Marketing Research Manager

Role Summary

The Marketing Research Manager will lead the end-to-end customer insights and Voice of Customer (VoC) program, transforming customer feedback into actionable business insights. The role is responsible for designing and managing research initiatives, developing customer feedback frameworks, measuring customer experience across key touchpoints, and delivering insights that inform strategic and operational decision-making.

Working closely with Product, Marketing, Customer Service, Growth and Commercial teams, the role will establish standardized research methodologies, consolidate customer feedback across multiple channels, and ensure insights translate into measurable business improvements.

Responsibilities

Translate business questions into clear research objectives and recommend appropriate research methodologies, including quantitative, qualitative and hybrid approaches.

• Design surveys, questionnaires, discussion guides and customer feedback mechanisms across key customer touchpoints.
• Design and implement customer satisfaction, customer experience and Voice of Customer (VoC) measurement frameworks.
• Consolidate customer feedback from multiple sources into a unified customer insights programme.
• Analyse quantitative and qualitative research findings to identify customer needs, behavioural patterns and emerging trends.
• Conduct cross-tabulation and segmentation analysis to uncover actionable insights.
• Develop dashboards, reports and executive summaries that communicate key findings clearly, identify root causes, opportunities and business implications from customer data.
• Present research findings, insights and recommendations to senior stakeholders across Marketing, Product, Customer Experience, Operations and Commercial teams.

• Bachelor's degree in Marketing, Business, Statistics, Social Sciences or a related discipline.
• 4–6 years of experience in Marketing Research, Customer Insights or Customer Experience.
• Experience within a leading research agency or an in-house Customer Insights or Customer Experience function within a customer-centric organization.
• Demonstrated experience managing end-to-end research projects and presenting insights to senior stakeholders.
• Research design & methodology, survey/questionnaire creation, discussion guide drafting.
• Quantitative & qualitative analysis, cross-tabulation, data interpretation, Advanced MS Excel.
• Storytelling & Strategy - Translating raw data into insights, executive report writing, presenting to leadership.

• Survey Platforms: Qualtrics, QuestionPro, SurveyMonkey
• Data Viz: Power BI (or similar)
• CX Platforms: Voice of Customer (VoC) tools

Competencies

• Strong analytical and critical thinking skills
• Strong stakeholder management and communication skills
• Ability to simplify complex data into clear business insights
• Highly organized with strong project management capabilities
• Curious, customer-centric and commercially minded
• Able to manage multiple projects simultaneously while maintaining high research quality