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Customer Analytics and Communications Manager in Coppell, TX at Brink's

Date Posted: 6/6/2019

Job Snapshot

Job Description



Established in 1859, Brink’s has evolved to be a global leader in Secure Solutions. Operating in 100 countries across four continents, Brink’s employs over 60,000 people. Listed on the NYSE, the organization has revenues in excess of $3 billion. We provide a wide range of cash solutions, and security related solutions, to Banks, Retailers, Public Sector Companies, and a variety of other commercial customers. Today, thousands of companies across the globe entrust Brink's with their most precious assets. Brink’s has a reputation as the most reliable name in the industry.

JOB SUMMARY

The Brinks Company is looking for a Customer Analytics and Communications Manager to analyze Portal and Web usage in coordination with the Customer Success Team to ensure system and process requirements are met during the Digital capabilities build out. This position is also responsible for internal and external communication related to Digital Customer Experience enhancements as well as establishing a timely, recurring digital feedback program for the end users.

ROLE RESPONSIBILITIES

The Customer Analytics and Communications Manager will be responsible for tracking, analyzing, and reporting Portal and Web usage for all regions. This individual will work closely with the Customer Success Team and the individual countries to understand stakeholders, data, and processes required to complete data workflow. This role must understand internal and external processes to ensure that Digital communications are clear and relevant for each stakeholder. This person must also ensure that end users have a definitive path to provide feedback, a recurring process to report results regionally, and standard roll-up reporting structure to summarize information for senior leadership.

Job Requirements



SKILLS & EXPERIENCE

• Bachelor’s degree in Business, Communications, or related field of study
• 5 or more years of experience with Voice of the Customer program management and/or customer service management
• Understand the detailed support needs of a Sales and Marketing and Customer Success Team organizations
• Partner closely with teams throughout the organization to build a culture of data-driven insights into Brink’s customer base and to ensure that the customer’s voice and feedback is central to decision making and communications
• Extraordinary data analytics skills with the ability to evaluate not only the available data but also the data gaps to provide actionable insights for the organization
• Customer centric passion for excellence
• Experience driving data analytics, tracking standardization, and communicating data stories
• Superior communication (both written and verbal) and organizational skills; This role requires regular interaction with executives, team leads and end users across the globe.
• Strong quantitative and qualitative analytical skills with ability to distill large data sets into meaningful insights and takeaways
• Develop and implement internal communication and training strategies to create awareness and engagement of Digital Initiatives, and partner with communications teams to develop external marketing and collateral related to Digital efforts and improvements
• Self-starter, reliable team player with strong initiative and the ability to thrive in high-intensity, rapidly changing environment;
• Demonstrate ability to drive change management and work successfully in a highly cross-functional, matrix organization
• Other duties as assigned.

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We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.