Job Description
General Information
Job Title:
Market Research and Communications Manager
Responsible To:
Executive Director of Corporate Development
Responsible For:
Customer Engagement Co-ordinator
Communications Officer (Intern)
Communications Officer and / or
Market Researcher
Directorate:
Corporate Development
Team:
Business Success
Job Family:
Manager
Role Purpose
To be responsible for researching and understanding our customers,
neighbourhoods and the impact of services provided, to improve
the
effectiveness and outcomes of our policies, process, corporate planning and to
assist with the development of new products, services and service
improvements.
To lead on the successful development and implementation of the Group’s
Communication Strategy, ensuring all communications are aligned to the Group’s
key strategies in relation to customers, partnership relations, brand reputation
and cultural change programme.
To take an active role in the delivery of the Group’s mission, vision and values
providing inspirational behaviour, role modelling, optimism and purpose.
Principal Accountabilities
1. As part of the Corporate Development Management Team to lead on the
development, implementation and reporting of strategies, corporate plans and
actions plans which shape the strategic agenda for the Group.
2. To be responsible for undertaking market research for the Group to
understand its customers, neighbourhoods and the impact of the services
provided, including:
 Conducting research for market intelligence to shape the Group to become
a revolutionary organisation
 Developing customer research mechanisms that inform and improve the
Group’s strategies, policies and processes
 Develop and introduce a framework of customer feedback mechanisms
across the organisation to inform and improve policies and processes
 Consolidating and communicating intelligence gathered in a clear, logical
and organised manner
 Providing support in qualitative and quantitative research
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Ensuring research projects are managed effectively and efficiently
Actively participating in data analysis and insight generation to provide
high quality and actionable solutions for the Group.
3. To lead on the successful development and implementation of the Group’s
Communication Strategy, including:
 Developing and managing a Customer Communications Strategy that
supports our approach to Customer Relationship Management.
 Managing the Equity brand and develop and reinforce our corporate
identity, ensuring its effective use internally and externally via marketing
materials
 Developing and implementing a proactive media relations programme
which supports the Group’s reputation and market perception
 Developing an internal communications strategy which ensures employees
are aware of our business objectives, performance and future direction.
 Creating a programme of corporate events and identify external events for
the Group’s participation to ensure the right outcomes are achieved
(internal and external).
4. To be responsible for developing and ensuring our Customer Involvement
Strategy is embedded and achieving its expected outcomes in terms of
coregulation, performance / service improvement and customer engagement,
including:
 To implement and review the Group’s ‘Menu of Involvement’ for customers
to maximise participation across the business and learning from good
practice and putting customers at the heart of everything we do
 Developing and implement consultation methods and systems for involving
customers in decisions about service delivery
 Supporting the Group’s Customer Panel in embedding and achieving its
expected outcomes in terms of co-regulation, performance / service
improvement and customer engagement.
 Co-ordinating customer intelligence from across the Group making sure
that it feeds into the business planning process and service improvement
programme.
5. To assist in providing an accessible professional contact point for managers,
offering advice, guidance and coaching on market research, communications
and customer involvement to enable them to meet business needs in line with
organisational requirements.
6. To ensure the efficient and cost effective usage of all Group resources –
human, physical and financial.
7. To provide timely, accurate and business focused reports to the Executive,
Board and other interested parties.
8. Work with the Executive to support the Board to fulfil their governance role
ensuring the fulfilment of our legal obligations.
9. To demonstrate responsibility and leadership for promoting and championing
all aspects of equal opportunities by valuing diversity in all areas of work.
10.To take responsibility for ensuring and achieving the objectives of the Group’s
Health and Safety Policy.
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11.To undertake any other duties in order to meet personal, team and
organisational objectives following consultation with your manager.
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Equity Housing Group Behaviours
The Behaviour Levels:
 Level 1 ~ Assisting
 Level 2 ~ Guiding
 Level 3 ~ Shaping
Other
Assessment
Interview
Application Form
ASSESSMENT METHOD
This section identifies what the required competency level
is for the role. The table indicates the method by which
the level of competency in each area will be assessed.
Being Rock Solid (Level 2)
Builds and maintains productive relationships across the
Group, actively involves and consults internal and external
partners, with a “can do” focus.
Taking Pride (Level 2)

Provides day-to-day leadership for the team and manages
individual performance.

Listens to understand and allows team members to
contribute to the best of their ability.
Challengers of the Norm (Level 2)
Optimistic. Encourages and demonstrates creative thinking,
puts into practice new approaches that improve
performance. Helps others to understand and cope with
change.
Celebrate Individuality (Level 2)

Listens to understand issues and opportunities from
different points of view. Assesses and makes decisions
that take account of both short-term and
long-term implications.
Being Astute (Level 2)

Solution orientated to produce and manage implementation
plans, identifying the tasks, outcomes and resources
required to achieve overall objectives.

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