Customer Analytics Manager
Nottingham, Nottinghamshire / £55000 - £60000
£55000 - £60000
Customer Analytics Manager
Up to £60,000
Fantastic opportunity to join an established UK brand with a multi-product offering within financial services. Reporting to the Senior Manager of Customer Insight and CRM, you will lead a team of analytical experts in the provision of actionable insights to shape our customer journeys, improve our propositions, support our strategy, and enhance our customers' interactions and experiences across channels. You will act as the torchbearer for the customer across the Society, enabling great experiences that lead to higher satisfaction, NPS, customer retention, and growth. This is great role for someone looking to step into management and remain hands-on!
- Lead the customer analytics team, managing two marketing analysts and creating a high performing culture
- Use customer behaviour insights to drive segmentation, churn analysis and identify opportunities for growth
- Work with CRM managers to optimise marketing performance and channels
- Create data visualisations to tell compelling stories and present insights
- Conduct market research in collaboration with third-party agencies to identify drivers behind customer feedback and optimise CX
- 4+ years of experience in customer insight and analytics
- Experience in managing or mentoring a team and creating a high performing culture
- Strong analytical skills and the ability to turn data into actionable insights
- Strong understanding of customer analytics looking at behavioural insight and segmentation
- Experience in marketing analytics and optimising marketing performance
- Experience in market research and collaborating with third-party agencies
- 3 days a week from home
- Bonus up to 10%
If you'd like to join a growing analytics team and see the impact of your work then apply now!
How Advanced Analytics and Customer Engagement Create Insight for Your Business | Harnham US Recruitment post
Have you ever wondered why your favorite store stopped carrying an item you liked to purchase? Or how you discovered a new item to fit the bill for what you were searching for? Consider counterintuitive holidays where the stores are packed, but the checkout lanes are light with few cashiers. On the flip side, there may be opportunities in stores that have ensured they have plenty of product in stock, have extra staff to help, and through it all have managed to make the experience seamless.This last imagining is what happens when you bring Advanced Analytics into your business to gather insights and create customer engagement for people who will return again and again to your store and to buy your product. This isn’t just for brick-and-mortar stores, this includes digital and e-commerce businesses as well. But the big question here is, how did they know to hire extra staff, make sure there was enough product on hand, and not only retained former customers, but made new customers? The motto ‘know your customers’ holds true, even in, and especially in, today’s world of social media marketing, e-commerce shops, review opportunities, and more. Enter Advanced Analytics. The next step up from the Analytics of Business Intelligence to offer you and your business a birds-eye view of what your customers want, how they want it, and how you can ensure their experience keeps them returning, and opening doors to new customers as well. TRADITIONAL BUSINESS INTELLIGENCE (BI) VS ADVANCED ANALYTICS Business Intelligence gives historical performance Data. What have customers bought or thought in the past. This information has been used to inform how to improve processes now, for the next sale, call, or booking. Advanced Analytics, however, offers not only a system in which to capture historical Data, but can work with more complicated systems, and handle the massive amounts of Data businesses capture every day. Think of Advanced Analytics as the change agent who comes in to solve the more complicated issues. While it may still gather the same information, it will use the information to determine why something is working, and if something isn’t working, what is the root cause of the problem. If customers are returning again and again, what is bringing them back, and how can they repeat it and improve it for the future. Below are three types of analytics each with its own specialty to help you make more informed decisions to move your business forward. 4 BUSINESS OPERATIONS ADVANCED ANALYTICS SHINESGaining clear insights about your business involves more than just the experiences of your customers. The driving force behind happy customers are the operations of your business. From the supply chain to marketing to Human Resources, every department plays a role in the Customer Experience. So, what better way to use Advanced Analytics than to ensure the root of your business is running well which will be key to ensuring that smooth customer experience. · SUPPLY CHAIN ANALYTICS – Market demand is at an all-time high and supply is…well, it’s stuck a bit. But regardless of what’s being moved, where, and how, the remote workforce, globalization, and necessary manufacturing plants to handle the loads are making things more complicated than ever before. Advanced Analytics can help businesses plan for what will be in demand not only using past performance indicators, but also predictive modelling scenarios to try to meet the pain points of supply and logistics.