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Customer Data Analyst

Date: 02-Jun-2021

Location: Southampton, GB

Company: ABP

We’re the UK's largest ports operator with a network of 21 ports around Britain. We handle around one quarter of the UK's seaborne trade and contribute £7.5 billion to our economy every year.

It’s a story we’re proud of but it doesn’t end there. We’re transforming our business and embracing the future.

We offer a vast range of roles spanning the UK, all rooted in a culture that welcomes diversity, fosters talent, encourages internal movement and progression, and places safety as our number one priority.

 

 

 

Here at Associated British Ports we are currently recruiting for a Customer Data Analyst to join our Commercial Data & Analytics team in Southampton.

 

This is an exciting new role created with the purpose of being responsible for managing and developing ABP Customer data held in our CRM system; ensuring all data is correct and robust controls and processes are in place.

 

ABP has a database of over 4,500 customers and prospects.  The initial focus of the role will be to undertake a cleanse of the customer account records. This will involve guiding a small team of ‘data champions’ from within the regions and partnering closely with the Master Data team to align business partner records in SAP ECC.  This activity is a critical step in being able to deliver a Customer Digital Strategy.

 

Once CRM and related processes are at a level we need them to be you will then work as a conduit between the commercial teams and our business admin centre. You will ensure best practice is upheld and the right data is being used in the system.

 

To succeed in this role you will need to be pro active, solutions based, feel confident around data and know your way around a CRM system. This will be a hugely satisfying role, that will be challenging at times, as you increase the effectiveness of our CRM and how we utilise customer data.

 

We offer a competitive salary and great benefits including 26 days holiday (plus bank holidays), private healthcare, discretionary annual bonus, holiday purchase scheme, excellent pension.

 

Accountabilities  

  • Work closely with the Commercial Performance Manager in their capacity as CRM Product Owner to continuously deliver improvements, enhance data quality and drive value from CRM
  • Provide direction to a small team to deliver the data cleanse of the customer and prospect database
  • Develop and monitor commercial KPI and management reporting, and run ad-hoc reports as required
  • Provide support and training for new and existing users, with an initial focus on prospect and customer account creation/ maintenance to support the cleanse activities.  Act as a system 'super user' to provide support to others
  • Assist with developing and implementing processes and standards to ensure the accuracy and integrity of data
  • Ensure that data standards, policies and processes are up to date and fully communicated to CRM user forum
  • Manage requests for additions and changes to data, including some element of data input
  • Acting as a gatekeeper, ensure that CRM data is accurate, complete and consistent
  • Follow up and resolve inconsistencies and errors, perform root cause analysis
  • Liaise with business stakeholders and Group IT teams as necessary to resolve issues
  • Provide standard reporting based on a defined set of metrics
  • Provide CRM support to the Southampton Commercial team including prospect and customer set-up

 

Skills, experiences, qualifications and competencies

Essential:

  • Comprehensive knowledge and experience of working with a CRM tool and customer data
  • Highly skilled in managing data registers ensuring full end to end processes are maintained
  • Curious and analytical mindset with demonstrable excellent problem-solving skills
  • Significant experience in diagnosing data-related issues and problems, with the ability to work through systems and interfaces to identify root cause
  • Logical and methodical approach with strong attention to detail
  • Strong stakeholder management and influencing skills across all levels of an organisation
  • Ability to effectively prioritise and deliver on time in an evolving environment with attention to detail
  • Effective change facilitator who thinks innovatively around process improvement and efficiency, adapting positively to challenges 
  • Proficient with Microsoft Office suite – especially Excel

 

Ideal / Desirable:

  • Happy to pro-actively engage end-users and present to groups
  • Evidence of driving system, process & behavioural change
  • Experience working with SAP C4C in a B2B environment 

 

Additional Information:

When joining ABP you will find an environment that is both welcoming and challenging. We reward our employees well and offer a generous remuneration package, employer pension, private health insurance and a range of other benefits.
Please note that ABP undertake random screening for substance abuse and operate a zero-tolerance policy. A medical will be required before starting this position also.

We are an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their background, which helps us to provide a diverse and inclusive working environment.