# Analytics & Metrics Manager - Customer Success

**Company**: Mastercard
**Location**: Riga, Latvia
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: 4000-5000 EUR
**Category**: Data Science
**Industry**: Finance

**Apply**: https://mastercard.wd1.myworkdayjobs.com/en-US/CorporateCareers/job/Riga-Latvia-Dynamic-Yield/Customer-Success-Analytics-Team-Lead_R-275179-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_5667047a-713

## Description

The Analytics & Metrics Manager's responsibility is to elevate how Customer Success measures impact, predicts risk, and drives action across the post-sales lifecycle.

The Analytics & Metrics Manager as a team lead manages a team of analysts, partners closely with Customer Success, Sales, Product, and Finance, and builds the analytics foundation that powers health scoring, playbooks, and executive insights.

**Responsibilities:**

- Hire, onboard, grow and manage the team: Lead the growth of team members, from leading the interview process to guide the onboarding and manage the team in order to put the employees in a position to perform the best. Support career growth path.

- Lead & coach a team of data analysts: set objectives (high level team and individuals), review work quality, unblock delivery, define priorities and foster growth through regular feedback and development plans.

- Define the Analytics vision and long-term goals and inspire the team & communicate inside and outside the team. Refine the team working structure and processes in order to hit those goals.

- Capacity Planning: As part of the prioritization effort, Team Lead manages the workload distribution and identifies future needed skills and headcount needs. Team Lead is expected to build a case for additional headcounts & functions within the team.

- Define KPI framework for the success of the Data Analyst team: define and establish tracking to define success of the work of the Data Analyst team.

- Define KPI framework for success of the teams we support: define, standardize, and continuously improve metrics (e.g., adoption, engagement, time to value).

- Build high-quality datasets & pipelines: design ELT/ETL workflows across CRM (Salesforce), product usage tracking, support, and financial systems; ensure data quality, lineage, and governance.

- Deliver executive-ready insights: produce dashboards and narratives that inform quarterly business reviews, capacity plans, and business decisions.

- Identify, build and maintain data integrations & predictive analytics: operationalize propensity and churn risk models; partner with Success leadership to embed insights into playbooks and customer programs.

- Stakeholder management: translate business questions into analytic roadmaps; prioritize ruthlessly; communicate tradeoffs, assumptions, and risks.

- Data stewardship & compliance: uphold governance, access controls, and privacy; align to Mastercard standards and “The Mastercard Way” behaviors.

**Requirements:**

- At least 3 years of experience as a Data/Business Analyst

- At least 2 years of experience as a People manager of a technical team

- Proficiency in Tableau, Microsoft Excel, and SQL

- Experience working in Salesforce and Zendesk preferred

- Strong statistical analysis and communication skills

- Self-learning and ability to translate analytic conclusion to business actions

- Business fluent English, both written and spoken

- Experience in the e-commerce or finance or loyalty industries preferred

- Experience in Customer Success/Support with proven analytics or technical expertise preferred

**What We Offer:**

- Gross monthly salary base range 4000-5000 EUR

- Variety of benefits from employment Day 1

- Hybrid working model

## Skills

### Required
- Tableau
- Microsoft Excel
- SQL
- statistical analysis
- communication skills

### Nice to have
- Salesforce
- Zendesk
- e-commerce
- finance
- loyalty industries
- Customer Success/Support

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Source: [Apply at mastercard.wd1.myworkdayjobs.com](https://mastercard.wd1.myworkdayjobs.com/en-US/CorporateCareers/job/Riga-Latvia-Dynamic-Yield/Customer-Success-Analytics-Team-Lead_R-275179-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)