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Senior Customer Performance Analyst
3 months ago
This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community.
Senior Customer Performance Analyst Location: Hybrid (London or Corby) RS Group is seeking a Senior Customer Strategy Analyst to join our team permanently. In this role, you will be responsible for delivering high-value customer performance insights, leveraging analytics across global platforms and systems to support and inform the strategic objectives for high-value customer management.
What You'll Be Doing:
- Stakeholder Collaboration: Work with stakeholders across Finance, Marketing, Digital, and Sales globally to standardize KPIs (description and calculation) for CXO reporting and measurement.
- Analytical Reporting: Take active responsibility for delivering key analytical reporting and measurement for the CXO team to support QBRs and performance reviews.
- Insight Development: Leverage regular reporting and collaborate with regional analysts to identify areas requiring further analysis. Conduct and deliver insights to inform CXO activities on customer segments and omnichannel performance.
- Root Cause Analysis: Work closely with regional analysts to perform root cause analysis for performance challenges in digital channels.
- Business Influence: Use insights to influence, question, and challenge the business on segment performance to deliver better commercial results or improved customer experiences and make those recommendations to CXO function
- Commercial Performance: Be the key lead in understanding and delivering a consolidated view of regional commercial performance for high-value customers.
- Customer Segment Analysis: Collaborate with the lead customer segment analyst to understand full performance and opportunities, as well as regional marketing campaigns and activities driving commercial customer value. This role works with the regions
- Market and Performance Analysis: Understand the 360-view of external market factors (PMI, competitors), internal performance, and VOC. Highlight any issues impacting commercial performance for context.
- Reporting Proposals: Develop proposals for new standardized reports to deliver insights to stakeholders, blending reporting across sales, marketing, and supplier marketing for high-value customers.
- Data Quality Improvement: Support customer data management by recommending improvements in data quality and metrics to enhance insights.
About You:
This role is within the CXO function and involves close collaboration with the regional analyst community to share and interpret customer segment performance and identify opportunities. Key qualifications and attributes include:
- Digital Analytics: Experience using Adobe Analytics for tracking and reporting on key aspects of a customer’s journey.
- Reporting Tools Proficiency: Proficient in using business objects or Power BI to create, interrogate, and develop reports and insights.
- Salesforce Reporting: Experience in Salesforce reporting is beneficial.
- Omnichannel Performance Measurement: Experience in an organization measuring omnichannel customer performance.
- Data Insight: Ability to proactively identify opportunities within data, scope, and deliver insights to drive commercial decision-making.
- Problem-Solving Skills: Strong problem-solving skills and commercial acumen.
- Project Management: Ability to multi-task across numerous projects.
- Communication Skills: Excellent communication and presentation skills, comfortable presenting to peers and senior leaders.
- Narrative Ability: Ability to convey the commercial narrative of complex information to a non-technical audience.
- Attention to Detail: Keen eye for detail.
- Technical Proficiency: Experience with tools such as AAM, BO, Power BI, Excel, SPSS, SQL, Exploratory, Snowflake, and Informatica 360 is desirable.
Join RS Group as a Senior Customer Strategy Analyst and contribute to driving customer value through insightful data analysis and strategic insights.
The extras you’ll get
At RS, as well as the usual employee benefits you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including:
- Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation
- Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome
- Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause
- Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery and gender confirmation surgery
- Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.
We are RS
At RS we’ve been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.
Our purpose? Making amazing happen for a better world.
We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.
We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that’s exactly how we partner with people – our customers, suppliers, colleagues and communities – to solve problems.
We’ll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do.
Come and join us and we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.
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