Insight Product Training and Support Manager
Job Info
* ID 294455
* Posting Date 03/07/2025, 01:26 PM
* Locations Sainsbury's Supermarkets Ltd, London, Greater London, EC1N 2HT, GB
* Closing Date 03/23/2025, 01:26 PM
* Full Time or Part Time Full time
* Contract Type Fixed-Term Assignment
* Contract Duration 12
* Advertised Salary Competitive Plus Benefits
We’d all like amazing work to do, and real work-life balance. That’s waiting for you at Sainsbury’s. Everything our Nectar team does is powered and fuelled by data — and by great relationships with some of the UK’s favourite brands. The Nectar 360 team focuses on developing loyalty programmes, turning amazing data into something that makes a difference, traditional media and digital. It’s like an agency-within-a-retailer, and retail media is crucial.
Are you passionate about customer service and data insights? Do you thrive in a dynamic environment where you can make a real impact? If so, we have the perfect opportunity for you!
We're looking for a Product Training and Support Manager to join our team on a 12-month secondment or fixed-term contract. In this role, you'll be working with Sainsbury's Insight Platform (SIP), one of the fastest-growing areas of our business. You'll help ensure our market-leading insight platform is brilliantly supported across both internal users at Sainsbury's and Argos, as well as our FMCG client base.
As a Product Training and Support Manager, you'll be an ambassador for Sainsbury's Insight Platform, championing its use across the business and with our clients. You'll drive engagement and empower the business to make better decisions by unlocking the full potential of the platform. You'll also represent our user base to the Product and Tech teams, ensuring future developments meet their needs and values.
You'll be responsible for SIP's training program, including the design and development of training content and materials. You'll deliver engaging and impactful training sessions, both face-to-face and remotely, and manage all training sessions and user support. Continuous feedback and review of training content will be key, as you'll address any gaps and create new content to meet user needs. You'll also ensure all literature, product credentials, and support materials are up-to-date and accurate.
In addition to training, you'll manage the daily operations and helpdesk support for Sainsbury's Insight Platform. This includes leading a team to deliver high-quality support on helpdesk queries, interpreting customer data, and recommending appropriate insights. You'll support and coach a team of consultants and admins, ensuring they have the skills, tools, and resources needed to deliver top-notch support. Building effective relationships with colleagues across Product & Tech will be crucial to ensure our product meets user needs.
You'll also capture and communicate client feedback on SIP, ensuring it is fed into development roadmaps. You'll manage outages, data issues, and product SLAs through robust processes and QA. Participating in user testing of new developments and collaborating on the development of product marketing materials and bespoke training sessions will be part of your role. You'll manage and develop a Product Training & Support Exec to deliver best-in-class product support and SIP training for both internal and external users.
To be successful in this role, you'll need a number of years of experience in customer service, client service, support, or customer data environments. While line management experience is desirable, it's not essential. You'll need to demonstrate your ability to coach and train junior team members, delegate tasks, and prioritize workloads effectively. You'll be skilled at working in a matrix environment, influencing internal stakeholders across Tech, Product, and Commercial teams, and dealing with a wide variety of clients with differing needs.
We're looking for someone with high energy, a proactive attitude, and a team player mentality. You'll need outstanding verbal and written communication skills, superior presentation skills, and the ability to explain complicated topics in an easy-to-understand way. You'll be comfortable reading and interpreting customer insight data and passionate about the power of data and insight to drive better decision-making. Adaptability is key, as you'll work with people who are experts in data and those who need information broken down into its simplest form.
If you're ready to take on this exciting challenge and make a real impact, we'd love to hear from you!
#J-18808-Ljbffr