CRM Solutions & Analytics Manager

Location:London

Languages:English(Fluent),andanyEuropeanlanguagewouldbeanadvantage

Contract:40haweek,fulltime,Hybrid3daysinoffice(CanaryWharf)

Idealstartdate:ASAP

JobTitle:ConsumerInsightsSpecialistorAnalyticsandReportingManager

PositionOverview:

PoweredbyComdataGroup,wearesupportingourclient‘TheCocaColaCompany’withexcellentConsumerCareomnichannelservices.ThisisauniqueopportunitytoworkasanAnalyticsManagerforourConsumerCareEuropeanTeamdedicatedtoCoca-Cola(30marketsinEurope).Welookafterthewayourpartnerengageswiththeircustomers,throughtraditionalandsocialmediacareandgivesupporttotheirexcitingcampaigns.

AsaAnalyticsManagerfortheConsumerCareteamyouwillbeanalysingdatafrom50fulltimeemployeesacross30differentEuropeancountries.ThisisanintegralpartoftheConsumerCare/Consumerserviceteam,whichwillenableaconstantimprovementofConsumerCarePracticeswhilehelpingtheteamtoreachitstargets.

KeyResponsibilities asanAnalytics&ReportingManager:

• CRM Salesforce Expertise & Innovation: Be the technical expert in leading different global innovative projects within CRM Salesforce such as automatizations, reports, dashboards, Agentforce, Einstein, Connectors with other CRM tools. Genesys experience is a plus.

• Process Optimisation & Automation: Identify opportunities to streamline, standardise and automate reporting and operational processes, improving efficiency, accuracy and scalability. Conduct ad-hoc analysis to identify process gaps, root causes and opportunities for continuous improvement.

• Reporting & Performance Management: Own weekly, monthly, quarterly and annual reporting across Consumer Care and other customer channels, with a key focus on monthly business reviews. Translate complex performance data into clear, engaging insights and narratives, presenting key trends, achievements, challenges and opportunities to senior leadership and clients.

• Power BI Reporting & Dashboard Management: Manage and maintain existing Power BI dashboards, including data accuracy, refresh schedules and ongoing functionality. Develop new dashboards and reporting solutions aligned with evolving business and client requirements.

• Performance & Quality Analysis: Monitor key Consumer Care performance metrics, quality monitoring results and operational KPIs to identify trends, performance gaps and improvement opportunities, working closely with operational and training teams to drive targeted actions.

• Cross-functional Collaboration: Partner with Account Directors, Team Leaders, Training Managers and other stakeholders to understand business requirements, provide actionable insights and support performance improvement initiatives.

• Ad-hoc Analysis & Business Support: Provide timely analysis and reporting to support client queries, campaign performance reviews, operational decision-making and emerging business requirements.

JobRequirements:

• 3/5years'experienceinanAnalyticsManager;preferablyinanFMCGenvironmentandinConsumerCare.

• Stronganalyticalnumeracyskills&theabilitytoanalysedataandprovidedetailedcommercialinsightsinperfectlytailoredreports

• Youhaveexcellentknowledgeof(CRMSalesforce/Nexus)&Microsoftsuite(excel,ppt,Outlook),PowerBi,SQL

• Haveexperienceinend to endownershipofcomplexanalyticsprojects(requirementsgathering,technicalexecution

  ,andstakeholdermanagement).

• Havethecapabilitytoworkonseveralprojectsatthesametimeandprioritiseaccordingly

• Theabilitytobuildstrongworkingrelationshipswithteammembersandkeystakeholders.

• Strongexperienceinpresentinganalyticalfindingsandsolutions

• Beingateamplayerandexpertcollaborator;youareorganised,anddetailorientatedwithyourapproachtowork.