Mgr Customer Insights and Analytics - PCC

Connection • Wilmington, OH

6h • $93,000 - $119,862

About The Position

Working under minimal supervision of the Sr. Director of Customer Operations, referring only exceptional problems and issues for management review or approval, the Manager, Customer Insights & Analytics works closely with our customers and suppliers providing an in-depth range of customer related data analysis and reporting. Specifically, the Manager collects and analyzes customer data to identify strengths and opportunities. Contributes to the development of a customer focused customer experience (CX) roadmap. Manages and reports on the execution of the roadmap. In addition, the analyst collaborates cross-functionally with stakeholders to turn data insights into actions which provide measurable improvements to the customer experience. Monitors and measures the impact of customer experience initiatives and KPIs to identify ongoing enhancements. The Manager leads the demand planning process for the TIDC and delivers accurate forecasts through data analytics in combination with coherent demand storylines. Supplies Senior Leadership with operational direction regarding demand planning, forecasting and sales and operational planning.
What We Do
We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.
Who We Are
Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.
Why You Should Join Us
You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Requirements

• Leadership skills with ability to manage and develop a team, providing constructive feedback and evaluating performance
• Strong abilities in data analytics and research.
• Knowledge of CX disciplines and metrics including loyalty, satisfaction, and net promoter score.
• Understanding of qualitative and quantitative research to assess customer value and customer journey.
• Flexible with ability to manage multiple priorities and work under pressure.
• Extensive experience in gathering and interpreting customer experience information.
• Proficiency in MS office and Power BI.
• Exceptional interpersonal skills and customer-centered approach.
• Collaborator with ability to work effectively across diverse departments.
• Strong communication skills with ability to collaborate with internal problem-solving contacts at all levels.

Responsibilities

• Develops and implements processes to collect, measure, and gain insights from customer data across multiple data sources, building a robust CX Insights Program.
• Oversees VOC text and sentiment collection from multiple data sources including Quality Management System, JD Edwards EnterpriseOne, client survey data, compliments, complaints, SLA performance, and case management systems.
• Evaluates VOC responses and partner cross-functionally with CX to ensure timely outreach to dissatisfied clients.
• Gathers data, assesses data hygiene, develops dashboard design, and applies statistical analysis and storytelling to deliver a regular cadence of customer reporting.
• Identifies customer segments for targeted approach for increasing revenue and retaining clients and lifecycle mapping.
• Creates leading indicator dashboards to leverage business opportunities or implement early corrective actions for at-risk accounts.
• Researches and benchmarks customer experience against like businesses and builds business cases for initiatives. Monitors industry trends and techniques, including impact of AI on data and metrics.
• Builds cross-functional partnerships to provide insights and turn findings into improved customer experiences, transforming the business to be more customer centric.
• Presents findings that improve our understanding of customer experience through executive summaries and briefings.
• Recommends changes to help drive data-based strategic decision making
• Drives continuous improvements in planning and execution.
• Directs and develops the scheduling and production support staff, providing guidance and training with constructive feedback and conducts performance evaluations regularly.
• Leads the planning process for TIDC and delivers accurate forecasts through data analytics in combination with coherent demand storylines.

Benefits

• You’ll find supportive teammates and a rewarding career at Connection—plus great benefits.
• We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.
• Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive.
• We value the importance of our employees’ emotional wellbeing.
• To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources.
• You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees