Global Analytics - Manager - Customer Management & Marketing Analytics

COMPANY OVERVIEW

Global Analytics Holdings is a leading fintech company with an intense focus on providing alternative and friction-less credit solutions to underbanked customers that do not have adequate access to mainstream banking services. We use world class analytics, software, UX and a deep understanding of data to provide a range of compelling financial services products. Our primary market is currently the UK with development and production facilities in Chennai and Delhi, India.

POSITION SUMMARY

This role requires to own the Customer Management function and to play a critical role of championing customer retention/loyalty and satisfaction and driving the activities related to the same in the organization. This role also requires this person to develop a deep understanding of the company's products, and to be a mature and capable individual to shape this new function.

CRITICAL BUSINESS ACTIVITIES

- Optimize the customer life time value by focusing on customer retention, customer journeys and customer satisfaction metrics

- Dive into the data to link different aspects of the customer data to get the full view of customer metrics and behaviours

- Utilize statistical and analytical techniques to optimize relevant metrics

- Track and optimize for online/digital metrics like drop-outs/bounces, conversions, log ins etc.

- Manage a team of 2-4 people and co-ordinate activities with other functional groups

COMPETENCIES AND EXPERIENCE

Technical Skills and Experience

- An MBA graduate with full time work experience of at least 5 years in the relevant areas like customer retention, loyalty, managing retention campaigns, customer journey management and optimization for an online/ecommerce company

- Prior knowledge of marketing analytics or customer analytics techniques like segmentation, predictive modelling, A/B and multivariate testing and conversion optimization

- Knowledge of data analysis techniques and tools like SAS, sql, R, Python

- Very good communication skills

- Ability to deal with people issues and motivate individuals

Competencies Required

- Investigating Issues: Ability to manage customer related problems ensuring their retention and satisfaction. Also figuring out the consequences of the related problems and act quickly in resolving the same

- Communicating Information: Ability to persuade, convince and influence cross-functional teams to gain alignment and commitment from the group. Demonstrate clear, logical and concise arguments when presenting own position and get the teams to accept a point of view

- Providing Leadership: Ability to inspire others to work towards a common goal by engaging and empowering the team. Persuades others; builds consensus; gains cooperation from related stakeholders to obtain relevant product information and accomplish goals. Also, providing clarity and direction through a compelling vision of the future

- Structuring Tasks: Ability to work methodically by planning the activities, sets priorities, maintain confidentiality and consistently acts with integrity. Maintain productivity and master the art of multi-tasking

- Driving Success: Ability to identify critical paths and drive the plans to support one or more complex products and deliverable with a commitment to quality and time. Focusing on accomplishing the key objectives of both self and teams- goals