Performance and Insights Manager

It’s a great time to join Screwfix. Thanks to the hard work of our team and record-breaking sales, we’re proud to be one of the fastest-growing retailers in the UK. And we want to pass that growth onto you.

Reporting to the senior customer service manager, you'll be responsible for creating and delivering the CSC Performance and Insight strategy, which aligns with and supports the overall Customer Service Strategy. As a vital member of the CSC senior team, you'll direct the Performance and Insight function in the creation, control, management and delivery of all data and Management Information across all CSC managed operational entities (Yeovil, Virtual Contact Centre and International operations), and will use this combined with wider business managed data sources and MI to construct robust, compelling and actionable insight leading to the measurable betterment of proposition design, process, procedure, operational and financial performance and customer service for Screwfix. You'll manage two functional areas and teams – Management Information and Insight – and will have budget responsibility for these functions.

 We believe that a hybrid, flexible working approach offers you – and your colleagues – the best of both worlds. Face-to-face collaboration is an integral part of our warm, friendly culture, so you’ll work from our head office three days a week, working flexibly around our core working hours of 10am-3pm. Beyond that, how, when and where you work is up to you. With a subsidised canteen, free parking and a comfortable, relaxed environment, we’ve worked hard to build an office you’ll want to work in. We also know that, when it comes to school pick-ups and home deliveries, it’s nice to have the flexibility to do both.

• Set the direction of the CSC Management Information and Insight functions, ensuring their alignment to both the strategic requirements of Screwfix overall and of all CSC managed operational entities in the UK and internationally.
• Work closely with key stakeholders at all levels both within the CSC and the wider business to identify opportunities for performance betterment, be that through proposition design, process, customer experience or operational (CSC and Retail) behaviour.
• Proactively drive contact reduction and “guided choice” channel optimisation through robust and detailed understanding of all customer service drivers and excellent relationships with all contributing functions
• Look for opportunities for continuous improvement, including using external market research, collaboration with other Data/Insight teams within Screwfix and or Banners, and external communities/networks to drive excellence in the provision of compelling insight
• Lead and manage both Management Information and Insight functions, specifically as follows:
• MI: Scale, scope and deliver the data and Management Information required to ensure all CSC operational entities perform at their operational best across all channels, proactively leading the development of self-serve MI environments as required to expedite performance understanding and action
• MI: Manage delivery of all Management Information requests and requirements in a robust and governed fashion, ensuring the veracity of all data inputs through the creation and maintenance of a CSC data lexicon, and the maintenance of the necessary data hierarchies
• Insight: Lead the creation of a fully system supported Insight function through the leverage of internal platforms such as CXOne and IEX, leading discussions with suppliers to develop and maintain a robust Interactive Analytics environment across all channels and operational entities
• Insight: Create and manage the business rules environment for IA and other insight sources to ensure the veracity of output
• Insight: Lead the delivery of compelling data driven stories to drive business understanding of the challenges and potential remedies in the drive for delivery of a Best In Class Screwfix customer experience
• Generically: Work closely with the Screwfix Data Protection Manager to ensure all data protection and governance guidelines and legal requirements are understood and adhered to
• Generically: Manage the Performance and Insight function and all members within to within budget, ensuring on time delivery of all requirements with a fully trained, supported and engaged team
• Drives a high level of performance and engagement across the team through regular feedback, aligned objectives and quarterly check ins
• Collaborates with peers in maintaining an active talent pipeline and succession plan, supporting and fostering the development of talent to meet future resource needs.

• Senior leadership of related functions within a volume (>200 FTE) omnichannel contact centre environment.
• Demonstrable experience of using data to drive performance and an elevated customer experience across multiple channels.
• Proven technical knowledge and ability to build, automate, and maintain reporting and insight processes.  
• Fluent with Power BI and / or other reporting platforms.
• A robust working understanding of data governance requirements and associated legislation
• Demonstrable experience of building and maintaining colleague engagement.
• In-depth knowledge of omni-channel customer contact centre technology platforms and operations.
• Able to demonstrate success in driving continuous improvement and effective leadership of change.
• Experience of supplier management and outsourcing options.
• Ability to think strategically and engage in long term planning whilst prioritising the effective delivery of a customer focused operation.

What’s in it for me?

You do your best when you feel your best, so we’ve chosen benefits that truly matter and support your wellbeing.

Subsidised canteen: We offer a great selection of hot and cold food at our subsidised canteen, as well as a warm, inviting place for you to eat. So whether you prefer a packed lunch or an easy life, we cater to all.

Free parking:  No one wants to spend their mornings circling around the car park. So whether you have a work vehicle or not, there’ll always be a free spot for you and your car.

Parental leave policy: We offer Enhanced Family Leave for our UK and ROI based colleagues. Our policies and resources are inclusive for all parents and include enhanced pay terms and generous leave policies. We’ve put everything we think you should know on our dedicated intranet page, ready for when you need it. Find out more on our website.

Other benefits:

• Award-Winning Pension Scheme
• 20% Discounts at Screwfix & B&Q, plus discounts at other High-Street Retailers
• Company Bonus 
• Company Car 
• Award-Winning Apprenticeship Schemes
• MyGym discounts
• Cycle-to-Work Scheme
• Enhanced Family leave
• Retail Trust counselling services
• Life cover

Sustainability at Screwfix

We’re committed to building a better future for our community and our planet. That’s why we’re doing everything we can in six key areas: eliminating carbon emissions, reducing and recycling waste, sourcing responsibly, keeping products in use for longer, selling more sustainable products and providing sustainable packaging. We’re on a mission to put sustainability at the forefront of everything we do. Join us.

We’ve worked hard to create a culture of inclusivity and genuine community. We’re a company built on teamwork, and the best teams are ones in which everyone can share their view. Whatever your background, however you identify, you’ll be listened to, encouraged, and given the tools and training you need to get ahead. You’ll always know where you are with us. We’re open. We’re fair. And we believe in opportunities for everyone.

We believe in equity for all. Please let us know at careers@screwfix.com if you need any additional support or adjustments when it comes to your application.