Marketing Analytics Manager

US-PA-Berwyn
# Positions
1
Requisition ID
2017-3310

 

ModSpace seeks a Marketing Analytics Manager to join our Corporate Marketing team focused on Customer Experience. Based in our North American headquarters in Berwyn, PA, this experienced data analyst collects and analyzes metrics and information related to the customer lifecycle experience at ModSpace to:

  • understand current customer processes and the impact on satisfaction and profitability
  • identify and report on gaps or areas for improvement as well as gains and best practices
  • facilitate communication of measurements, efforts experience initiative outcomes
  • drive a more efficient and satisfying customer experience!

For more about ModSpace and what we do, visit our YouTube Channel!

Day to day responsibilities may include:

  • Tracking and reporting all aspects of the customer experience including customer service information, call metrics, service cases, internal and external complaints
  • Regular and ad-hoc analysis of metrics including dashboard development, automated reporting, and a quarterly “Quality of Experience” report
  • Assistance in root cause analysis
  • Presenting analysis, insights, and recommendations to functional leaders
  • Support and management of established monthly and daily customer feedback programs;
    • NPS (Net Promoter Score) Program
    • Rate Us Program
  • Post-mortem reporting/analysis to evaluate effects of product, service, and/or process design changes on customer satisfaction
  • Hands-on engagement and observation of workflow to collect data, validate analysis, identify best practices, and pilot suggestions

Successful applicants should have:

  • A Bachelor’s degree
  • 8 years’ or more experience in analytics or continuous improvement
    • order fulfillment and/or distribution a plus
  • Data collation and modeling skills including proficiency in Excel for modeling and the ability to utilize/master various analytics tools
  • The ability to communicate and influence effectively at all levels including strong use of PowerPoint
  • Ability to travel to other offices as required including overnight.
  • General understanding of governance framework (roles and responsibilities, escalation and communication processes, handoffs and control points
  • Lean or Six Sigma certification is preferred

 

We provide a state-of-the-art, business casual office environment, in addition to a wide range of employee benefits: 

  • Paid Time Off – 20 days per year to start (US) plus company holidays!
  • Medical, Dental and Vision Insurance Plans
  • Employee and Dependent Life Insurances
  • Short-term and Long-term Disability Insurances
  • 401(k) Plan with Match (US) / Defined Contribution Plan (Canada)
  • Flexible Spending Accounts for Medical or Dependent Care Expenses (US)
  • Supplemental benefit offerings such as health and wellness discount programs, will preparation services, affinity programs

A career with ModSpace offers professional development and opportunity with a stable and growing North American firm. Our mid-size means our employees enjoy the resources of a large company in an environment where they are highly visible and have a direct impact on performance.

 

Come build your future with ModSpace!  

 

 

ModSpace believes diversity makes us a stronger organization. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, creed, color, religion, gender, sex, national origin, age, marital or family status, sexual orientation, genetics, disability, military or veteran status or any other legally protected condition or characteristic.

 

For more information about ModSpace, please visit www.modspace.com in the US or www.modspace.ca in Canada.

 

Please view a copy of our US Equal Employment Labor Law poster here: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

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