Customer Data & Analytics Manager

Opportunity

As a Customer Data & Analytics Manager, you will be leading and facilitating the customer performance data area working closely with colleagues in Commercial, Technology, Operations and Finance. You will be an advocate for data-driven customer dialogues and decision making, drive standards and shared metrics, support developing shared definitions and interpretation.

This is us
Svitzer is a towage company, which means we help our customers manoeuvre their larger ships safely and timely in and out of port. You may have heard about the large container ship stuck in the Suez Canal – our tugboats in the region played an active role in supporting the mission of freeing the large container ship from its dire straits and we helped unlock the gridlock that global trade was experiencing due to the incident.

The Customer Experience team is a small team with global responsibility reporting to the CCO. Our purpose is to help improve our customers’ experience through data, processes, and people. You will be based in Copenhagen with a beautiful seaside view in the up-and-coming neighbourhood of Nordhavn. There is a nice gym with a sauna for the cold winter days if that’s something you’re into. We work flexibly, not because there is a policy telling us to, but because it just makes good business and work/life sense and creates an engaging work environment. As we are a global company you can expect some opportunities for travelling.

What we offer
We offer a permanent position in a dynamic company with a lean and flat structure and a performance-driven culture. You will have significant independence to shape your role and contribute to successful performance of the team and our company.

Responsibilities
Your main responsibilities will be to:
• Drive improved decision making and customer value propositions through data: data definitions, standards and metrics, shared interpretation, and improved usage in the organisation
• Own the data quality for all customer master data
• Standardise analytics and performance tools around the customer journey
• Define external metrics to report to Customers for improved experience
• Be an interface to the Technology Organisation and represent key customer facing users to ensure the data solutions serve needs well and deliver tangible business outcomes.
• Be a change agent, not afraid to challenge status quo.
• Translate business objectives into relevant dashboards and data packs for better decision making.
• Develop models and dashboards for best practice sharing, performance management and tender input.
• Make relevant information readily available for important customer touchpoints
• Be part of selecting the right technology, systems, methods, and data for customer insights, marketing, and sales performance management.
• Coach and train customer facing colleagues globally
• Be a data subject matter expert for customer-related system implementations

Who we are looking for
We are looking for a self-starter with a positive can-do attitude and a curious mindset who has a strong customer orientation and looks at everything through a customer lens and the impact it creates. Furthermore, you:

• Are collaborative and an inclusive team player
• Are passionate about creating data-driven impact and have the ability to translate complex problems into simple and understandable user-friendly solutions
• Are a strong communicator who can challenge and facilitate the change needed for colleagues across the globe to be working with customer data in an impactful way
• Have experience working with advanced analytics, PowerBI, and advanced Excel, R or Python knowledge
• Have solid Project Management skills
• Proven success with driving change through data
• A relevant degree within Business, Engineering, Finance or similar

It is a plus if you have experience with Order-to-Cash / Sales and Marketing intelligence just like it is an advantage if you have previously worked with Salesforce or other CRM systems.

Building a Diverse Workplace

In Svitzer we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to gender, age, nationality, race, sexual orientation, disability, or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

Don’t meet every single requirement? Studies have shown that members from some under-represented groups are less likely to apply for jobs if they don’t meet every single qualification. At Svitzer we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles, and we are excited about hearing from you!

How to Apply

To apply for this role, please click on the 'Apply Now' button and create a Candidate Home to manage your applications.