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

• 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.