Senior Manager, Customer Insights

2 weeks ago

Singapore StarHub Full time
What is the focus of this role?

To lead the Customer Analytics & Insights team

To provide data analytics and customer insight support to drive engagement and customer lifetime value.

To manage external research agencies to deliver insightful qualitative analysis


The role works closely with the Data Science, Campaign Strategy & Rewards teams as a function of the Customer Lifecycle Management division.


Responsibilities include:

Analytics:


Conduct monthly deep dives on consumer segment performance (Sub-base, ARPU, Revenue and margins) with a second level insights on product performance by consumer segments.

Define, measure, and communicate key performance indicators for consumer segments.


Perform complex analysis and modeling for CLM and GTM activities, with the goal of maximizing revenue, market share and minimizing risk.

Assist in segment GTM strategy by identifying key drivers for business case/sponsorship and post mortem evaluation, effectiveness of campaigns

Provide actionable recommendations for opportunities that support business objectives identified through ongoing program and customer measurement.

Manage our research agencies to drive value through qualitative analysis

Forecasting & Budgeting:

Facilitate monthly forecast working session among Consumer Marketing teams prior to department interlock

Align team leaders with respective key drivers with planned marketing activities to meet forecast KPI

Responsible to submit Consumer forecast and explain trends driven by segment initiatives

Planning:

Promote consumer segment interests. Support the development of customer-centric marketing and analyses.

Developing relevant, distinctive and innovative marketing strategies to drive sales and retention among targeted segments

Improve overall Consumer margin with marketing activities planned according to customer segment margin mix

Develop new and non-traditional marketing channels to leverage relevant touch points to build segment community, shaping perceptions and encourage purchase behavior


Cross functional collaborations with Product and Finance on market needs for new creation, Digital, Sales and Customer Care team in driving compelling GTM plans.

Team Leadership

Manges up to 6 direct reports

Core responsibility to coach, retain and grow the team's capability and skillsets with an emphasis on empowering the team

Create an environment of continuous business improvement and a culture of innovation

Form part of the CLM leadership team and add value across Data Science, Customer Insights, Campaign Strategy and Digital Rewards

Manage and continuously evaluate the existing BI and Analytics tools for optimal performance

Essential skills and experience:

Degree in Statistics, Mathematics, Economics Engineering or similar field

Minimum of 10 years of analytical work experience in a related role, ideally 3+ in the telco industry

Prior experience using Python, R, SAS, SQL or similar tools

Tableau knowledge would be advantageous

Strong Microsoft Excel & PowerPoint skills

Required characteristics:

Quantitative and comfortable working with large amounts of data

A self-starter with analytical curiosity and strong business acumen

Team player who can work in a cross-functional environment

Strong leader who can guide and mentor at the operational and strategic level

Good verbal and written communication skills with the ability to present to a senior audience

Energetic and self-motivated - must be extremely organised and detail orientated

Strong analytical skills with an eye for an insight and the ability to make data driven recommendations

Qualifications:

Why would you take the role?

Looking for analytical experience within a fast-paced organisation

Love data and deep dive exploratory analysis

Have a passion for marketing & customer analytics

Enjoy working with statistical software

Want to focus on the technical side of analytics

Enjoy interacting with stakeholders across the business

Take satisfaction from seeing your recommendations driving success

Why would you not take the role?

Not looking to be a deep-dive analytics expert

No interest in developing your statistical software skills

Not interested in detail and prefer to focus on the big picture

To APPLY NOW, click on Skye

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