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Customer Analytics Manager

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Role area:
CEO Europe Online
Contract type:
Full Time
Location:
Dublin
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Job Title: Customer Analytics Manager

Reporting Line: Head of Performance & Analytics (Paddy Power)

Job Location/Office: Dublin

Department Overview

The Paddy Power Commercial team is responsible for the overall revenue for the Sports and Gaming products across PaddyPower.com. The team is tasked with ensuring that performance trends are understood, learnings are leveraged and that the propositions of both brands are delivered consistently. The team works closely with multiple stakeholders and teams around the business to ensure delivery of these objectives.

Customer Analytics forms part of the Performance & Analytics team within Paddy Power Commercial. Customer Analytics is responsible for assessing how customer behaviours are impacting on commercial performance, how PPB operations, products, pricing and promotions impact on those customers and how we can influence customer activity using analytics. This team enables Paddy Power to gain competitive advantage and improve market share by informing decision making, customer proposition and strategy development.

Role Overview/Purpose

Customer Analytics Manager โ€“ will act as a key leader within the Performance & Analytics team and will have people management of 1 full time Customer Analyst. The team will perform deep analysis of customer behaviours and journeys โ€“ why they do what they do and what impact this has on business performance. This will include:

1. Performing ad-hoc deep dive analysis on customer activity and behaviour to understand how it impacts on commercial performance

2. Performing customer segmentations and clustering to allow for deeper understanding of our customer base and greater personalisation

3. Understanding our operational levers, including pricing and promotions, how they impact on customer behaviour and how we can adjust customer activities

4. Working with the Business Performance teams to identify areas for deeper analysis considerations or input towards strategic projects

5. Work with Data Science Team to ensure the right customer insights are fed into statistical models to predict customer activities and allow intervention to improve customer experience and revenues

6. Manage stakeholders in the Sports, Gaming, VIP and Marketing teams in order to prioritise work and deliver on expectations

Prerequisites for the role include a technical/analytical skill set and the effective management of highly technical analysts to deliver high quality work which enriches our understanding of the customer.

Key Responsibilities

  • Using Data Analysis to understand why customers do what they do and why those activities impact on business performance
  • Manage the workload of your Customer Analyst to ensure most efficient throughput of work. Ensure that team member is challenged and stretched but have the appropriate tools in place to thrive. Manage performance of the team to ensure that potential is fulfilled
  • Understand the impact customer behaviour is having on financial performance, the impact that our operations are having on customer behaviour and provide recommendations on how we should change our operations to drive improved performance
  • Lead on customer flagging/segmentation, to gain deeper understanding of our customers.
  • Work closely with stakeholders to define analytical requirements, prioritise work, manage expectations and deliver results in a timely and informative way

Behavioural Competencies

  • Strategic Mindset: takes a long term view and anticipates future trends and implications
  • Drives Results: gets stuck in and achieves results that impact the bottom line with high levels of energy and enthusiasm
  • Collaborates: is a team player – works with others across the organisation to get things done
  • Customer focus: Thinks about customers 24/7, and puts them at the heart of all that we do

Technical Competencies

  • Must have had hands on exposure to;
  • Analysing customer behaviour and how we can influence what they do
  • Applying modelling techniques to answer business questions
  • Must have a successful track record as an analyst in a high volume, data-rich, complex business, including excellent understanding of data and analytical technical infrastructure
  • Must have a successful track record of making things happen in each of the following areas:
  • Managing and developing good analysts to fulfil their potential
  • Working closely with stakeholders to identify issues and solutions
  • Providing an excellent service to business users;
  • Creating a proven, significant uplift in business performance
  • Naturally inquisitive mind-set: wants to understand behaviour, look for patterns, find great things

Education, Qualifications & Experience

  • Must have a highly numeric/analytical degree from a quality establishment
  • Must have an excellent understanding of the financial and operational KPIs upon which business decisions are based and against which strategic success is measured
  • Ideally will have experience within and a passion for the industry, our products and a good understanding of how other functional teams operate
  • Should have experience in managing and developing high performing teams

We never forget our responsibilities to consumers and the wider communities we operate in. Paddy Power Betfair is an equal opportunity employer and supports workforce diversity.

By submitting your application online, you agree that: your details will be used to progress your application for employment. If your application is successful, your details will be used to administer your personnel record. If your application is unsuccessful, we will retain your details for a period no longer than two years, in order to consider you for prospective Paddy Power Betfair roles.