CRM/WFM Data Analysis Manager

We are looking for a Data Analysis Manager to lead the data-driven initiatives within Customer Relationship Management (CRM) and Workforce Management (WFM). In this role, you will oversee data analysis, reporting, and strategy development to optimise customer interactions and customer engagement strategies.

About the role:

Team Leadership:

• Manage operationally and train a high-performance team of MIS and WFM Specialists.
• Foster a collaborative and innovative environment that encourages continuous learning and development.

Data Strategy and Governance:

• Develop and implement data governance procedures to maintain the integrity and quality of CRM data.
• Collaborate with cross-functional teams to establish and enforce data standards, ensuring compliance with regulatory requirements.

Data Analysis and Reporting:

• Lead CRM MIS team to extract, transform, and analyse CRM data to derive actionable insights.
• Create and deliver regular reports, dashboards, and presentations to key stakeholders, providing a clear understanding of customer behaviour, trends, and performance metrics.
• Work closely with business intelligence tools like Power Bl to provide interactive and insightful reports for various stakeholders.

Workforce Management (WFM):

• Develop and implement WFM strategies that align with CRM goals, ensuring efficient resource allocation, staffing levels, and scheduling to meet customer service demands.
• Provide data-driven insights to enhance contact centre performance, including forecasting, scheduling, and real-time monitoring.

Advanced Analytics:

• Utilize advanced analytics techniques to uncover patterns, correlations, and predictive models that enhance CRM strategies.
• Oversee the integration of CRM data with other relevant data sources, ensuring a holistic view of customer interactions.

About you:

• 5+ years of experience in data analysis, with a strong focus on CRM.
• Proficiency in SQL, Python/R, and data visualization tools (Tableau, Power BI, etc.).
• Strong understanding of customer behaviour analytics and segmentation.
• Experience with CRM platforms like Salesforce, HubSpot, or similar.
• Ability to translate complex data into actionable business insights.
• Effective communication skills are essential for this role, as it involves conveying complex data findings, presenting insights to stakeholders, and collaborating with cross-functional teams.
• Strong leadership abilities are crucial for driving initiatives, leading teams, and ensuring the successful execution of projects.