Customer Analytics Manager
3 weeks ago
**Are you passionate about using data to drive impactful product decisions?**:
We're looking for a **Customer Analytics Manager (Operations Analytics)** 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 (Operations Analytics)** **will champion analytical initiatives designed to advance Jobber's Acquisition efficiency. The purpose of the role is to ensure that Marketing and Sales teams have all the information they need to make decisions to optimize the customer acquisition strategies. Jobber is growing at a fast pace and this role will support the company's growth strategy with critical insights and business recommendations.
The **Customer Analytics Manager (Operations Analytics)** will:
- Collaborate with Sales and/or Success operations teams to understand their business objectives and define analytical requirements (e.g. analysis, KPIs, BI, Data Science) and socialize the proposals to ensure stakeholder' alignment & buy-in
- Partner with Revenue and/or Success Operations teams to identify and drive opportunities for operational efficiencies such as Sales and/or Success team's target setting processes, Rep efficiencies and sales funnel performance improvement
- Perform in depth (hands-on) analysis to drive insights, and inform business recommendations to improve the top of the funnel performance and customer experience
- Be responsible for the development, oversight and presentation of insights for business reviews and leadership updates
- Be a thought partner to Jobber's Sales and/or Success teams by proactively proposing analytical solutions and data insights that drive improvements in lead optimization strategies, win rates, customer engagement, retention and overall customer experience
- Provide BI & Data team with requirements for customer analytics data, reports and dashboards
- Collaborate with Data Science team on ML / AI developments and development of automated A/B testing capabilities for the acquisition and customer success functions
- 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 (including development of new metrics) that drive business insights
**To be successful, you should have**:
- Deep understanding of SaaS business metrics & measurement for customer acquisition effectiveness
- Previous experience in sales funnel analytics or operational analytics is an asset
- Strong quantitative skills and experience utilizing scientific analytical methods and quantitative analysis techniques
- Expert-level SQL programming and problem solving skills
- Solid understanding of complex relational data structures
- Data Science experience and hands on knowledge of Python are an asset
- Passionate about 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 communicator 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
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