Senior Manager, Research and Insights

Job Function

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Through collateral relationships with respect to the Director Strategy and Conservation and within context provided by the Director Strategy and Conservation (i.e., corporate strategies and policies, accountabilities, tasks, budget and programs, compliance and performance targets, expectations for continuous improvement, etc.), provide the following:

• Support the Director Strategy and Conservation Officer in the development and implementation of an integrated centre of excellence that will identify all customer segments and informs the development of new customer programs, including educational and outreach programs.
• Support the Director Strategy and Conservation Officer by being responsible for customer intelligence and the delivery of market research that improves an understanding of customers.
• Support the Director Strategy and Conservation Officer in the development and implementation of customer segmentation: Manage the development of customer segmentation models that assist in marketing and sales of customer solutions.
• Support the Director Strategy and Conservation Officer developing tools to gauge Customer Behaviour - conduct customer research to understand customer motivation, needs, and values, which can influence customer marketing and customer program development.
• Support the marketing and development of a marketing plan that supports the long term Customer Service Delivery Vision and addresses the needs of conservation and customer care.
• Act as a liaison in the development and implementation of plans to enable the trusted energy advisor role and support customer satisfaction initiatives and customer service delivery.
• Work with various customers in the interpretation of customers' needs and preferences.
• Provide communication and insights back to the Conservation Business Unit - to assist in meeting the needs of their target customers.
• Manage and conduct research and analysis to measure marketing performance data to ensure that marketing activities are effective and targeted. Provide statistical analysis and reports concerning the impact of marketing efforts for Conservation and Customer Care, as required. Relationships with Others
• Work with Corporate Communications, ensure marketing programs adhere to appropriate communications policies related to graphic identity, bilingualism, plain language; ensure program messaging and program image is clear, professional and consistent for Hydro One standards for its customers and stakeholders; coordinate the timing and delivery of programs in order to identify customer communications and media relations opportunities are factored into plans. Note: add this back when scope and outreach is increased and the job becomes Director
• Establish a liaison role within Customer Ops Group to articulate the customer needs that require consideration in investment decisions
• Support Conservation and Customer Care to build relationships with our customers, to extend our trusted advisor role, and to provide a customer voice and perspective. Ongoing collaboration and growth between the company and customer and more listening to customer needs.
• Knowledge of province of Ontario and Ontario's electricity sector
• Knowledge and proven ability to apply conventional direct response and general marketing best practices to customer engagement projects
• Knowledge of customer segments
• Knowledge of a broad range of marketing channels
• Exceptional oral and written communication skills
• Exceptional creative skills
• Ability to communicate vision and purpose
• Ability to influence and motivate people to take action
• Experience and ability to take research and test learnings and apply them to optimize customer strategies and to identify customer channels
• Ability to envision possibilities; experience in balancing risks and proven results to achieve targets
• Strong multi-tasking abilitiesincluding experience to manage multiple priorities
• Experience in product marketing and development
• Understanding of branding