Customer Insights Manager

Who We Are

OTR Group comprises of over 1000 retail, convenience, and quick service restaurants – including brands such as Reddy Express (formerly known as Coles Express), Smokemart & GiftBox, and in S.A, Krispy Kreme, Hungry Jacks, Oporto, Guzman and Gomez and many others. OTR Group is part of the Viva Energy Australia Group – an ASX-listed company helping Australians reach their destination by refining, importing, and distributing energy products while building a safe and sustainable energy future for all Australians. With Viva Energy Australia’s national footprint and OTR’s history of industry-leading innovation, there has never been a more exciting time to join the OTR Group as we set out to redefine the retail landscape in Australia.

The Role

We’re looking for a Customer Insights Manager to establish and lead a centralised customer insights capability within our retail business.

In this role, you’ll bring together customer data, feedback and research to build a clear, consistent view of our customers. Your insights will directly influence decision-making across key areas including Marketing, Digital, Loyalty, Merchandise and Operations.

This is a highly visible role focused on simplifying complexity and translating data into clear, actionable insights that leaders and teams can easily understand and use to drive better outcomes.

You Will Provide

• Leadership in building and embedding a centralised customer insights capability across the business.
• Clear, actionable insights on customer behaviours, needs and pain points to inform decision-making.
• A connected view of the customer by bringing together data, research and feedback.
• Strong partnership with Marketing, Digital, Loyalty, Merchandise and Operations to support campaigns, journeys and initiatives.
• Effective management of external research and insights partners to deliver high-quality outputs.
• Development of meaningful customer segments that drive targeted activity and growth.
• Prioritised, commercially focused insight delivery aligned to business needs
• Simple, intuitive dashboards and reporting that are accessible and easy to use.
• Compelling storytelling that translates complex data into clear, practical recommendations.

What We Offer

• Join a dynamic team at a renowned South Australian company, known for their innovation and outside the box thinking.
• Be a part of the journey, with countless opportunities as we rapidly expand into a nationwide retail powerhouse.
• Access to exclusive staff benefits via our OTR App.
• Access to our free and confidential Employee Assistance Program (EAP).
• Access to extensive health and wellbeing benefits, including discounted private health insurance, fitness memberships, and everyday lifestyle savings for you and your family.

About You

• Proven experience in customer insights, research or analytics roles within retail or consumer focused environments.
• Strong ability to translate data and customer feedback into clear, practical and actionable insights.
• Experience managing research or insights partners and influencing stakeholders across Marketing, Digital, Loyalty, Merchandise and Operations.
• Confident communicator who can simplify complex information for non-technical audiences.
• Hands on experience with dashboards, reporting or data visualisation tools.
• Comfortable operating in a build/scale environment, with experience establishing or growing an insights capability, mentoring others, and exposure to customer feedback programs (e.g. NPS, surveys) highly regarded.

We welcome applicants from diverse backgrounds including Aboriginal and Torres Strait Islander people and encourage and support diversity in our traditional and non-traditional roles.

Please note: This role is being sourced by our internal Talent Acquisition team; therefore, we will not be accepting applications via external recruitment agencies.