Customer Insights Manager

CUSTOMER INSIGHTS MANAGER Ariston Group is a global leader in sustainable thermal comfort that offers a unique, extensive range of solutions for hot water, space heating and air treatment, as well as components and burners.
Listed on Euronext Milan since November 2021, in 2023 the Group reported almost 3.1-billion-euro revenues, with over 10,000 employees, direct presence in 40 countries in 5 continents, 29 production sites and 29 research and development centers.
The Group demonstrates its commitment to sustainability through the development of renewable and high efficiency solutions, such as heat pumps, water heating heat pumps, hybrids, domestic ventilation, air handling and solar thermal systems.
The Group also stands out for its continuous investment in technological innovation, digitalization, and advanced connectivity systems.
The Group operates under global strategic brands Ariston, Elco and Wolf, and brands such as Calorex, NTI, HTP, Chaffoteaux, Atag, Brink, Chromagen, Racold, as well as Thermowatt and Ecoflam in the components and burners business.
In your role as Customer Insights and Satisfaction Manager, reporting to the Group Brand and Customer Insight Director, you will be in charge for building knowledge on customers within the Ariston Group across key markets, and for sharing the insights across Group.These insights will be developed at central and local level, pushing the market and customer perspective into the decision-making process and ensuring the right orchestration is in place towards tangible initiatives.
Customers involved are both professionals and end-users.
Your main activities include: Define, lead and develop the Group market research agenda, including B2B and B2C studies like brand equity, customers' journeys and product development insights development Define and lead the Group customers' satisfaction plan, managing priorities, KPIs monitoring and internal stakeholders' engagement Orchestrate the work of agencies and countries, regions, business units and functions in developing the project Provide tangible support on strategic thinking, including constructive challenge, and likewise pushing activities based on learning to be concrete, actionable and measurable Support to re-design customer experience in an integrated multichannel approach, based on customers' insights and needs, across online and offline touchpoints Share insights cross Group departments (marketing, product management, digital, etc.)
and with Group Executives Ambassador of customer-centric approach within the Group Education and profile Master's degree in Economics, Engineering, or other similar degrees Expertise of 5-7 years working in similar or adjacent roles (consumer insights, customer understanding, researcher/associate in market research institute) within the industrial, durables or FMCG industries, preferably in global multinational companies or market research institutes Requirements & Skills Deep knowledge of relevant market research methodologies and approaches.
It is preferrable to have also experience about customers' satisfaction tools Strategic thinking, proactivity and curiosity Strong organizational, project management and problem-solving skills Keen to work with different cultures and geographies Ability to involve, influence and work with wide range of stakeholders Experience in defining customer journey, customer experience and processes (would be a plus if the experience involves omnichannel projects) Excellent English and Italian communication skills are mandatory, French, German and/or Spanish is a plus Availability for occasional business travel The role is based in Milan with the opportunity of some remote working (in a hybrid environment).
We are committed to the principle of equal employment opportunity for all people, by offering a work environment accessible, welcoming and inclusive in compliance with legal obligations.
Ariston Group is a global leader in sustainable thermal comfort that offers a unique, extensive range of solutions for hot water, space heating and air treatment, as well as components and burners.
Listed on Euronext Milan since November 2021, in 2023 the Group reported almost 3.1-billion-euro revenues, with over 10,000 employees, direct presence in 40 countries in 5 continents, 29 production sites and 29 research and development centers.
The Group demonstrates its commitment to sustainability through the development of renewable and high efficiency solutions, such as heat pumps, water heating heat pumps, hybrids, domestic ventilation, air handling and solar thermal systems.
The Group also stands out for its continuous investment in technological innovation, digitalization, and advanced connectivity systems.
The Group operates under global strategic brands Ariston, Elco and Wolf, and brands such as Calorex, NTI, HTP, Chaffoteaux, Atag, Brink, Chromagen, Racold, as well as Thermowatt and Ecoflam in the components and burners business.
In your role as Customer Insights and Satisfaction Manager, reporting to the Group Brand and Customer Insight Director, you will be in charge for building knowledge on customers within the Ariston Group across key markets, and for sharing the insights across Group.These insights will be developed at central and local level, pushing the market and customer perspective into the decision-making process and ensuring the right orchestration is in place towards tangible initiatives.
Customers involved are both professionals and end-users.
Your main activities include: Define, lead and develop the Group market research agenda, including B2B and B2C studies like brand equity, customers' journeys and product development insights development Define and lead the Group customers' satisfaction plan, managing priorities, KPIs monitoring and internal stakeholders' engagement Orchestrate the work of agencies and countries, regions, business units and functions in developing the project Provide tangible support on strategic thinking, including constructive challenge, and likewise pushing activities based on learning to be concrete, actionable and measurable Support to re-design customer experience in an integrated multichannel approach, based on customers' insights and needs, across online and offline touchpoints Share insights cross Group departments (marketing, product management, digital, etc.)
and with Group Executives Ambassador of customer-centric approach within the Group Education and profile Master's degree in Economics, Engineering, or other similar degrees Expertise of 5-7 years working in similar or adjacent roles (consumer insights, customer understanding, researcher/associate in market research institute) within the industrial, durables or FMCG industries, preferably in global multinational companies or market research institutes Requirements & Skills Deep knowledge of relevant market research methodologies and approaches.
It is preferrable to have also experience about customers' satisfaction tools Strategic thinking, proactivity and curiosity Strong organizational, project management and problem-solving skills Keen to work with different cultures and geographies Ability to involve, influence and work with wide range of stakeholders Experience in defining customer journey, customer experience and processes (would be a plus if the experience involves omnichannel projects) Excellent English and Italian communication skills are mandatory, French, German and/or Spanish is a plus Availability for occasional business travel The role is based in Milan with the opportunity of some remote working (in a hybrid environment).
We are committed to the principle of equal employment opportunity for all people, by offering a work environment accessible, welcoming and inclusive in compliance with legal obligations.