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Business Intelligence Manager
LOCATION Ayala, McKinley, EDSA Greenfield
Overview
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
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.
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
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.
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.
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.
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.
