Customer Analytics Manager
2 months ago
**Are you passionate about using data to drive impactful product decisions?**:
We're looking for a **Customer Analytics Manager** **(Engagement & Monetization) **to be part of our Business Analytics team.
Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers, while providing an easy and professional customer experience. Running a small business today isn't like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That's why we put the power and flexibility in their hands to run their businesses how, where, and when they want
Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada's Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail's Canada's Top Growing Companies list, and Deloitte Canada's Technology Fast 50, Enterprise Fast 15, and Technology Fast 500 lists. With an Executive team that has over thirty years of industry experience of leading the way, we've come a long way from our first customer in 2011—but we've just scratched the surface of what we want to accomplish for our customers.
**The team**:
Business Analytics is part of the Business Operations team, our internal consulting team - they're the decision support mechanism that connects data, business insights and an internal tech stack (systems) with the rest of the organization. In essence, Business Analytics is a central function that exists to drive business outcomes in all corners of Jobber's ecosystem.
**The role**:
Reporting to the Head of Customer Analytics, the **Customer Analytics Manager** **(Engagement & Monetization)** **will champion monetization (upsell / cross-sell) and retention analytics designed to profitably grow Jobber subscription and Fintech revenue.
The **Customer Analytics Manager **will:
- Be a thought partner to the Marketing, Expansion, Fintech and Retention teams by proactively proposing analytical solutions and data insights that help improve customer engagement, grow customer lifetime value through Subscription and Fintech upsell & cross-sell, and increase customer retention
- Collaborate with stakeholders to understand their business objectives, translate business objectives into proposed solutions (e.g. analysis, KPIs, BI, Data Science) and socialize the proposals to ensure stakeholder' alignment & buy-in
- Perform in depth (hands-on) analysis to drive insights, and inform business recommendations
- Responsible for the development, oversight and presentation of customer performance insights for business reviews and leadership updates
- Develop and implement solutions to measure and optimize the impact of ongoing operational and strategic activities on Product engagement and expansion
- Provide BI & Data team with requirements for customer analytics data, reports and dashboards
- Collaborate with Data Science team on ML / AI developments supporting Customer Analytics, GTM Marketing strategy and development of automated A/B testing capabilities
- Support experimentation initiatives by providing requirements for A/B design and executing success measurement and statistical quantification
- Make recommendations that enhance our reporting capabilities, establish best practices and an ability to scale
- Be curious about possibilities and explore techniques, data or unique new ideas that drive business insights and enhance our capability of reporting efficiency of retention initiatives
**To be successful, you should have**:
- Deep understanding of SaaS business metrics
- Strong quantitative skills and experience utilizing scientific analytical methods and quantitative analysis techniques
- Expert-level SQL programming skills
- Solid understanding of complex relational data structures
- Experience of Customer Segmentation or Understanding of Predictive Modeling for churn or upsell/cross-sell
- Experience in Fintech is an asset
- Passion for storytelling using data with an ability to synthesize complex information into simple, clear and compelling actionable insights
- Strong business acumen & ability to define strategic initiatives and oversee the development of impactful proposals
- Strong communication skills with the ability to work collaboratively across multiple teams
- Ability to design solutions under data & time constraints
- Experience of mentoring junior analysts in the team (is an advantage)
**You should also**:
- Be proactive and relentless. You are comfortable seeking information independently, solving conceptual problems, corralling resources and delivering results
- To have a strong and confident communication style. You have the ability to actively listen, empathize
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