Customer Insight Manager


Nilfisk A/S




Nilfisk ( www.nilfisk.com ) is a global company with headquarters in Denmark. We have sales companies in 45 countries and with an additional strong distributor network. Nilfisk markets and sells its products in more than 100 countries worldwide. We are one of the world’s leading manufacturers of professional cleaning equipment, with around 5,500 employees and an annual turnover of EUR 918 M in 2014. Main product lines are professional scrubber dryers, sweepers, vacuum cleaners, and high pressure washers. Nilfisk is a part of the NKT Group listed on the Copenhagen Stock Exchange.


Nilfisk was founded in 1906 as P.A Fisker & Nielsen, the names of the two founders. As early as 1909, the innovative P.A Fisker recognised the need for a modern, portable cleaning aid - and the Nilfisk vacuum cleaner came into being. Since then, many developments have taken place: Nilfisk has always made quality a top priority while keeping in step with times. A large part of Nilfisk revenue is derived from BtB sales while a minor part is from BtC sales.


Recently, Nilfisk has launched a new strategy “Accelerating Growth” describing how Nilfisk towards 2018 will grow the company to lead the industry with focused and innovative solutions. Nilfisk will accelerate growth by focusing efforts on the right opportunities in the market, by investing in growing business and by making offerings clear to customers. One of the strategic initiatives is “Building Strong Brands” which directly links to the Global Marketing organization.


The purpose of Global Marketing is making business impact by delivering value to customers and the ambition is to be instrumental for increasing Nilfisk growth & market share by acting as visible and passionate customer agents throughout the organisation. Global Marketing is responsible for developing global insights about customers and market and to assist the organisation in turning these insights into relevant brand value propositions, powerful marketing communication, valuable offerings and great customer experiences throughout the customer journey.


Global Marketing consists of 3 teams: Marketing & Brand Management, Online and Market Intelligence & Customer Experience in which vacant position as Customer Insight Manager is located. To support a vital part of Nilfisk´s future strategy Nilfisk is seeking a Customer Insight Manager in order to amplify an increased customer focus throughout the organization – in particular in Marketing, Product Management and R&D.


You will be part of a small team passionate about customer insights & customer experience. In the team, Net Promoter Score (NPS) is applied to track customer satisfaction. Quantitative and qualitative research methods goes hand in hand in the team´s effort to produce vital value adding insights. However, for this position solid qualitative skills are necessary in order to analyze and understand customer behaviour.


The Position

As Customer Insight Manager, you will portrait the market, customers and competitors. You monitor trends and bring experiences from the outside world into Marketing, Product Management, R&D and other parts of the organization.


Being “voice of the customers”, you provide valuable insights required to tailor solution offerings for specific customers, segments and industries. Key responsibility areas for the position are described below:

·          Drive customer focus and experience management


·           Segmentation and customer profiling


·           Customer & market research to provide valuable insights through e.g. figures, research,      cases, studies, documentary etc. 


·           Monitor market trends and provide trend framework and yearly report


·           Competitor intelligence


·           Project- & stakeholder management and communicating insights in order to promote          customer centricity and awareness in the organization


This Cusstomer Insight Manager position gives you the opportunity to act as the voice of the customer and thereby a vital link between the outside world and Nilfisk´organization. Communication of customer & market insights are crucial for the ongoing success of Nilfisk.


Working in a company with more than 40 product launches per year and with global HQ in Denmark makes it hard to find a place more interesting to work with customer insight management. Location of the position is Nilfisk headquarter in Brøndby. Travel activity in the job is estimated to app. 30-40 days a year.


Ideal Candidate

The ideal candidate holds a Master’s degree within business, marketing (e.g. Cand.merc.), sociology, anthropology, psychology or similar.


The Customer Experience Manager possesses the following experience and qualifications:

·           At least 3-5 years of succesful customer insight and / or market research experience          from either a large corporation or agency - ideally from both

·          Project management skills


·           Solid skills within qualitative research methods


·           Ideally some experience from BtB

·          Microsoft Office, in particular Excel skills on an advanced level


·          Fluency in oral and written English

Personal characteristics and competencies are extremely important for this position. Some of the most important are:


·         Curious personality with great empathy and desire to understand others


·         A self-starter with high drive thriving in an international environment


·         An excellent communicator enabling you to provide insights


·         Strong interpersonal skills supported by an outgoing personality helping you to build cross-functional relations


·         Business acumen making it easy for you to apply insights in a corporate context


·         A structured and reliable personality supporting you in planning and executing


·         A analytical mindset with strong analytical abilities

Focus Recruitment
H.C. Ørsteds Vej 50 C, 5.
1879 Frederiksberg C
Tel: +45 70 20 92 15
Mail: info@focus-recruitment.dk