Director of Client Services & Loyalty Analytics

National Debt Relief, LLC.

1d•Remote

About The Position

As the Director of Client Success and Client Loyalty Analytics, you will serve as the strategic leader responsible for shaping and executing the analytics vision that drives strategy, evolution, and long-term results at National Debt Relief. This role will own the relationship with Client Success and Client Loyalty leaders to ensure all data required insights are being provided in a timely and consistent manner. The expectation from this role and the entire Client Success and Client Loyalty Analytics team is to deliver actionable insights that will drive success in client program performance as well as reduced client attrition. We expect this individual to be able to communicate with key stakeholders, drive consistency of data reporting, and build transparency of key indicators amongst the organization. In addition to being primary strategic partner with departments supported, you will lead and mentor a team, fostering a culture of innovation, collaboration, and data-driven decision-making at the executive level.

Requirements

Bachelor’s degree in Business, Economics, Data Science, or related field required.
10 years of experience in analytics, operations, or strategy; 3+ years in a leadership.
Deep expertise in funnel analytics, data segmentation, strategic support, and data storytelling.
Proficiency in SQL, Python/R, and experience with cloud data warehouses (Snowflake preferred).
Strong background with CRM (Salesforce) and sales performance analytics.
Experience with BI and visualization tools (Sigma, Tableau, Power BI).
Strong consultative and communication skills, with the ability to influence Leadership and Executive stakeholders.
Executive presence with the ability to balance strategic vision and operational.
Strong project and change management skills, with experience driving adoption of analytics in fast-paced sales organizations.
Computer competency and ability to work with a computer.
Prioritize multiple tasks and projects simultaneously.
Exceptional written and verbal communication skills.
Punctuality expected, ready to report to work on a consistent basis.
Attain and maintain high performance expectations on a monthly basis.
Work in a fast-paced, high-volume setting.
Use and navigate multiple computer systems with exceptional multi-tasking skills.
Remain calm and professional during difficult discussions.
Take constructive feedback.

Nice To Haves

Experience in financial services industry preferred.

Responsibilities

Manage and optimize the design and delivery of reports that analyze business functions, key operations, and performance metrics
Utilize Data Warehouse and Enterprise BI solution to empower leaders with performance clarity and insights for decision making
Interface with cross-departmental leaders to consistently challenge status quo
Proactively propose changes to strategy, while constantly considering what hurdles we can help client past in their program
Deliver strategic partnership on methodology to improve and test contact rate strategies
Deliver monthly and quarterly insights and executive presentations on performance and opportunities
Examine, interpret, and share results of experimental initiatives to partner on scale and impact
Translate complex analytics into clear, actionable recommendations for CS and CL Leadership and Executive Team
Develop and lead a high-performing team of analysts, providing coaching, mentorship, and career development
Establish and maintain KPI definitions and performance over time
Deliver necessary data support for short term and long term strategy planning and goal setting
Partner as analytical leader with clear data storytelling and strategic recommendations cross-departmentally
Drive process improvements in analytics, reporting, and forecasting to increase speed, accuracy, and decision impact