Are you passionate about using data to drive impactful product decisions?

We’re looking for a Customer Analytics (Growth & Retention) Manager to be part of our Business Analytics team.

The team:

Business Analytics is part of the Business Operations team, our internal consulting team – they’re the decision support mechanism that connects data, business insights and an internal tech stack (systems) with the rest of the organization. In essence, Business Analytics is a central function that exists to drive business outcomes in all corners of Jobber’s ecosystem.

The role:

Reporting to the Head of Customer Analytics, the Customer Analytics Manager will champion monetization (upsell / cross-sell) and retention analytics designed to profitably grow Jobber subscription revenue.

The Customer Analytics Manager will:

Be a thought partner to the Marketing & Retention teams by proactively proposing analytical solutions and data insights that help improve customer engagement, grow customer lifetime value through upsell / cross-sell and increase customer retention

Collaborate with stakeholders to understand their business objectives, translate business objectives into proposed solutions (e.g. analysis, KPIs, BI, Data Science) and socialize the proposals to ensure stakeholder’ alignment & buy-in

Perform in depth (hands-on) analysis to drive insights, and inform business recommendations

Responsible for the development, oversight and presentation of customer performance insights for business reviews and leadership updates

Develop and implement solutions to measure and optimize the impact of ongoing operational and strategic activities on Customer success & Product engagement.

Provide BI & Data team with requirements for customer analytics data, reports and dashboards

Collaborate with Data Science team on ML / AI developments supporting Customer Analytics, GTM Marketing strategy and development of automated A/B testing capabilities

Support experimentation initiatives by providing requirements for A/B design and executing success measurement and statistical quantification

Make recommendations that enhance our reporting capabilities, establish best practices and an ability to scale

Be curious about possibilities and explore techniques, data or unique new ideas that drive business insights and enhance our capability of reporting efficiency of retention initiatives

To be successful, you should have:

Deep understanding of SaaS business metrics

Strong quantitative skills and experience utilizing scientific analytical methods and quantitative analysis techniques

Expert-level SQL programming skills

Solid understanding of complex relational data structures

Experience of Customer Segmentation or Understanding of Predictive Modeling for churn or upsell/cross-sell

Passion for storytelling using data with an ability to synthesize complex information into simple, clear and compelling actionable insights

Strong business acumen & ability to define strategic initiatives and oversee the development of impactful proposals

Strong communication skills with the ability to work collaboratively across multiple teams

Ability to design solutions under data & time constraints

Experience of mentoring junior analysts in the team (is an advantage)

You should also:

Be proactive and relentless. You are comfortable seeking information independently, solving conceptual problems, corralling resources and delivering results.

To have a strong and confident communication style. You have the ability to actively listen, empathize and consult with stakeholders, and you can take something complex and difficult and make it easy to digest.

Be comfortable in an ambiguous and fast-paced environment. We’re growing fast and things are changing every day – what worked yesterday might not anymore.

$70,000 — $120,000/year