Senior Customer Analytics Manager
- Full-time
- Working Hours: 35 hours per week
- Salary: Competitive
- Department: Brand & Marketing
Company Description
Here at esure, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.
It’s an opportunity you simply don’t want to miss. You can expect our investment in you to include a highly competitive package, career and development opportunities and flexible benefits built around you and your lifestyle.
Job Description
We have a fantastic opportunity for a Senior Customer Analytics Manager to join our Customer Marketing team on a full-time permanent basis. This is a fully flexible hybrid role.
Responsibilities
- This exciting opportunity will lead the CRM data team to deliver programs across all areas of the customer lifecycle from welcome, cross-sell, loyalty & retention
- Lead the customer data analytics strategy to achieve annual customer marketing plans and programs
- Lead thinking on customer segmentation and data triggers for effective CRM programs, collaborating with central Data Science, Pricing and IT teams to build and operationalise models and deliver high-value segmentation
- Lead deep dives to uncover customer insights and opportunities, and contribute to business case and strategic development for new customer marketing initiatives
- Work closely with IT and Customer Marketers to maximise value from the campaign management platform, acting as SME for platform data requirements and championing automation
- Line management of a direct team of campaign analysts, developing them and providing the right level of structure and support to allow them to succeed
- Lead the design and build of automated easy-to-understand reports and dashboards, and lead deep dive analysis to track results, customer base trends and draw-out the so what?
- Be on the front foot in identifying issues, embedding processes for QA and checking of data
- Continually reviewing learnings for future tests & decisions, and promote a culture of continuous improvement, innovation and testing
Qualifications
- Proven experience leading a strategic CRM data & analytics team, selecting and analysing data-driven customer marketing campaigns across both offline and online marketing channels.
- Experience with design and implementation of customer segmentation & targeting strategies
- Experience using CRM campaign management platforms very desirable (or familiarity with and enthusiasm to get closer experience), such has Salesforce, Braze, Adobe Campaign
- SQL, Excel. SAS skills needed, Python is also desirable
- Good knowledge of normalization methodologies to provide robust test and control cells
- Curiosity, with ability to collect, examine and use fragmented data from multiple sources to inform new strategies and campaigns
- Careful attention to delivery and QA, ensuring the right controls are in place to protect data integrity and ensure accuracy from a campaign analytics team
- Excellent problem-solving skills. Taking ownership of issues, understanding trends and root cause
- Good communication skills, and ability to present technical information and results in an understandable way for the business.
- Experience with line management or overseeing the output of campaign analysts
- Comfortable with ambiguity in a changing environment
Additional Information
- 33 days annual leave (including bank holidays), rising with length of service
- Up to 10% annual bonus
- Holiday buy/sell scheme
- Refer a friend scheme, up to £1,000
- Employee discounts on esure products
- Opportunities for career progression
- Contributory Pension
- Life Assurance (3x annual salary)
- Employee Assistance Programme