

• Deliver actionable insights to drive initiatives and activities across MarCom functions (Brand, CX, Loyalty)

• Design, develop and execute research studies and deliver analysis and recommendation to assess innovation initiatives/strategic projects.

Customer Intelligence COE & Capability Building:

• Become a center of excellence by creating a customer centric-centric environment and adopting new technology and innovative methodologies

• Share best practices and develop protocols to create synergies and efficiencies across countries

• Invest in machine learning capabilities and continuously adopt latest technology stack for optimization

• Manage relationship with agencies and third parties to enhance capability in servicing and deliverable standards

Human Capital Responsibilities:

• Ensure the implementation of the performance management process

• Provide mentorship for the purpose of developing a continuous talent pipeline for key roles

• Identify training needs and coordinate with the HC department to ensure facilitation of training requirements

• Oversee the development and implementation of on the job-training

• Ensure constant availability of the required competent staff to support the organization in meeting all its responsibilities, plans, and objectives

• Partner with HC to identify and implement required trainings for end-users across the organization

• Provide inputs while developing MAF Retail’s corporate policies and relevant procedures, and monitor the implementation

Minimum Qualifications/education

• Bachelor’s Degree in Business Administration or Marketing

• MBA is preferred

Minimum experience

• 15 years in Insights with or additional to 5+ years working within or for the retail industry
• English (Full professional proficiency, Arabic is an added advantage

Disclaimer: This role description reflects the general details considered necessary to describe the principal responsibilities of the role identified and shall not be construed as an exhaustive description of all the work requirements inherent to success in the role.