· OPERATIONAL ANALYTICS – Changing market demands, adaptable processes, and flexibility in how operations are executed are all signs Advanced Analytics ha a place at the very heart of your organization. In this scenario, bits of seemingly unconnected Data come together to help imagine process alignment with market demand, and craft better insights for business.· RISK ANALYSIS – Cloud-based tools available to help identify management of massive amounts of Data with predictive insights using Advanced Analytics.· HUMAN RESOURCE ANALYTICS – To find and retain top talent, it’s important to ensure your business knows what they need, why they need it, and who can meet their requirements. Advanced Analytics can offer HR the chance to predict and evaluate how a prospective employee may do in your organization. Ready to take the next step in getting a birds-eye view of your business? Consider Advanced Analytics. Imagine knowing not only the historical Data which has kept your business moving forward, but using the near real-time Data streams from omnichannel sources to help you plan for the future of your business with future-predictive insights. If you’re interested in Digital Analytics roles, a career in Advanced Analytics, Machine Learning or Robotics just to name a few, Harnham may have a role for you. Contact one of our expert consultants to learn more. For our West Coast Team, contact us at (415) 614 – 4999 or send an email to email@example.com. For our Mid-West and East Coast teams contact us at (212) 796-6070 or send an email to firstname.lastname@example.org.
Using Data & Analytics to Create the Next Generation of Customer Loyalty Programs | Harnham US Recruitment post
Coupons. Codes. Vouchers. Points. Miles. The list of customer loyalty programs and what they provide is ever-evolving. Or if it isn’t, it should be. While travel and retail are the most well-known industries to offer these programs, other businesses such as healthcare and insurance are coming into the mix as well. Because while everyone knows the adage ‘Know Your Customer’, today, it means more than just their name and what they like to buy. It also means customer service, quality, and a reason to return.Though there are a host of technological advances to help businesses track their customers’ buying journey, behavioral habits, and collect their Data, there is one old-school advertisement to consider. Word-of-Mouth. Consider what and how we review products and services. It’s the digital version of word-of-mouth (read: reviews), Data can transform your customer loyalty programs, if you have the right strategy in place.The Next Generation of Loyalty ProgramsIf you’re just entering the market and want to design your first loyalty program, here are two questions you’ll want to ask yourself before you begin:Why do you want to design a customer loyalty program? If you just want to do what everyone else is doing, it won’t work. If you can’t clearly explain why you want to launch, then you’re not yet ready. Once you can identify the business purpose or objective, then you can think about next steps.How do you define success? What will you use to measure your objectives? Here’s where Advanced Analytics really come into play as you determine which customers you want to target, decide what you want them to do, and ensure your program is flexible enough to grow as your business grows as well as consistent with your messaging across brand channels.Whether emerging or evolving, your business may want to design or relaunch customer loyalty programs. If you’re relaunching because your loyalty program isn’t driving business. Ask yourself why. Options abound in today’s marketplace and the noise of places to buy products is only getting bigger. How you stand out from the rest will be a major driver in the years to come.What Customers WantIn establishing and developing new loyalty programs, it’s essential to begin with the end in mind, and the most important question to drive engagement is this: What do your customers want? Consider these statistics when planning your program, hiring your staff, and developing quality products and services to ensure your customers return again and again. After all, it’s much easier to retain a customer than to acquire a new one.So, while you may know your customer at the surface level and perhaps even a bit deeper through their behaviors and buying habits, Predictive Analytics can also help improve your loyalty program offerings. How? By helping you refine your program to better understand your customers.Want to know what drives your high-value customers? Use Predictive Analytics to determine what you want them to do by understanding your analytics of their buying behaviors and customer journey. You don’t want to give away too much, but you also want to provide value in your offerings and your customer service.Customer loyalty programs are as much about service and product as they are about word-of-mouth and retention. When someone recommends your product on one of their social media channels, they are acting as ambassador for your brand. These are your most loyal customers and what your program will look like in 2022 and in the years to come.If you’re interested in Digital Analytics, Advanced Analytics, or Data Science just to name a few, Harnham may have a role for you. Check out our latest Advanced Analytics jobs or contact one of our expert consultants to learn more. For our West Coast Team, contact us at (415) 614 – 4999 or send an email to email@example.com. For our Arizona Team, contact us at (602) 562 7011 or send an email to firstname.lastname@example.org. For our Mid-West and East Coast teams contact us at (212) 796-6070 or send an email to email@example.com.
Is Product Analytics the new Digital Analytics? | Harnham Recruitment post
Following on from our exploration of what Digital Analytics is, and the exploration specifically of hiring Digital Insights Analysts in the North of England and Midlands, we wanted to take a look at Product Analytics, and how it differs from the standard Digital Analyst role.To help investigate the importance of Product Analytics in the current market, we have interviewed Nicky Tran, a Product Analyst at Virgin Media (Manchester).What Is A Product Analyst?In simple terms, a Product Analyst ‘’looks at the different products a company has, and then you are identifying which areas of the product can be improved or which areas can be optimised.” While Digital Analytics can inform the product lifecycle, the interesting aspect to this role is, that unlike a traditional Web Analyst role, it is more of a hybrid role. Nicky emphasised that it is ‘’an upcoming sector within the analytics community’’, providing an overlap between Digital Analytics, Customer Analytics and Data Science.The key skills and tools for this role are advanced SQL, Google Analytics, and AB testing. So how does this skillset differ from a traditional Web Analyst? Nicky suggests that while the core requirements are that of a Web Analyst, with a web role you would essentially just be using Google Analytics Data. However, as a Product Analyst, you would be using advanced SQL to access other data bases, and pull data from models, and therefore, “you are combining two sets of data to get a more insightful look”.Why Is Product Analytics Important, And Why Are They Now Becoming More Prominent On The Market?Similar to Digital Analytics roles, it is clear that with the impending digital transformation, companies are becoming increasingly data-led, especially with regards to their digital platforms (and products).As a result of the pandemic, the digital space is so much more important than ever before. Therefore, to stay competitive, and to really understand the products from the consumer perspective, companies have to provide the most personalised customer experiences to acquire and retain their consumers. As Nicky mentions, ‘It is definitely worth making an ‘inventory’ to see how to promote what you have – it is about personalising the customer journey’.What are employers looking for in a Product Analytics candidate?Product Analytics are great due to their hybridity. In the current market, where there are numerous jobs, and few candidates, a Product Analyst (technically strong in three areas) is a highly sought-after rarity.Businesses are becoming increasingly invested in Product Analytics and having a Product team that works alongside the Digital team can be beneficial; especially when companies need to stay competitive.What are Candidates looking for? Understanding the differences between a Digital Analyst, and a Product Analyst is key to understanding what a candidate is looking for. Nicky suggested that this Product Analyst role enabled her to be the ‘bridge’ between areas.So how does the future of a Product Analyst differ to that of the route of a Digital Analyst? For Nicky, this is one of the most important factors to being a Digital Analyst, as she has the option to go down the Data Science route in the future should she wish. The more technical skills she has as a Product Analyst means she is building up experience across different areas of Data & Analytics, giving her a slightly different career path, should she want to go down a more technical route.Why Choose A Product Analyst Role?“If you come from a technical background – maths, physics, computer science – and are interested in how the numbers are crunching, it is worth going into Product Analytics, as it needs a logical mathematics brain, to be able to convert it into a way which is useful to stakeholders.”From speaking to Nicky, it is clear that Product Analytics is an up-and-coming role that people don’t know enough about it. Therefore, if you are curious about Product Analytics, or any of the different roles the market has to offer at the moment, as an employer looking for help hiring, or a candidate actively or passively looking for work, Harnham can help. Take a look at our latest Product Analytics jobs, or get in touch for more information on how we can support your hiring needs.
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