Consumer Research Manager

Consumer Research Manager @ Dunelm

Are you looking to play a lead role in the Insight & Analytics transformation journey of a successful and fast‑growing omnichannel retailer? It’s an exciting time at Dunelm, the UK’s biggest homewares brand, as we continue on our mission to be customer obsessed. This is an important role helping to bring our customers to life for our stakeholders, making sure they’re represented in business decisions by putting the customer at the heart of everything we do.

• Lead & manage research projects independently, including identifying, briefing and managing external agencies to provide relevant and actionable consumer and market insight to teams across Dunelm.
• Manage our new Brand Tracker, ensuring key campaigns, category performance and master brand performance are tracked and insights communicated to the relevant stakeholders.
• Ensure customer segments are represented across all relevant projects, providing clarity on target customer segments and actionable insights to guide our strategy.
• Partner with all areas of the business to define research objectives to support strategic plans, providing expertise on methodologies to obtain the insights required to drive business strategy.
• Ensure best practice is followed and that we are using innovative research techniques to drive unbiased, actionable customer insights.
• Own and manage the business‑wide bi‑weekly consumer insight pack.
• Manage various research tools including quick polls & survey platforms, including dissemination of results.
• Assist the Team Lead in setting up and managing a new customer panel & customer closeness programme.
• Support the Team Lead & designated analyst with CSAT programme management.

• Extensive experience working in customer research, with an in‑depth knowledge of different research techniques and experience of conducting primary research & managing third‑party agencies.
• Proficient storyteller, able to combine data and customer research to present a comprehensive view of customer behaviour and preferences in an engaging and impactful way.
• Comfortable simultaneously managing multiple projects, agencies and stakeholder groups.
• Collaboration, creativity, curiosity and customer focus, with a passion for making an impact.
• Proactive and enthusiastic about leading, owning and continuing to build a valuable and high‑profile area of the business.
• Strong communication and interpersonal skills, with the confidence and ability to talk to business partners at all levels.

• Competitive basic salary.
• Up to 15% bonus.
• Dunelm Discount Card of 15% across over 100k products.
• Sample sales days exclusively for Dunelm colleagues.
• 25 days holiday + bank holidays + 1 birthday day + 1 charity day + 1 day off for moving house.
• Access to online discounts at various other retailers and organisations.
• Flexible hybrid working with a base in Leicester or London.

• Mid‑Senior level

• Full‑time

• Analyst and Information Technology

• Retail, Hospitality and Furniture & Home Furnishings Manufacturing