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Customer Analytics Manager

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Our client is a highly reputable, and established market leader and their brilliant products and services are amongst the most innovative drivers in changing the way businesses operate. They are in a brand transformation focused growth phase, pushing the boundaries and driving innovation is core to their strategy.

Reporting to the Head of Commercial Operations and managing a of Customer Program Insights Analysts, this Customer Analytics Manager position requires a highly experienced data driven operator who wants to play a key part in developing and implementing reporting systems and analytical tools and platforms.

The Scope:
• Develop data-driven insights and analysis in relation to the effectiveness & efficiency of customer communications processes within the Business Division.
• Provide accurate and timely reporting & analysis on Business Division client behaviour & activity.
• Enable business to effectively and profitably target relevant product and service offerings into specific client segments
• Provide strategic support to Business Division managers
• Measure and report on client satisfaction in specified client segments
• Develop insights and propensity models around acquisition & retention to inform future campaigns.
• Effective ROI analysis & expense management
• Develop and share data & reporting providing insights into business performance against goals, including:
o Pre and post campaign analysis,
o Segment characteristics, behaviour and sales,
o Channel and process effectiveness.
• Leverage the tools and resources we need to win, in particular including existing analytics tools, our Seibel database and the Responsys platform.
• Develop & share insights into the characteristics, preferences and behaviours of our customer segments,
• Begin to develop propensity models to better inform future campaigns.
• Enhance and ensure data quality. Lead the business in identifying data quality issues, enhancement programs and the ability to maintain data accuracy,

You Are:

• Demonstrate extensive experience in CRM, analytics, data warehousing & business intelligence
• Project management
• Data governance & data quality management
• Extensive experience using a variety of analytical tools e.g. SQL, SPSS
• Strategic analytics, segment development, data warehousing
• Ability to interpret complex sets of data and draw meaningful and insightful conclusions
• Strong technical skills in a wide range of analytical and data tools
• Relationship development and influencing skills
• Time management and planning skills, ability to effectively prioritise projects and pieces of work
• Ability to work and succeed in a cross functional team environment and successfully deliver planned outcomes
• Learn quickly and adapt to a dynamic environment,
• Problem solving, ensuring that all key stakeholders are part of the solution
• Work effectively with management teams and data platform groups
• Demonstrated experience in the development and implementation of data and reporting systems and analytics tools and platforms An ambitious digital product marketing expert


For further information or to submit your application contact Alex Kenning on 03 8644 7777 or akenning@firebrandtalent.com

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