Manager, Customer Analytics Job Description

Manager, Customer Analytics Job Description

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Manager, customer analytics provides analytic tools and business insight for the internal customer journey via conventional data analytics, propensity modeling, and behavioral analytics.

Manager, Customer Analytics Duties & Responsibilities

To write an effective manager, customer analytics job description, begin by listing detailed duties, responsibilities and expectations. We have included manager, customer analytics job description templates that you can modify and use.

Sample responsibilities for this position include:

Strong hands-on and efficient programming skills using SQL and SAS are a must
Develop models predictive of customer behaviour in support of the Bank’s marketing efforts to put the right offer in front of the right customer at the right time
Extract, manipulate and analyze data from a variety of sources (Mainframe, Unix, flat files, etc), to formulate insightful conclusions, provide strategic recommendations, and inform management actions, both as part of routine customer-level product monitoring and in support of new initiatives
Understand customer data and how it reflects Bank systems/ processes and customer behaviour
Develop and maintain a roadmap for the continued evolution of AMPs customer analytic function
Provide experienced thought leadership and coaching in the design, delivery, presentation and deployment of analytics, covering – descriptive analytics - the exploration, analysis, interpretation and presentation of customer data as insights
Working with campaign management teams to setup and execute effective testing scenarios and measurement of test results
Maintaining performance report cards on various loyalty and marketing programs and initiatives
Performing ad-hoc analysis on customer LTV, shopping characteristics, and overall file trends
Providing analytic support for forecasting of daily/weekly/monthly sales trends and guidance on risks to plans

Manager, Customer Analytics Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Manager, Customer Analytics

List any licenses or certifications required by the position: PMP, 9001, COPC, CMA, CIPD, ISO

Education for Manager, Customer Analytics

Typically a job would require a certain level of education.

Employers hiring for the manager, customer analytics job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Statistics, Economics, Business, Mathematics, Engineering, Computer Science, Marketing, MBA, Finance, Science

Skills for Manager, Customer Analytics

Desired skills for manager, customer analytics include:

SQL
Analytical methodologies for optimizing and evaluating analytic solutions
Equivalent and familiarity working in a UNIX environment analytical research and experience working with large datasets
SAS
Business/product strategies
Competition
Forecasting to drive growth throughout the customer lifecycle
Geographic Mapping tools would be beneficial for specific analytic projects
Products offered in the financial services industry
Propensity models

Desired experience for manager, customer analytics includes:

Experience in fast-moving consumer facing industry working in targeted / database marketing
Solid understanding of methodologies used in CRM, such as customer segmentation, targeting, incremental performance reporting and variant testing
Manage ongoing process of channel performance improvements, through re-targeting and removal of poorly performing offers and recommendations of new offers and targeting rules
Good written and oral communicator
BS/BA required, preferred undergraduate degree in marketing, business, and/or mathematics
Experience with enterprise data management platforms like Netezza/Teradata, familiarity with big data platforms like Hadoop a plus

Manager, Customer Analytics Examples

1

Manager, Customer Analytics Job Description

Job Description Example
Our innovative and growing company is looking for a manager, customer analytics. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for manager, customer analytics
  • Identify strategic trends and actionable customer insights based on a clear understanding of business objectives - retention, acquisition, purchase frequency, cross-shopping, profitability
  • Identify purchase patterns and trends through testing and analytics, such as market basket analysis, optimal contact strategy
  • This individual will work on analytical work streams developing customer insights to identify opportunities for enhancing customer experience, loyalty, and growth
  • This individual will play an integral role on a team reshaping customer centric thinking and execution across the department to meet Operations performance objectives (quality, speed, dependability, flexibility, and cost)
  • Facilitating Strategy Formulation processes involving market analysis, government regulation, and internal assessment resulting in actionable change plans managed through Portfolio Management processes
  • Facilitating Operations Model blueprints optimizing the organization’s process/procedures and services portfolio in context of the strategy of the organization
  • Facilitating Portfolio Management processes across the organization to prioritize resources to deliver the greatest contribution to business strategic objectives, the fastest, and at the lowest cost
  • Develop/monitor Operations performance measured against standard or prescribed indicators of effectiveness, efficiency such as, cycle time, productivity, waste reduction, and regulatory compliance
  • Building strong, working relationships with senior leaders in organizations to ensure organizational alignment and coordination to enable value stream execution
  • Continuously manage process quality and data quality with compliance to internal standards and policies
Qualifications for manager, customer analytics
  • Comfortable and effective when interfacing with director and VP-level business leaders
  • Testing & Optimization tools
  • Customer Experience Tools
  • Voice of the Customer tools
  • Bachelor's degree in a quantitative discipline such as business, finance, economics, engineering, or mathematics)
  • A minimum of 5 years of marketing and customer snalytics experience in a multi-channel or online retail environment
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Manager, Customer Analytics Job Description

