Share this Job
Apply now

Apply for Job

Senior Manager, Customer Insights

Date:  10-Mar-2023

StarHub Green

Company:  StarHub Ltd

Job Description

What is the focus of this role? 
To lead the Customer Analytics & Insights team 
To provide data analytics and customer insight support to drive engagement and customer lifetime value.
To manage external research agencies to deliver insightful qualitative analysis
The role works closely with the Data Science, Campaign Strategy & Rewards teams as a function of the Customer Lifecycle Management division. 

Responsibilities include: 

Conduct monthly deep dives on consumer segment performance (Sub-base, ARPU, Revenue and margins) with a second level insights on product performance by consumer segments. 
Define, measure, and communicate key performance indicators for consumer segments.
Perform complex analysis and modeling for CLM and GTM activities, with the goal of maximizing revenue, market share and minimizing risk. 
Assist in segment GTM strategy by identifying key drivers for business case/sponsorship and post mortem evaluation, effectiveness of campaigns
Provide actionable recommendations for opportunities that support business objectives identified through ongoing program and customer measurement.
Manage our research agencies to drive value through qualitative analysis 

Forecasting & Budgeting:
Facilitate monthly forecast working session among Consumer Marketing teams prior to department interlock
Align team leaders with respective key drivers with planned marketing activities to meet forecast KPI
Responsible to submit Consumer forecast and explain trends driven by segment initiatives
Promote consumer segment interests. Support the development of customer-centric marketing and analyses.
Developing relevant, distinctive and innovative marketing strategies to drive sales and retention among targeted segments
Improve overall Consumer margin with marketing activities planned according to customer segment margin mix 
Develop new and non-traditional marketing channels to leverage relevant touch points to build segment community, shaping perceptions and encourage purchase behavior
Optimize retention email, direct mail, and site merchandising performance, including measurement, campaign testing, prioritizing concepts, and developing and testing new long-term contact strategies and customer treatments.
Cross functional collaborations with Product and Finance on market needs for new creation, Digital, Sales and Customer Care team in driving compelling GTM plans.
Team Leadership
Manages up to 6 direct reports 
Core responsibility to coach, retain and grow the team’s capability and skillsets with an emphasis on empowering the team
Create an environment of continuous business improvement and a culture of innovation
Form part of the CLM leadership team and add value across Data Science, Customer Insights, Campaign Strategy and Digital Rewards
Manage and continuously evaluate the existing BI and Analytics tools for optimal performance

Essential skills and experience: 
Degree in Statistics, Mathematics, Economics Engineering or similar field
Minimum of 10 years of analytical work experience in a related role, ideally 3+ in the telco industry
Prior experience using Python, R, SAS, SQL or similar tools
Tableau knowledge would be advantageous
Strong Microsoft Excel & PowerPoint skills
Required characteristics: 
Quantitative and comfortable working with large amounts of data
A self-starter with analytical curiosity and strong business acumen
Team player who can work in a cross-functional environment 
Strong leader who can guide and mentor at the operational and strategic level
Good verbal and written communication skills with the ability to present to a senior audience
Energetic and self-motivated – must be extremely organised and detail orientated 
Strong analytical skills with an eye for an insight and the ability to make data driven recommendations


Why would you take the role? 
Looking for analytical experience within a fast-paced organisation
Love data and deep dive exploratory analysis
Have a passion for marketing & customer analytics
Enjoy working with statistical software
Want to focus on the technical side of analytics
Enjoy interacting with stakeholders across the business
Take satisfaction from seeing your recommendations driving success
Why would you not take the role?
Not looking to be a deep-dive analytics expert
No interest in developing your statistical software skills
Not interested in detail and prefer to focus on the big picture

To APPLY NOW, click on Skye!

Apply now

Apply for Job