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Senior Customer Analytics Manager - XpertHR - Sutton

Customer Services - Support & Training
Reed Business Information
REE00AIT Requisition #

Overview Senior Customer Analytics Manager – based in Sutton

XpertHR is a market-leading online HR resource, providing a comprehensive and accurate source of employment law, good practice and benchmarking information to HR professionals. A division of FTSE 100 company Reed Business Information, XpertHR is based in Sutton, a short 20 minute journey from Clapham Junction or Wimbledon. 

We have a rare opportunity for an impressive Senior Customer Analytics Manager to head up a newly established customer analytics team. We are looking for an exceptionally talented individual to, in conjunction with the senior leadership team (SLT), establish XpertHR’s data and business intelligence vision and lead the execution of the global strategy. Joining up and studying customer, market and competitor information to help our US and UK businesses to accelerate growth.  

You will support the SLT to make informed decisions about their business. This could range from how customers wish to consume data, to which markets have weak competitor penetration or positioning and where our brands needs to improve its customer offering.

This is a business critical role, working with sales, marketing, strategy, product and content teams to ensure customer’s needs are at the heart of our decisions. The role will also work in a community of global customer analysts, sharing knowledge and best practise to accelerate growth.

In collaboration with the marketing director, establish the vision and strategy for the customer analytics function alongside managing the team (2/3 direct reports) responsible for delivering it
Communicate a clear vision that inspires and aligns others to achieve their goals, translating high level strategy into practical delivery (ROI) for the team
Work cross functionally to connect and interpret data and insight in order to support a deeper understanding of customers and marketplace
Undertake strategic analysis to gain better understanding of the customer base, discover key pinch-points where to drive sales and repeat purchase, to model customer performance, to provide diagnostic analyses to explain trends and patterns amongst the customer base
Deliver solutions to customer experience and ensure strategic plans are executed in order to positively impact retention & with a view to creating great customer advocates and references

Deliver regular customer reports/dashboards to track key purchase behaviour indicators (acquisitions, buying behaviour, churn levels, product category spread etc.) and analyse data to identify key business opportunities, customer segments, behavioural indicators, trends that can be affected to improve sales, ensuring that learnings are communicated throughout the business where relevant
Translating customer insights & analysis into actions and recommendations
Develop regular reporting of insight that identifies leading and lagging indicators of commercial performance against specific use cases
Leading impactful cross-functional projects with a view to positively influencing strategic engagements with both internal and external stakeholders such as demand modelling key trends data usage and attribution modelling, and modelling marketing cost ROI.
Competitor and Market Analysis
Review, recommend and implement Competitive insight gathering into existing workflows such as NPS, customer communications and events with practical and scalable solutions
Develop regular reporting of competitor insight that identifies threats and opportunities – focussing on key strategic markets and products, using internal and external sources 
Build an understanding of the Competitive Insight. Identify trends and patterns and their impact on business performance, both short and long term. 

Technologies Supporting the Role
Customer Intelligence tools, automation systems (such as Salesforce and Eloqua), Business Intelligence tools, web analytics, product usage intelligence, data management tools, demand modelling

Bachelor’s degree is required, preferably in business, marketing or related field

Ability to translate business challenges and questions into briefs for data analysts to work on and translate their output back into actionable insights for the business
Ability to communicate complex information in a clear and meaningful manner
An analytical approach to problem solving with the ability to think logically
Ability to take ownership of tasks and work on own initiative
Highly numerate
Experience working collaboratively with data analysts / data scientists conducting analytics and modelling 
A strong background in data interrogations, interpretation and insight provision
Previous experience of database querying desirable
An ability to work collaboratively across teams and in a matrix environment

About Reed Business Information 

Reed Business Information (RBI) provides information, analytics and data to business professionals worldwide. Our strong global products and services hold market-leading positions across a wide range of industry sectors including banking, petrochemicals and aviation where we help customers make key strategic decisions every day.  RBI is part of RELX Group plc, a world-leading provider of information solutions for professional customers across industries.


RBI is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

RBI General Benefits Package:

RBI pays competitive salaries and has a comprehensive set of benefits. 

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