Manager - Market and Client Research & Analytics

The Manager, Market and Client Research & Analytics is responsible for leading a team and/or work in an individual contributor in conducting in-depth market research, client analysis, and data-driven insights to support the strategic direction and operational efficiency of the contact center. This role requires a strong analytical mindset, a deep understanding of the contact center industry, and the ability to translate complex data into actionable recommendations.

Responsibilities

1. Market Research and Analysis:

• Conduct comprehensive market research to identify industry trends, customer behaviors, and competitive landscapes.
• Analyze market data to identify opportunities for growth, expansion, and service diversification.
• Develop market segmentation and targeting strategies to optimize customer acquisition and retention efforts.

2. Client Research and Analysis:

• Develop and implement client segmentation and profiling strategies.
• Conduct in-depth client analysis to understand customer needs, preferences, and behaviors.
• Identify key client segments and develop tailored strategies to enhance customer satisfaction and loyalty.

3. Data Analysis and Insights:

• Oversee data collection, cleaning, and preparation for analysis.
• Utilize advanced analytical tools and techniques to extract meaningful insights from data.
• Develop and implement key performance indicators (KPIs) to measure the effectiveness of marketing and customer service initiatives.
• Prepare and present data-driven reports and presentations to executive leadership and stakeholders.

4. Team Management:

• Lead and mentor a team of research analysts.
• Set clear performance expectations and provide ongoing coaching and development.
• Foster a culture of innovation and continuous improvement within the team.

5. Collaboration:

• Collaborate with cross-functional teams (e.g., sales, operations, customer service) to ensure alignment and achieve business objectives.
• Build strong relationships with external research partners and data providers.

Work Setup:
Flexible Hours
Hybrid Setup
Locations - Makati, Taguig, Mandaluyong

Salary: P110,000

Qualifications:

Bachelor's degree in Marketing, Statistics, Economics, or a related field.

Minimum of 5 years of experience in market research, data analysis, or a related field.

Proven experience in the contact center industry is preferred.

Strong analytical skills and ability to interpret complex data.

Proficiency in data analysis tools and software (e.g., SPSS, SAS, Excel, SQL).

Excellent communication and presentation skills.

Strong leadership and team management abilities.

Desired Skills

Experience with customer relationship management (CRM) systems.

Knowledge of statistical modeling and forecasting techniques.

Experience with project management methodologies.

By combining market insights, client understanding, and data-driven strategies, the Manager, Market and Client Research & Analytics will play a critical role in driving the success of the contact center.