Senior Web Analytics & Customer Insights Manager

Job description / Role

A leading retail group based in Kuwait is currently seeking a senior web Analytics & Customer Insights Manager to lead the web analytics and insights activity for the eCommerce central support function. Responsible for defining, executing and evolving the ecommerce web analytics and insight strategy.

To deliver a data driven decision making approach to multi-channel business operations to drive continuous improvement in web site optimisation, conversion rate and digital marketing efficiency across multiple brands/markets. Will deliver effective online customer profile and behaviour insight reports and recommendations to the business to drive customer centric change. Multi-channel web analytics subject matter expert for the eCommerce division. Accountable for leading the capture of business team analytics requirements to ensure effective implementation and delivery in conjunction with eGroup Solutions / Business Development teams.

Web Analytics

* Be a leading multi-channel retail subject matter expert on web analytics to confidently own, and proactively deliver high quality analysis and insight to the business to support the daily evolution of our brand web sites' performance and functionality across multiple brands/markets
* As a web analytics (Google Analytics Universal and 360) product expert, will be responsible for leveraging the full capabilities of the tools and training / enabling the online business teams
* Accountable for implementing a clear approach and process for collating online business function (Merchandising, Design, Marketing, SEO & Content) KPI, reporting and insight requirements
* Accountable for leading a standardised and consistent approach to web analytics (Dashboards/Reports/Alerts) BI reporting that is scale-able and easy to replicate for additional online brands/markets
* Accountable for the design, build and development of dashboards for KPI reporting to support business needs
* Accountable for implementing a program of prioritised in-depth custom reports to communicate key metrics, insight, conclusions and recommendations to the business
* Accountable for delivering engaging reports and persuasive presentations of conclusions that drive decisions to support customer journey and experience improvements to optimise conversion
* Accountable for working in partnership with eGroup specialist technical leads to ensure data accuracy and quality in all web analytic tools and implementations
* Accountable for establishing a functional team to deliver pro-active recommendations to the business to further leverage data insights from web analytic tools
* Accountable for establishing a program of regular workshops (training, requirement review and support) with online business teams to ensure web analytics and insights are utilised effectively to support decision making
* Accountable for reviewing and auditing current implementations to ensure all interactions are tracked and measured accurately and ensure new functionality is robustly and accurately measurable
* Accountable for supporting digital marketing teams through development of segmentation analysis and develop multi-channel attribution models
* Champion a test and measuring culture, utilising all available data to help identify candidate areas of the company's ecommerce web sites where customer experience could be improved
* Accountable for working collaboratively with cross functional teams to define business requirements for new web sites and analytical tool implementations
* Lead an effective and integrated business solutions approach with development teams to provide implementation requirements for Google Analytics (Universal & 360)
* Accountable for the implementation of a quality driven UAT approach with support for pre-release testing and quality assurance feedback for analytic code implementations
* Accountable for cascading knowledge of web analytic tool product development and web analytics trends / best practices to the business
* Accountable for maintaining a secure policy for web analytical tool user access/rights and analytical tools account structures

Customer Web Site Insights

* Accountable for creation of reports, statistics and analysis for new and existing customer on site activities to support Focus on Customer
* Accountable for improving ecommerce customer behaviour and insight data visibility to the business
* Work closely with regional online marketing teams to measure marketing channel performance and provide clear insights and recommendations
* Work closely with Central and Regional digital marketing teams to deliver an integrated omni-channel single view of the customer

Requirements

Create and maintain excellent team and cross functional working relationships

* Structure, build and develop a high performance web analytics central function that can scale in line with the business multi-channel strategy and roadmap
* Work as part of a harmonious and productive team
* Ability to communicate clearly and effectively with technical and non-technical team members
* Ability to confidently present learnings and recommendations to Executive audiences
* Will champion the use of data to help drive day to day on site decision making as well deliver insight reports and recommendations support functional development and site UX improvements
* Ensure all activity is delivered in line with the company's Vision & Values
* Contribute to the sharing of best practice within the brand, division and across the company
* Work cross functionally with other teams to ensure the effective adoption and use of web analytics
* Build and manage professional relationships with external partners
* Adhere to all Company Policies, Procedures and Guidelines.

SR Group is acting as an Employment Agency in relation to this vacancy.

About the Company

Carter Murray is a specialist recruitment consultancy specialising in the placement of marketing professionals into professional services firms, the financial services sector, multi-national corporations and global brands from our offices in London, Dubai and Sydney. Carter Murray is a member of The SR Group, a specialist global recruitment consultancy founded in 1987, operating in the niche markets of Taxation, Legal, HR and Marketing recruitment. From the worlds largest companies to small owner-managed businesses, we recruit at all levels for a complete cross-section of clients. Our clients include the full range of UK and international professional services firms and financial services companies. We recognise that they expect an exceptional level of service and a real knowledge of todays highly specialised market.Each of our consultants personally manages their own clients and specialises in specific areas of this key marketplace. We take the time to really understand both parties needs and provide focused and consistent advice.