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 back-end 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 Senior 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, demographics, 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, Dataiku, and Tableau to create seamless reporting for end users.
- 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, Data Science, Product, Marketing, and Sales Channels.
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English.
- Ability to manage large, complex projects.
- Ability to succeed in a fast-paced dynamic environment with limited oversight.
- Effective knowledge of marketing and sales channel principles, techniques, and processes.
- Effective aptitude for analysis of business trends and performance measurement.
- Effective communication skills, including experience presenting complex data and intelligence in a concise and easy to understand fashion.
- Effective organizational skills and attention to detail MS Office skills, including PowerPoint, Excel and Word- with high level of proficiency in Excel.
Required Education
Bachelor degree from accredited four year college with major in Marketing, Management, Finance, Statistics or Economics.
Required Related Work Experience and Number of Years
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.) - 8 years.
Hands-on experience developing and distributing reporting of business performance on a regular cycle.
PREFERRED QUALIFICATIONS
- High level of expertise writing complex SQL queries to extract and transform data.
- Experience with Tableau or similar data visualization tools.
- Working knowledge of data transformation tools (e.g., Alteryx/Dataiku).
- Experience using Business Intelligence reporting tools (e.g., MicroStrategy).
- Telecom work experience.
- Ability to write complex stored procedures and be proficient in query tuning and optimization.
- Working knowledge of Microsoft BI (Power Pivot, Power Query, DAX).
Preferred Education
MBA or graduate degree in Data Science or another quantitative field preferred.
WORKING CONDITIONS
Office environment. Occasional travel.
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