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- Customer Insights & Systems Analyst
- Newly created role within a global business
- 35,000 - 40,000
- Leeds / Hybrid - 3 days on site
- Ability to implement all new dashboards & reporting metrics across customer service, CRM system (hubspot) and order management
Client Details
Our client are a leading manufacturing business with a global footprint. With offices across Europe, the role will be based at their European Head office in the Leeds area. This is a newly created role reporting directly to the Head of European Customer Service, and will look to create all new reporting metrics across the European CS Functions
Description
- Capture and record customer data to understand Customer Service performance and outputs across data stream including CRM (Hubspot) & ERP systems
- Create and implement customer service dashboards focused on customer service activity, order management (OTIF) and customer satisfaction
- Create and present reports based on customer activity and customer satisfaction to European Customer Service Managers & Head of European Customer Service
- Create data-driven recommendations to improve customer satisfaction, efficiency and support commercial performance
- Analyse, interpret and understand data around Customer Contact Volumes, Channel Usage, Reason for Contact ETC
- Monitor and maintain the integrity, structure, and usability of customer data platforms (e.g., CRM and ERP).
- Implement and integrate NPS & CSAT performance across the function
Profile
- Experience in a similar Analyst role across either Customer Service, Contact Centre, Supply Chain / Order Management
- Experience working with CRM systems - Hubspot Desirable
- Ability to interpret, understand and present on multiple data streams
- Customer focused approach
- Strong Excel skills
Job Offer
This is an exciting, newly created role for a global market leading business based in Leeds.
Salary of between 35,000 - 40,000 depending on experience
Very generous company benefits - disclosed on application
Free Parking
Hybrid working - 3 days on site
Ability to grow and develop within the business
