CRM Solutions & Analytics Manager

🌍 Location: London

🗣️ Languages: English (Fluent), and any European language would be an advantage

📜 Contract: 40h a week, full time, Hybrid 3 days in office (Canary Wharf)

📆 Ideal start date: ASAP

Job Title: Consumer Insights Specialist or Analytics and Reporting Manager

Position Overview:

Powered by Comdata Group, we are supporting our client ‘The Coca Cola Company’ with excellent Consumer Care omnichannel services. This is a unique opportunity to work as an Analytics Manager for our Consumer Care European Team dedicated to Coca-Cola (30 markets in Europe). We look after the way our partner engages with their customers, through traditional and social media care and give support to their exciting campaigns.

As a Analytics Manager for the Consumer Care team you will be analysing data from 50 full time employees across 30 different European countries. This is an integral part of the Consumer Care/Consumer service team, which will enable a constant improvement of Consumer Care Practices while helping the team to reach its targets.

Key Responsibilities as an Analytics & Reporting Manager:

• CRM Salesforce Expertise & Innovation: Be the technical expert in leading different global innovative projects within CRM Salesforce such as automatizations, reports, dashboards, Agentforce, Einstein, Connectors with other CRM tools. Genesys experience is a plus.  

• Process Optimisation & Automation: Identify opportunities to streamline, standardise and automate reporting and operational processes, improving efficiency, accuracy and scalability. Conduct ad-hoc analysis to identify process gaps, root causes and opportunities for continuous improvement. 

• Reporting & Performance Management: Own weekly, monthly, quarterly and annual reporting across Consumer Care and other customer channels, with a key focus on monthly business reviews. Translate complex performance data into clear, engaging insights and narratives, presenting key trends, achievements, challenges and opportunities to senior leadership and clients. 

• Power BI Reporting & Dashboard Management: Manage and maintain existing Power BI dashboards, including data accuracy, refresh schedules and ongoing functionality. Develop new dashboards and reporting solutions aligned with evolving business and client requirements. 

• Performance & Quality Analysis: Monitor key Consumer Care performance metrics, quality monitoring results and operational KPIs to identify trends, performance gaps and improvement opportunities, working closely with operational and training teams to drive targeted actions. 

• Cross-functional Collaboration: Partner with Account Directors, Team Leaders, Training Managers and other stakeholders to understand business requirements, provide actionable insights and support performance improvement initiatives. 

• Ad-hoc Analysis & Business Support: Provide timely analysis and reporting to support client queries, campaign performance reviews, operational decision-making and emerging business requirements. 

Job Requirements:

• 3/5 years' experience in an Analytics Manager; preferably in an FMCG environment and in Consumer Care.

• Strong analytical numeracy skills & the ability to analyse data and provide detailed commercial insights in perfectly tailored reports

• You have excellent knowledge of (CRM Salesforce/Nexus) & Microsoft suite (excel, ppt, Outlook), Power Bi, SQL

• Have experience in end to end ownership of complex analytics projects (requirements gathering, technical execution

  , and stakeholder management).

• Have the capability to work on several projects at the same time and prioritise accordingly

• The ability to build strong working relationships with team members and key stakeholders.

• Strong experience in presenting analytical findings and solutions

• Being a team player and expert collaborator; you are organised, and detail orientated with your approach to work.