The Commercial Operations Analyst is responsible for the delivery of business insight and maintaining reporting capabilities in initiatives that both maintain and improve Customer Retention strategies with the EMEA base. This role will include profiling of the customer base, ownership of EMEA level churn projections, reporting to leadership weekly and supporting analysis of operational strategies for renewal and install base growth opportunities.
The successful candidate will work with business users to understand requirements and expectations for permanent and adhoc requests to meet analytical data needs of the business unit. Working closely with management to prioritise business and information needs. The key remit is having the ability to maximise customer retention over customer lifetime with the business outcome to reduce customer and revenue churn.
Delivering churn propensity insight to support mitigation opportunities
Reviewing insight, propensity and strategies based on segmenting customers base by spend
Identifying and reporting on trends and patterns found within the data
Making recommendations for business and process improvement
Define, document, implement and track process flows for all related churn and retention strategies
Audit and recommend updates to existing methods, procedures and process documentation
Running retention strategies programme based on industry best practice
Designing & monitoring of governance capabilities to protect a predictable revenue model
Leading business insight to support upgrade/upsell opportunities and optimising churn mitigation
Personal Attributes: Key skills for the role include: