Customer & Marketing Analytics

Key Accountabilities:

- Be the onsite lead and face of the organization in the client’s office

- Expectation management between the client onsite and offshore delivery team in India

- Connect seamlessly with the delivery team to ensure smooth operations

- Provide technical analytics leadership for the team to help them identify and apply methods/frameworks applicable to the situation

- Review outputs delivered by the team, and ensure that it meets the criteria set by the client

- Fill gaps in project objective and application of analytics as needed

- Drive the project from a strategic to execution stage

- Independently run select projects as an individual contributor as needed

- Partner with the account manager/ business development efforts to develop and implement account growth strategy

Project Management:-

- Being involved in project planning and managing multiple stakeholders

- Being responsible for all aspects of project management (including resource allocation) to ensure on-time delivery, in line with client needs.

- To reflect the high levels of service excellence

Client Servicing:-

- Managing the client relationship through client satisfaction, feedback process, managing services provided to clients and assisting project teams in client communication as and when needed.

- Initiate thought leadership projects to enhance the client’s frameworks and identify new areas of analysis and insights for clients to explore

- Carrying overall responsibility of project level client interaction

- Encouraging teams to achieve high levels of service excellence

Quality/ Process Compliance & Improvement Initiatives:-

- Having a complete understanding of the various internal processes, ensuring adherence to these by the team and maintaining and monitoring relevant metrics/SLAs

- Suggesting improvements to enhance the efficiency of various internal processes

People Management:-

- Contribute towards the appraisals, mentoring, training etc. of project team.

Qualifications and Skills Required:-

Experience and skills

- Strong analytics modeling experience. An exposure to handling loyalty/marketing related analytics in the airline, hospitality, travel, retail or related industries would be an added advantage

- Sql coding experience (not related to number of years, however should be able to handle data with sql)

- Prior client Onsite experience would be good to have

- 8-12 years of relevant experience

Attributes

- Show high levels of energy, ownership, positive attitude and client focus and motivated by unstructured environments

- Ability to grasp business aptitude

- Good Analytical & Problem Solving Skills

- Effective Decision Making Skills

- Ensuring effective communication with internal & external stakeholders, managing client interactions and interactions with the offshore delivery team; refers to effective oral, written & presentation skills

- Experience of managing multiple projects, small to medium sized teams and handling client interactions in the past

- Ability to lead the delivery of an offshore team; and coordinate with onsite stakeholders