**Senior Manager - Customer Insights & Analytics International Center of Excellence at blithequark**

Are you a seasoned professional with a passion for customer insights and analytics? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! blithequark is seeking a highly skilled and experienced Senior Manager to lead our Customer Insights & Analytics International Center of Excellence. As a key member of our International Customer Engagement Team, you will play a pivotal role in shaping the future of customer engagement at blithequark. **About blithequark** blithequark is a leading global company dedicated to delivering innovative solutions that transform the lives of people and animals. With a rich history of innovation and a commitment to excellence, we are constantly pushing the boundaries of what is possible. Our International Customer Engagement Team is at the forefront of this innovation, working tirelessly to develop and implement cutting-edge strategies that drive business growth and customer satisfaction. **Job Summary** As a Senior Manager - Customer Insights & Analytics International Center of Excellence, you will be responsible for leading the development and implementation of a comprehensive insights strategy that empowers our organization to make informed, human-centric, and data-based decisions. You will work closely with cross-functional teams to extract actionable insights from complex data sets, drive business growth, and enhance customer satisfaction. **Key Responsibilities** * Develop and execute a comprehensive omnichannel analytics strategy aligned with blithequark's sales and marketing objectives (40%) + Analyze diverse customer data sets from multiple sources (CRM, sales data, website analytics, social media, surveys) to identify trends, behaviors, and opportunities. + Develop and implement advanced behavioral customer segmentation models to support development of personalized marketing strategies and to improve customer targeting. + Provide actionable insights to enhance customer acquisition, retention, and lifetime value for both veterinary customers and animal owners. + Enable development and enhancement of customer journey maps for increased customer satisfaction. * Provide actionable insights to enhance customer acquisition, retention, and lifetime value for both veterinary customers and animal owners (40%) + Support Omnichannel Marketing Manager to conduct comprehensive customer journey mapping to identify pain points, gaps, and opportunities for improving the customer experience. + Collaborate with Omnichannel Marketing Manager, Digital Platforms Team, and wider Customer Engagement Team to support design of solutions that enhance customer journey and increase customer satisfaction. + With the wider Customer Engagement teams collaborate with Category Managers to develop targeted strategies based on customer segments and support generation of strategy for integrated omnichannel promotion for execution. * Develop and maintain comprehensive omnichannel reporting dashboards and KPIs (40%) + Collect business stakeholder analytics and dashboard requirements to ensure omnichannel customer reporting dashboards and KPIs are meeting stated needs. + Define key performance indicators (KPIs) to assess the effectiveness of omnichannel marketing campaigns on customer engagement. + Monitor and report on omnichannel engagement metrics to assess campaign performance and customer interactions. + Assess the effectiveness of campaigns using key performance indicators (KPIs) and attribution models. * Collaborate with the wider Insights & Analytics team and Digital Platforms team to identify internal and external commercial data sources (20%) + Provide input in establishment of quality standards for data collected internally and externally. + Identify and evaluate third-party data sources to identify the most appropriate data required to support and inform commercial business decisions. **Organizational Relationships** * Centre of Excellence (CoE) Customer Engagement Teams, Category Managers, and other CoE teams * Cluster Vice Presidents and Commercial Operations colleagues in International * Local Market Digital & Marketing colleagues * Global Corporate Communications and Branding teams * Global CX team * Analytics & Research Teams * ZTD and Data Scientists * Legal & Regulatory * Counterpart in US organization **External Relationships** * Media Agencies * Creative Agencies * Specialist digital partners * Media Owners (e.g., Google, Facebook, etc.) **Resources Managed** * Supervision: Sr. Leader: Managing self * Member of CoE * Possible travel in country and abroad **Education and Experience** * Minimum of 7 years' International commercial or digital experience, ideally in a regulated industry * Proficient in customer analytics and digital media with a working knowledge of paid media campaign activation and campaign management * Experience measuring, mining, and generating insights from customer engagement data within all digital & traditional channels, including sell-in and sell-out, CRM Data, website, paid media, social media, Salesforce Marketing Cloud, Sales representative channel data, e-learning, and other data sets. * Experience and knowledge of advanced Statistical models and methods, and Statistical Design of Experiments * Deep expertise in at least one statistical analysis platform such as R * Strong Google Analytics experience * Econometrics/marketing mix modeling project management experience and ideally delivery/implementation experience * Previous experience in SQL, GA, GTM, Power BI * Proficiency in data analytics tools and software, as well as a strong command of data visualization tools to present findings effectively **Technical Skills Requirements** * Leadership skills ability to influence, motivate, identify opportunities for growth * Outstanding communicator internally and externally * Capable of translating complex concepts into simple and actionable narratives * Customer centricity with a strong service orientation, champions a customer-focused environment * Proven to produce outstanding results as a leader of teams/projects * Ability to organize and prioritize multiple projects in a fast-paced, dynamic environment * Ability to oversee complex, cross-regional projects that require input from internal and external stakeholders * Strong knowledge and expertise in digital marketing disciplines; media management, digital customer experience brand, and marketing planning * Strong networking skills, builds successful and effective relationships * Strong project and process management skills with exceptional attention to detail * Excellent English language communication skills - both written and verbal (other languages a plus) **Physical Position Requirements** * Tblithequark supports a hybrid work environment. * Full-time If you are a motivated and experienced professional with a passion for customer insights and analytics, we encourage you to apply for this exciting opportunity to join our team at blithequark.