Airgas-posted 3 months ago
Full-time • Mid Level
Radnor, PA
5,001-10,000 employees
Building Material and Garden Equipment and Supplies Dealers

The Customer Journey Analytics Manager is responsible for understanding and enhancing the end-to-end customer experience. This role requires a strong focus on leveraging data analytics to inform strategies that improve customer engagement and retention. With expertise in tools like Adobe Analytics and Power BI, the CJA Manager will develop insights into customer behaviors and provide data-driven recommendations to drive sales and mitigate customer churn. This position will involve cross-functional collaboration with teams across the organization to support projects that align with broader business goals. We are seeking a highly analytical and motivated individual to join our growing team.

  • Continuously develop a comprehensive view of the customer journey and identify key touchpoints by utilizing tools like: Adobe Analytics, Power BI, and Data Studio to gather, analyze, and visualize online and offline data
  • Lead, mentor, and nurture a team of direct report, internal customer journey analysts
  • Foster a culture of creativity with your team in developing a data-driven decision-making environment, focusing on continuous improvement
  • Responsible for understanding, mapping, and optimizing the end-to-end customer journey across all touchpoints
  • Create and maintain reports, dashboards, and other visualization tools to effectively communicate analytical findings with stakeholders and business owners
  • Create and improve digital analytics strategies to enhance the company's overall data analysis efficacy
  • Collaborate closely with e-commerce, marketing, and data science teams to apply insights and support initiatives that enhance customer engagement, retention, and satisfaction
  • Define and monitor KPIs relevant to customer journey success, reporting regularly on performance and suggesting areas of improvement
  • Scope projects and manage risks, determine project plans and deadlines, and manage team of digital data analysts
  • Lead meetings with stakeholders to discuss related project findings and opportunities uncovered
  • Manage iSupport tickets and assist in Business User Acceptance training for any changes pushed to the website
  • Provide guidance, mentorship, and performance feedback to team members, fostering a collaborative and results-driven environment
  • Stay current with industry trends, emerging technologies, and best practices in digital and customer journey analytics
  • Manage internal Smartsheet of customer analytics team requests, communicating with requestors/stakeholders of project status, issues, and completion estimates
  • Bachelor's degree or higher in Business, Data Analytics, or equivalent work experience
  • Strong analytic curiosity and innovative problem-solving skills using a systems- and evidence-driven approach
  • 5+ years of proven experience in analytics role
  • 1+ years project management and team leadership experience
  • Understanding of relevant company data platforms (Power BI, Adobe Analytics, SAP, Business Warehouse, etc.)
  • 1+ years experience in mapping the customer journey to understand needs and pain points at each stage
  • 2+ years experience with Adobe Analytics, Customer Journey Analytics, or a comparable digital analytics tool is required
  • Proven experience managing projects from concept development to execution and evaluation
  • Experience in building meaningful, actionable reports to stakeholders
  • Ability to work under pressure on multiple projects simultaneously while meeting deadlines
  • Strong written and verbal communication skills, with the ability to distill complex data for a diverse audience
  • Previous team management experience preferred
  • Medical, dental, and vision plans
  • Vacation, sick time, floating holidays, and paid holidays for full-time employees
  • Progressive parental leave package for eligible Airgas parents
  • 401k plan with company matching funds
  • Tuition reimbursement
  • Discounted college tuition for employees' dependents
  • Airgas Scholarship Program
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