CUSTOMER INSIGHT ANALYST HF

Job description

At Saint-Gobain we design, manufacture and distribute materials which are key ingredients in the wellbeing of each of us and the future of all. Join our innovative, passionate and entrepreneurial community to improve the world of tomorrow with us.
DESCRIPTION DU POSTE
Support the CertainTeed strategy in terms of customer loyalty management through providing insight on customer perception trends against key business initiatives. Analyzing and providing meaningful insight on customer expectations and requirements in order to gain, maximise and sustain a competitive advantage and drive cultural change through effective customer relationship management.
- Analyse customer experience data to identify trends in customer behaviour around key business initiatives
- Analyse customer complaints data to provide business insight and help prioritise operational improvement plans
- Analyse new customer data and provide the insight on who to attract, onboard and sustain new customers in order to increase the market share
- Provide an insight on effectiveness of customer contact methods – external sales force visit, internal sales support call, direct marketing, SMS, email etc. and identify groups of customers most perceptive to specific communication methods
- Create customer segmentation processes/measures to identify differentials in the customer base across CertainTeed, to ensure the business is improving the customer experience as required i.e. identify groups of individuals that are similar in specific ways relevant to marketing such as age of organisation, interests and spending habits, and work with the business as necessary, to adapt our customer approach as required – with an overall aim to improve customer growth/spend
PROFIL RECHERCHÉ
- Excellent English and maths abilities
- M.S. or Ph.
D. in a relevant technical field, or experience in a relevant role
- Educated to postgraduate level in mathematics, business, economics or statistics discipline from a globally recognized institution.
- Ability to drive would be useful though not mandatory
- Comfortable with manipulating and analyzing complex, high-volume, high-dimensionality data from varying sources
- Demonstrable experience of using Business Intelligence tools such as FastStats, Tableau, SAS, SPSS, etc.
- Familiarity with relational databases and SQL. Experience writing and tuning SQL queries in an online or offline environment.
- A good command of the MS office suite of products (specifically Excel and PowerPoint)
- Exposure to project management skills, business process redesign principles, tools and techniques a plus.
- Producing complex analytical tools and output and when necessary presenting to non-technical stakeholders
- A strong passion for empirical research and for answering hard questions with data
- A flexible analytic approach that allows for results at varying levels of precision.
- Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner
- Result-Oriented with can-do attitude
- Ability to work along with, motivate and get the best out of an intelligent team of digital professionals
- Both creative and analytical ability
- Ability to influence and engage multiple stake holders
- The ability to handle large amounts of data with confidence is key
Driving license
Through the responsible development of innovative and sustainable building products, CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed. Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, fence, decking, railing, trim, insulation, drywall and ceilings.
A subsidiary of Saint-Gobain, one of the world’s largest and oldest building products companies, CertainTeed has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada. www.certainteed.com
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