Commercial Analytics Manager (Sales, Marketing, Customer Service)

Job Description

As the Commercial Analytics Manager you are a critical contributor to delivering cutting-edge analytics services to stakeholders, enabling them to make fact-based decisions. You generate insights that help to better understand the customer, expand reach, increase opportunities and advocacy, and ultimately drive sales and service strategies. You are part of the Customer Experience team which manages the sales and customer support operations including the digital platforms. You will understand the needs across the US, Canada, and LATAM, and develop standardized measurements and KPIs at the enterprise level. You are a subject matter expert in data management, accuracy and standardization. You will develop advanced KPIs and establish standard procedures for KPI work across a shared service.

The manager must be able to communicate effectively at all levels of the organization and utilize best practice project management skills to lead improvements and manage change. The ideal candidate will have experience in customer experience analytics, is exceptionally curious but focused, and seeks a meaningful role that supports growth and career advancement. Responsibilities include:

Data governance

• Define and standardize commercial metrics, KPIs and reporting frameworks across Marketing, Sales and Customer Service in the US, Canada and Latin America

• Get business stakeholders to agree on shared definitions, such as qualified lead and active customer, and maintain a data dictionary as the single reference

• Make sure data standards and reporting align with parent company reports

• Assign data ownership and stewardship so each data domain has a team accountable for its accuracy

• Monitor data quality, find inconsistencies across systems, and resolve gaps at the source

• Reconcile reporting discrepancies between dashboards and source systems, with a focus on Salesforce and other core business systems

• Document analytics tools, processes and data sources Dashboard creation

• Turn business questions and KPI requirements into datasets, measures and formulas, including metrics that don't yet exist in any report

• Combine data from Salesforce, Snowflake, Adobe Analytics and Qualtrics to create a unified view of the commercial funnel

• Build, refine and maintain dashboards in Tableau, working through a backlog of new reporting

• Deliver the executive commercial funnel report, linking marketing, sales and customer service KPIs to business results

• Build lead management reporting that tracks customer leads more closely

• Validate data accuracy before release, and keep reporting refreshed on schedule

• Promote self-service analytics through easy-to-use dashboards and training resources for business users Project management

• Lead cross-functional analytics projects with Marketing, IT and the Salesforce team

• Assist with project roadmaps with clear milestones, owners and deadlines, and hold partners accountable without formal authority

• Gather requirements from the Salesforce and data teams, and translate business needs into clear data and extract specifications

• Prioritize competing requests from stakeholders, and manage expectations across the backlog

• Tailor communication to the audience: concise, results-focused updates for executives and detailed requirements for technical teams

• Lead change management as new definitions, dashboards and processes are adopted

Skills and Requirements

• Bachelor's or advanced degree in Analytics, Data Science, Computer Science, Engineering, Math, Economics, or related field.
• 5-7 years of experience in advanced analytics, data visualization, and dashboard development (e.g., Power BI, Tableau, advanced Excel).
• Demonstrated experience with data governance and integration across sales, marketing, and customer service functions.
• Strong technical skills with data management platforms and CRM systems (Salesforce preferred).
• Ability to solve complex business problems and translate into meaningful KPIs.
• Relevant experience in cross functional project management for data governance or integration projects.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].