Market Research Manager

Contribute to Orange Belgium’s best customer experience!

Orange is a challenger on the Belgian telecom market. We count more than 3.3 million residential and B2B customers. We offer mobile, fix, internet & TV solutions on the Belgian market. As an innovative company focusing on the customer care, we are continuously investing in digital transformation in order to offer that extra mile for our customers.

Sounds good?

Then you might be glad to know that we are looking for an enthusiastic Market Research Managerto join our Data & Insights department. Maybe are you the skilled profile we are currently looking for!

Your mission :

You manage a team of 5 market researchers and you put the customer at the heart of our creation process by ensuring that the market research team anticipates the needs and uses the right methods to proactively deliver actionable insights (for B2C and B2B markets).

As the responsible for Market Research, you ensure the consistency between the different market research domains and transform several insights coming from different domains in one actionable story.

Your key responsibilities:

• Ensure a constant knowledge sharingbetween the different market research domains to facilitate the collaboration and identify synergies.

• Connect market research team with business teams by promoting a proactive expert attitude and by translating the marketing plans (B2C and B2B) in a market research roadmap

• Ensure that insights provided by the market research team are known and integrated in Orange decision making processes to maximize the impact.

• Ensure the right visibility of insightsproduced by the market research team (internal communication, organization of webinars)

• Manage the backlogof the market research team and provide a visibility on the team planningto facilitate prioritization and manage expectations

• Provides day-to-day / expert coachingto the team of market researchers

• Manage and control Market Research budget(for all domains) and ensure a strong partnership with external providersby defining sustainable contractual conditions

• Represent the market research team towards Orange Groupand ensure that group insights / surveys are shared and aligned with our local context

• Screen the marketto identify new way of working, new market research methods and tools.

• Communicate Company NPS & C-SATto top management and PeopleCo

Your profile:

You hold a Master’s degree in economics, psychology, marketing or any relevant domain and you have 3 – 5 years’ professional experience in market research, preferably within telecom sector.

Your soft skills:

• Strong project management skills & strong analytical skills

• Strong reporting & presentation skills: developing concise reports and impactful presentations adapted to the target audience

• Helicopter view and critical mind to deliver relevant analyses and conclusions

• Strong communication / story telling skills (share customer knowledge and insights with internal customers)

• Be an impactful advocate and leverage the domain responsibility to grow impact through an "active counseling role”

• Stress resistant

• Team player

• Languages: you are fluent in English and in French OR Dutch (+ at least understanding of the second national language)

Your technical expertise:

• Strong experience with market research tools:

• Quantitative (online surveys, customer experience trackers, NPS / CSAT surveys, pulse surveys)

• Qualitative (Focus groups, In Depth interviews, Central Location Tests, online communities,).

• Expertise in SQL and basic statistical techniques is a plus

• Expertise in Data visualization (Power BI) is a plus

• Knowledge of mobile telco customer behavior is a plus

Discover our offer!

A dynamic working environment where you can develop your full potential by working with highly skilled colleagues and through continuous training. Moreover you can look forward to the following compensation and benefits package: a competitive salary, company car, performance bonus, 32 days off, meal vouchers, medical insurance, high-end smartphone as a free tariff plan.

Inspired? Then we would like to hear from you!

If there’s a match in the making, we’ll invite you for a first interview.