• Commercial Operations Analyst

    Location(s) UK-Greater London-Hayes
    Req #
    Customer Relationship & Support
  • Overview & Responsibilities

    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.


    Roles focus:

    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


    Skills requirements:

    • Executes well-defined project analysis, including financial benefit, structured analysis, context workflow mapping etc.
    • Serves as champion to drive adoption of recommended procedures with all stakeholders
    • Leads data analysis and reporting work for effective business decisions
    • Identifies the inter connections between business process and other technology initiatives, ensures alignment with enterprise standards and in context of business architecture
    • Project Management experience: ability to run meetings, track project scope and progress
    • Strong analytical skills with the ability to organize, analyze, and translate data sets with attention to detail and accuracy.


    • Business experience with project management and knowledge platforms skills preferred
    • Proficiency with Excel and SQL
    • Reporting tools experience – Power BI, Tableau etc.
    • Ability to function in fast paced, deliverable driven environment
    • Ability to think strategically and to manage and resolve conflicting/competing priorities.
    • Strong problem-solving ability.
    • Talent to research, understand, access and foster best practices, quality and process efficiencies.
    • Understanding IT hosting is desirable
    • Leadership and Management skills
    • Advanced Analytics skills – sophisticated data management and statistical analysis to develop predictive capabilities
    • People and customer service skills
    • Aware of tactical and strategic business decisions / business needs
    • Organising documents and prioritizing work
    • Negotiation skills
    • Analytical and statistical skills
    • Strong written and verbal communication skills including presentation skills including C Level engagement
    • Ability to communicate with colleagues worldwide