Job Description Example
Our growing company is looking for a manager, customer analytics. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, customer analytics
  • Contributing to future state Operational architectures by providing documented business strategies mapped to process models and strategic initiatives
  • Develop hypothesis driven customer growth strategies through the use of data, analytics, industry findings, and cross functional partnership
  • Leverage data and analytics to identify and develop innovative and out-of-the-box personalization strategies to test across customer cohorts, this may include new types of offers, multi-channel contact pulse, messaging, external partnerships, etc
  • Size and scope customer growth opportunities, analysis to support business case and partnering with segment/program owners to design test pilot
  • Work with cross functional teams to launch these strategies and close loop performance management, this may include test design, measurement methodology and adhoc campaign performance analysis
  • Conduct hypothesis-driven analysis within customer cohorts that surface growth opportunities for merchandising partners
  • Produces the results for presenting to a variety of stakeholders
  • Works directly with external vendor/partner resources, for development of business and/or customer insights to personalization plans
  • To form portfolio and engagement strategies for Treasures and Treasures Private Client
  • To plan & roll-out various portfolio programs and client engagement initiatives to grow revenue and enhance clients’ stickiness with the bank
Qualifications for manager, customer analytics
  • 7+ years business analytics experience with 2+ years supervisory
  • 2+ years experience using analytics to create recommendations with track record of results following implementation of those recommendations
  • Strong analytical skills, with the ability to structure and interpret data, with the right prioritization based on business relevance or scale of impact
  • Bachelor’s degree in Business, Marketing or B.A./B.S
  • Strategic initiatives to improve overall Company operating efficiency
  • At least 8 years of experience in Database Marketing and Analytics
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Manager, Customer Analytics Job Description

Job Description Example
Our growing company is looking to fill the role of manager, customer analytics. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager, customer analytics
  • To co-ordinate and implement cross-functional and regional projects
  • To grow the portfolio in term of revenue, attrition gating and channel & product penetration to meet the year-end target
  • To roll-out customer engagement programs such as anniversary delight and loyalty program to increase clients’ stickiness with the bank
  • To support event team to plan and execute engagement events for existing clients
  • To work with legal, compliance and operation departments on compliance of regulators’ and HKMA’s guideline
  • To plan and implement new initiatives with cross functional units and regional team
  • Analyzing training, associate performance, and operational data to drive standards, decrease time to production, reduce time to proficiency, and drive skill-up decisions
  • Analyzing performance and operational data to improve associate knowledge center (KC) content
  • Using data to define a customer-facing Help measurement strategy that drives improvements to customer experience while reducing contacts
  • Reporting on experiments focused on training, customer help, or knowledge center help
Qualifications for manager, customer analytics
  • Minimum of a Bachelor’s level degree
  • Experience working with large data sets and distributed computing tools such as Hadoop, Map/Reduce, Hive, is a plus
  • 10 years of Industry experience withinConsumer and Industrial Products
  • CloudComputing solutions
  • AIsolutions
  • AnalyticalModeling & Visualization
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Manager, Customer Analytics Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of manager, customer analytics. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, customer analytics
  • Managing the day-to-day activities of a small team
  • Manage relationships with outsourced data and analytics partners, including university partnerships
  • Lead the development and implementation of the most appropriate and latest analytical methodologies and tools
  • Support the any analytical work stack being worked by your expert staff who will be either operating in a self-starting Scrum methodology with a Product Owner and/or Scrummaster or in a traditional project methodology to implement analytical models into production
  • Develop and manage the analytical team, to build and maintain a world class analytical insight capability
  • Directly responsible for research team customer behavior China
  • Conception, set up and operation of customer research projects
  • Purchasing and steering of external hardware and service vendors
  • Research cooperation with external partner
  • Close cooperation with research, development and IT teams in Beijing and Munich involving several departments
Qualifications for manager, customer analytics
  • Toolsincluding - SPSS, R, Apache Spark/MLlib, Apache Mahout or other Open SourceTools
  • 6+ months of experience designing and implementingproof of concept execution to prove the value of Cognitive Computing use cases,solution outline and design of Disruptive Analytics solutions
  • ABachelor's Degree or 4 years of equivalent experience
  • Bachelor’s Degree with 3-5 years of relevant analytics experience
  • Proficient in SPSS, and Excel to analyze, manipulate data, and develop reports
  • Demonstrated success in translating data analyses into actionable strategies through strong storytelling and PowerPoint/design skills to various management levels
5

Manager, Customer Analytics Job Description

Job Description Example
Our company is searching for experienced candidates for the position of manager, customer analytics. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for manager, customer analytics
  • Manage and mentor a global team of resource coordinators and analysts
  • Build and run reports on contact centre operations, including key metrics such as service level adherence, average response time, average resolution time, first contact resolution and customer satisfaction
  • Provide clear communication of the forecasted workload, changes, assumptions and staffing requirements to the Sales and Customer Care management team
  • Implement staffing strategies in order to meet the Sales and Customer Care service levels based on your forecast, using your team of resource coordinators to assist with the day to day management of this
  • Provide ad hoc reporting and data analysis on business questions
  • Oversee the global monthly incentive scheme budget and allocation
  • Share regular forecast data with third party providers and work with them to report on their performance against KPIs
  • Lead the analysis of all customer feedback information including complaints, Net Promoter Scores, JD Powers and employee feedback
  • Become the expert in Card Services on all voice-of-customer information and insights into what’s most important to our customers
  • Partner with key stakeholders from across the organization to understand key customer pain points, identify our most significant opportunities to improve, and track our progress on key initiatives
Qualifications for manager, customer analytics
  • User or technical project/operational experience with Siebel, Pegasystems or other major enterprise software packages preferred
  • People friendly – with ability to handle inbound user queries and conduct training to large groups
  • Project management capabilities & experience in working with both business and IT groups
  • Energetic, open-minded and not afraid to ask questions
  • Process orientated individuals that can manage multiple consecutive requests under pressure
  • 3+ years experience in customer analysis and insight development, customer behavioral analytics, database marketing or related field

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