Job description
Provide analysis of all interactions with customers and their impact on the client experience
Develop a measurement framework that informs progress against key strategic and tactical initiatives across the marketing continuum (awareness through revenue generation)
Provide cross-functional analysis of customers to investigate trends and develop correlations across customer profiles and segments (value and psychographic)
Analyze and distil customer behaviour data into the most salient insights and effectively link these to potential impact/opportunity for the business
Analytics initiatives should address customer profitability, engagement, usage rates, market opportunity assessment, segmentation, product interests, customer satisfaction and prospecting opportunities
Examine website traffic to capitalize on search engine keywords, understand product interests, track navigation paths and identify patterns in tool usage
Effectively work with managers across departments to prioritize analytics initiatives, communicate findings and identify actionable recommendations for the business
Serve as the thought leader and expert on customer analysis and testing to provide guidance to key business partners around scoping, designing, executing and analyzing customer behavioural tests
Manage data analytics team to assist in analysis and report generation
Work with various agency partners on customer research and analytics projects
Desired Skills and Experience
A good first degree in any social science discipline
5+ years experience in initiating, designing, conducting and communicating customer analytics
Excellent quantitative skills with a keen eye for teasing out insights from volumes of data
Experience in analyzing customer database data. Structured Query Language (SQL) skills a plus.
Knowledge of advanced data analysis techniques that include customer segmentation, customer lifecycle modelling, lifetime customer value, customer experience optimization, customer loyalty and metrics reporting.
Familiarity with statistical tools.
Clear understanding of customer experience and customer relationship management objectives and programs
Comfort and familiarity with the systems and technologies that enable CRM, research and analytic capabilities
Demonstrated ability to think strategically; turn consumer behaviour data into effective strategies and drive result
Proven history of initiative, creativity and self-direction
Ability to be objective in analysis and share learnings constructively (e.g. not spin findings to flatter an audience)
Capable of multitasking without sacrificing quality or impacting deadlines
Excellent presentation and writing skills are a must
Advanced use of Excel and PowerPoint
Interested and suitably qualified candidates should click here to apply online.
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