Full TimeUnited States - Connecticut - StamfordPosted 12/17/2020Areas of interest: Marketing, Research/AnalysisRequisition Number: 272267BRMAN600
Job Summary The Senior Manager of Customer Behavior, Performance Analytics is responsible for managing reporting and analyses of customer-level behavioral patterns for the Residential, Small and Medium Business (SMB), and Mobile segments. The Senior Manager will leverage Charter’s MicroStrategy-based BI environment and best-in-class data mining and data visualization tools to surveil customer behavior across all geographies and segments within Charter’s diverse operating footprint. The role requires a highly technical, analytical, and entrepreneurial individual with a passion for analysis and programming. With a passion for building backend procedures and front end reporting tools, this individual will be the go-to person for the business to provide meaningful information and insight for any customer-level behavior questions. The Senior Manager will report to the Director of Performance Analytics.
Major Duties and Responsibilities
Responsible for providing insight to proactively reduce churn through identification of customer-level behavioral patterns and related churn triggers and drivers.
Data-mine disconnect and downgrade activity across entire base of Mobile and core Cable business.
Evaluate impacts of tactical, operational, and strategic changes on performance.
Develop tools to proactively monitor and analyze customer-level churn activity and identify common characteristics across various cohorts (e.g. rate plan, tenure, channel, income, age, device, retention and service call history, competitive overlap data, etc.).
Take full ownership of end-to-end reporting development, from gathering requirements through development and deployment.
Perform ETL on data from multiple sources using SQL, Alteryx, and PowerPivot/DAX to create seamless reporting for end users.
Work with both structured and unstructured data to automate all manual reporting processes.
Build dashboards in Tableau and other visualization tools for senior leadership to consume analysis and insights.
Stay up-to-date on emerging industry or technology trends and create proposals to upgrade reporting, analytical tools, and processes as needed.
Provide thought leadership on new analytical tools and reporting capabilities.
Work with senior leadership to provide ad hoc analysis as needed.
Collaborate with internal partners on various teams including Business Intelligence, Marketing Science, and Sales Channels.
Strong knowledge of marketing and sales channel principles, techniques, and processes
Hands-on experience developing and distributing reporting of business performance on a regular cycle
Strong aptitude for analysis of business trends and performance measurement
Strong communication skills, including experience presenting complex data and intelligence in a concise and easy to understand fashion
MS Office skills, including PowerPoint, Excel and Word - with very high level of proficiency in Excel
High level of expertise writing complex SQL queries to extract and transform data
Working knowledge of Microsoft BI (Power Pivot, Power Query, DAX) required
Ability to manage large, complex projects
Strong organizational skills and extremely high level of attention to detail
Ability to succeed in a fast-paced dynamic environment with limited oversight
Experience with Tableau or similar data visualization tools
Education Bachelor degree from accredited four year college with major in Marketing, Management, Finance, Statistics, Science, Economics or relevant field in other quantitative field Related Work Experience 6+ years of business experience working within a Marketing, Sales, Business Intelligence or Strategic Planning function of a large organization with an established reputation for measuring business performance (e.g., telecom, media, financial services, publishing, retail, consulting, etc.)
Preferred Qualifications Skills/Abilities and Knowledge
Working knowledge of data transformation tools e.g. Alteryx
Experience using Business Intelligence reporting tools (e.g. MicroStrategy)
Telecom work experience
Knowledge of VBA
Ability to write complex stored procedures and be proficient in query tuning and optimization
Education MBA or graduate degree in Data Science or other quantitative field preferred Working Conditions Must be able to work in Stamford CT office Occasional travel
For more information on Spectrum’s benefits, please click here.
The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.