Retail Performance Senior Analyst in Stratford-upon-Avon

The Business Performance Intelligence function within the Global Customer Care team has enabled a strong data capability model across the organisation to leverage data driven decision making across all aspects of Parts and Accessories Revenue performance and Customer Satisfaction. The role is part of the Retail Performance Intelligence team, aiming to integrate data-driven insight into operations to drive highly bespoke and predictive customer service.

Key Accountabilities and Responsibilities

• Insight generation: You will have access to a strong pool of information based on the outputs of 1700 retailers worldwide. You will set the way we generate insights from our existing data capabilities in the Retail Performance Intelligence (RPI) team. You will possess the ability to combine data from multiple sources to generate new insights, identifying correlations of events/activities to inform future action plans at retailer and market level. You will develop intelligence briefs for the team based primarily on our internal Retailer Benchmarking tool.
• Customer Retention analytics: You will own the calculation of the retention metric as part of your insight generation responsibilities. Your methodical and collaborative approach combined with attention to detail will enable you to achieve global consistency on developing this metric. Your objective will be to lead us towards an increasingly insightful way we measure how well we retain our Customers.
• Product development: As the RPI Intelligence lead, you play an integral part in understanding the data insights and how users interact with the data generation products. You will have full ownership of the “Ideas hopper” generated through feedback from Regions and Markets globally and/or by colleagues across the business. You will work closely with TCS & Systems and Data team to ensure on-time delivery of agreed hopper items.
• Project Management: Project management experience is required to ensure a methodical approach towards on-time delivery of stakeholder requirements, advancement of data capabilities with retail transactional data, and facilitation of integration activities to ensure improvements on user journey integrations across the business.
• Other tasks: Monitoring, reporting and provision of trends and achievements at market level.

Key Performance Indicators

• Identification of data-driven insights and opportunities to drive Revenue and Customer Satisfaction in market and at regional level.
• Quarterly development of opportunities via the Intelligence tools/funnel to be shared with Retail Performance Intelligence team.
• Document and cascade Market feedback for product and intelligence requirements.
• Identification of intelligence best practice based on results from agreed opportunities and presentation to relevant forums.
• Develop roadmap to achieve insight generation based on transactional data.
• On-time Retention reporting and insight generation enhancement of the metric.
• Identification and documentation of opportunities to simplify tools and processes.
• Ultimate success measure is P&A revenue and customer satisfaction improvement for identified underperforming Retailers.

Knowledge, Skills and Experience

• Essential: Good interpersonal skills with the ability to form and maintain strong relationships across functions and in Regions and Markets globally. Experience of delivering results through cross-functional working. Skilled communicator with the ability to communicate complex concepts. Project management skills. Results orientated and organised with the ability to plan and deliver against deadlines and motivate others to deliver. Business analytics knowledge of technologies, techniques and practices to manage complex datasets, analyse trends and summarise key messages and recommendations. Data visualization knowledge of tools and techniques for visualising business insights and information, able to create graphs, tables, images that relay the message clearly to the target audience. Knowledge of key tools such as Tableau.
• Desirable: Sound understanding of Retailer processes acquired through Automotive or Luxury retail experience.

Personal Profile

• Essential: Ability to bridge the gap between different technical and business communities with clear and tailored communications to ensure a common understanding. Demonstrable experience in working with customers to understand their problem statements and translate these to delivery teams to cost and deliver against. Development of customer centric user stories aligned to product features and products. Excellent attention to details and an eye for Tableau dashboard artistry and innovative visuals. Previous experience and knowledge of various data management tools (i.e. Big Query / EDW). Project management experience.
• Desirable: Agile delivery background with working knowledge of JIRA Project Management experience. Understanding of predictive profiling. Working understanding of Tableau, Anaplan, SQL, Google BigQuery. An individual with the ability to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style.