Frasers Group is on the hunt for a Customer Service Reporting and Insights Manager to join our expanding team. Operating within a centralized Customer Service Support function, your focus will be on managing our Customer Service Contact Centre activities across the entire group. You'll be a key player in a small but vital team at the heart of our business, helping shape high-level strategic choices. If you're analytically inclined, an effective communicator, and can thrive in a fast-moving and ever-evolving business landscape, this role is tailor-made for you.

• Handling extensive data sets: Your task will be to analyze, interpret, and derive conclusions that will inform crucial business decisions
• Data Compilation: You'll be responsible for gathering data and crafting reports to gauge Customer Service Performance, both in-house and outsourced
• Team Management: Lead a small cadre of Business and Data Analysts to generate and sustain reporting mechanisms
• Operational Dashboards: Craft real-time dashboards to be used within the Customer Service Team
• Insight Management: Oversee the reporting and insights consumed by our Senior Executive team
• Reporting Functions: Develop and maintain reports that will serve the Customer Service Operations
• Data-Driven Optimization: Utilize analytics to enhance the efficiency of the Customer Service team
• Activity and Marketing Analysis: Assess how marketing efforts impact Customer Service
• Trend Identification: Spot trends and propose operational enhancements to the Customer Service Leadership
• Budget & Forecasting: Assist in financial planning, budgeting, and forecasting activities
• Business Intelligence Management: Handle reporting and Business Intelligence projects
• Continuous Improvement: Strive for never-ending enhancements in business processes

• Educational Background: A degree or its equivalent in Business, Finance, Math, Economics, Computer Science, or a related field.
• Problem-Solving: A knack for tackling challenges and a proactive attitude.
• Commercial Acumen: Ability to thrive in a global commercial setting and translate technical data into business insights.
• Curiosity: Always questioning, and a focus on continual self-improvement.
• Communication: Proficient in engaging with stakeholders with varying levels of technical know-how.
• Numeracy: Exceptional numerical and analytical skills with acute attention to detail.
• Data Skills: Capable of dissecting large and intricate data sets.
• Technical Skills: Familiarity with Excel is required, while SQL & VBA are preferable. Experience in Data Visualization tools like Power BI, Tableau, or Looker is a plus.
• Relevant Experience: Prior experience in Customer Service Reporting and Insights is essential, as is experience in managing teams.

Benefits

• In return for joining us at Frasers Group, you will receive:
•  Staff Benefits which include.
• 20% off purchases made in our retail stores and online.
• 20% off our onsite Everlast Gym.
• Automatic entry into our world class bonus scheme – The Fearless 1000.
• Ongoing training and development with opportunities to progress your career as we continue to grow and expand.