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