GENERAL SUMMARY AND OVERALL CHALLENGES 

The data specialist is responsible for managing Customer Care EMEA data analysis, and reporting, to measure and track customer care performance in the direct and indirect markets. In addition, this individual will use high level critical thinking and experience to shape and deliver improvements to current data capture and analysis (both within and in addition to CRM and Power BI) to ensure continuous improvement and increased visibility and accuracy with KPI Management.  

KEY RESPONSIBILITIES 

• Proactively analyse data, identify trends to anticipate potential risk and opportunities, and provide actionable insights to department leaders. 

• Data Management: Collect, organize, and maintain large datasets from various sources, ensuring data accuracy and integrity. 

• Data Analysis: Analyze data using statistical methods and data mining techniques to extract valuable insights and trends. 

• Reporting: Create and present data reports and visualizations to communicate findings to both technical and non-technical stakeholders. 

• Collaboration: Work closely with cross-functional teams, including IT, marketing, and finance, to ensure effective data utilization and support business objectives. 

• Data Quality Assurance: Conduct regular audits and validations of data to maintain high-quality standards and compliance with data governance policies. 

REQUIREMENTS FOR THIS POSITION 

• Expert in Excel, Power BI (with programming skills) and strong appetence to systems. 

• Proficiency with CRM system at the Administrator level or above; demonstrated by either company-issued certificate or a minimum of 3 yrs. hands-on experience required 

• Ability to plan, multi-task and manage time effectively  

• Must be self-motivated, creative, collaborative and enjoy meeting demands of a fast-paced organization 

• Must be self-motivating with a sense of urgency, positive outlook and focused on quality work.  

• Maintain attention to details and accuracy. 

• Data driven and analytical. Must enjoy data mining and digging into/analyzing numbers, capable of translating customer focused problems into data driven solutions. 

• Possess strong analytical skills, pays close attention to detail and is a strong team player (i.e. no job is too small or too large) with an exceptional work ethic 

• Excellent problem resolution skills, written and verbal communications skills, and consistently displays a high level of professional conduct 

• Great data visualization and presentation skills to provide recommendations based on data insights. 

• Communication Skills: Ability to effectively communicate complex data insights to diverse audiences, including non-technical stakeholders. 

 Education 

• A bachelor’s degree in business, computer science, data analytics, statistics, or a related field 

 Language 

• Fluent English  

 IT and Office Technology 

• Advanced proficiency with Microsoft Excel, Word, Outlook, and PowerPoint 

• Proficient with online communication platforms (MS Teams, Zoom) 

• Experience using MS Whiteboard or Miro