Services Operations Analyst

4 weeks ago

United Kingdom CM Group Full time

Services Operations Analyst (EMEA) page is loaded Services Operations Analyst (EMEA) Apply locations Remote, United Kingdom time type Full time posted on Posted 2 Days Ago job requisition id R1512

Services Operations Analyst

About the job

Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold’s products address the Messaging, Loyalty and Experiences marketing offerings, to a customer base that is categorized in three segments: Enterprise, Professional and Commercial. Marigold provides the most comprehensive set of use cases for Marketers at any level. Headquartered in Nashville, TN, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.

The Services Operations Analyst (SOA) will play a crucial role in supporting the operational efficiency and excellence of our professional services organisation. Your responsibilities will span various aspects of process optimisation, project management, training and operational reporting. The ideal candidate is detail oriented, analytical and possesses strong organisational and communication skills, with a passion for optimising processes.

Responsibilities

  • Provide localised & regional support to the Director of Services Operations in the execution of the global Services Operations strategy.

  • Analyze Operations Performance: Assess and evaluate operational processes, workflows, and systems to identify areas of improvement and optimize performance.

  • Key Performance Indicators (KPIs): Collaborate with stakeholders to ensure achievement of KPI’s and provide insights into operational efficiency and effectiveness.

  • Performance Monitoring and Reporting: Monitor and track KPIs on an ongoing basis. Generate regular reports and dashboards to communicate performance metrics to key stakeholders.

  • Process Optimization: Streamline operational processes, reduce costs, eliminate bottlenecks, and improve overall efficiency. Implement process improvements and monitor their impact.

  • Performance Improvement Support: Support the execution of improvement initiatives across different operational functions. Collaborate with cross-functional teams to implement best practices and ensure their adoption.

  • Data Analysis: Support the Director of Services Operations with data analysis techniques to identify trends, patterns, and root causes of performance issues. Provide recommendations based on data insights to optimize operations.

  • Project Governance & Audits: Use transparency tools and reports to ensure portfolio projects are being delivered in adherence to agreed performance metrics (planning accuracy, forecast accuracy, margins etc) and documented governance processes.

  • Training and Development: Deliver training programs and provide guidance to employees on operational processes, tools, and best practices to enhance their performance and ensure adherence to established standards.

  • Stakeholder Collaboration: Work closely with key stakeholders, including senior management, department heads, and operational teams, to understand their requirements, address concerns, and align operational objectives with overall organizational goals.

  • Continuous Improvement Culture: Support the continuous improvement cycles by enforcing compliance through audits and lessons learned activities. Drive changes and improvements into processes and tools.

  • Document Management & Controls: ensure that document versioning and control is adhered to for all templates and project documents. Provide regular audits on compliance.

Success Measures

  • Performance Monitoring & Analytics; development of robust monitoring tools and analytics frameworks to track KPI’s, enabling data driven decision making and proactive issue resolution.

  • Operational Reporting & Dashboards; creating and maintenance of a suite of standard reports and dashboards for daily, weekly and months operational transparency and control.

  • Data-Driven Insights: Data analysis to identify trends, patterns, and actionable insights for performance improvement.

  • Stakeholder Satisfaction: Positive feedback from key stakeholders regarding the quality of operational performance analysis, recommendations, and collaboration.

  • Training and Development Impact: Enhanced employee performance and adherence to operational standards through effective training and development initiatives.

  • Process Compliance: Operational compliance of Services resources with expected performance. Including timewriting, forecasting, planning, financial controls, project variances, reporting.

Requirements

  • Bachelor's degree in Business Administration, Operations Management, or a related field.

  • Proven experience (5+ years) in operations management, performance improvement, or a similar role within a professional services organization.

  • Strong analytical and problem-solving skills, with the ability to gather and interpret complex data sets.

  • Experience in identifying and implementing process improvements to enhance operational efficiency.

  • Proficiency in PSA tools such as Forecast, OpenAir, Smartsheets.

  • Proficiency in data analysis and visualization tools, such as Excel, Tableau, PowerBI.

  • Excellent written and verbal communication skills to interact effectively with team members and stakeholders.

  • Good understanding of Project and Program Management fundamentals.

  • Proficient in managing project budgets, forecasts and financial monitoring & control.

Recently, Marigold became aware that our company name, logo, employee names, and details of certain of our actual jobs are being used in an interview/employment offer scam. The scammers are reaching out to job seekers and asking to interview them over text or Microsoft Teams, and then via a phone call. If you have applied for a job at Marigold, it will be listed on our LinkedIn page and on this page. While Marigold does engage in passive candidate recruiting , we will never ask to conduct text-based interviews, and will never ask new employees to purchase hardware and ship it to Marigold. If you have any questions about whether or not the outreach you have received is legitimate, we welcome your inquiries at askhr@meetmarigold.com .

About Us

Where Relationships Take Root

Marigold’s approach to Relationship Marketing stands alone in a world of one-size-fits all marketing technology companies. Our solutions are designed for your specific size, industry, and maturity, giving you the technology and expertise you need to grow the relationships that grow your business, from customer acquisition to engagement to loyalty. And, with a team of strategists that provide insights into what’s working, what’s not, and what’s changing in your industry, you’re able to maximize ROI every step of the way.

Great marketing isn’t just about conversion, but true connection. Learn why 40,000 businesses around the world trust Marigold to be the firm foundation they need to help relationships take root.

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