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

Join arenaflex, a leading global company in the animal health industry, as we embark on an exciting journey to revolutionize the way we understand and engage with our customers. As a Senior Manager - Customer Insights & Analytics International Center of Excellence, you will play a pivotal role in shaping the future of customer experience at arenaflex. This is an exceptional opportunity to leverage your expertise in customer analytics and digital media to drive business growth, inform strategic decisions, and deliver personalized customer experiences.

About arenaflex

arenaflex is a global leader in the animal health industry, dedicated to improving the health and well-being of animals and the people who care for them. With a rich history of innovation and a commitment to excellence, arenaflex has established itself as a trusted partner for veterinarians, pet owners, and animal lovers worldwide. Our mission is to provide innovative solutions that improve animal health, while also driving business growth and profitability.

About the Role

As a Senior Manager - Customer Insights & Analytics International Center of Excellence, you will lead the development and implementation of a comprehensive insights strategy that empowers arenaflex to make informed, human-centric, and data-based decisions. You will be responsible for extracting actionable insights about customer behavior from complex data sets, ultimately contributing to the achievement of strategic objectives. This role is pivotal in shaping the holistic view of the customer that enables personalized customer experiences.

Key Responsibilities

* Develop and execute a comprehensive omnichannel analytics strategy aligned with arenaflex'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. + Identify opportunities for campaign optimization and share insights with Category Managers, Omnichannel Marketing Manager, and in-market Marketing teams.

• Collaborate with the wider Insights & Analytics team and the data quality manager to identify internal and external commercial data sources (20%)

+ Identify and evaluate third-party data sources to identify the most appropriate data required to support and inform commercial business decisions. + Provide input in establishment of quality standards for data collected internally and externally.

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

• 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

* Tarenaflex supports a hybrid work environment.

• Full-time

If you are a motivated and results-driven professional with a passion for customer analytics and digital media, we encourage you to apply for this exciting opportunity to join arenaflex's International Center of Excellence. Apply for this job