Cx Business Intelligence Senior Manager, SharkNinja
Office located in Needham, MA
Home devices and appliances
Job no longer available
Home devices and appliances
1001+ employees
Job no longer available
Office located in Needham, MA
1001+ employees
Company mission
SharkNinja's mission is to positively impact people's lives every day in every home around the world.
Role
Who you are
- SharkNinja is seeking a motivated individual passionate about delivering an exceptional consumer experience and adept at telling stories through data analysis & insights
- Leads by example by being the advocate for the Customer Experience across channels (or across the organization)
- Proficiency in BI tools like Power BI, Tableau
- Knowledge of data warehousing and ETL processes
- Strong business acumen and strategic thinking
- Excellent communication skills, both verbal and written
- Demonstrated aptitude to develop and lead others
- Ability to create visualizations of data trends to present to cross functional teams and management
- Comfortable presenting to front line associates to C-Suite executives
- Organized and detail orientated
- Able to work with substantial amounts of data and easily identify meaningful trends
- Adapts well to change and manages time effectively to meet deadlines
- Bachelors degree preferred
- Minimum 5 years of Data analyst, Insights & Analytics or data-oriented role
- Minimum 3 years in a management role
- Previous experience in the durable goods category a definite asset
- Contact center experience preferred – ability to spot the smoke
- Strong analytical skills, experience with data lakes (Snowflake), and proficiency in MS Power BI
What the job involves
- The Senior Manager,Cx Business Intelligence (BI) must provide valuable and actionable insights to the Customer Experience leadership team on how to improve business strategy while maintaining the highest standard of customer/consumer service
- They are also responsible for communicating and presenting pathways for continuous improvement to the Consumer Excellence Team
- These recommendations may include new processes, KPI introductions, deep dive analyses, and business intelligence. Ability to tell stories using data to produce an outcome
- Assists in improving the customer experience by gathering customer insights, analyzing data, mining information across all customer touchpoints and channels and translating it into actionable activities
- Ensures stakeholders understand how to interpret and apply VOC data
- Turns data into information to drive action
- Prepares and supports dashboard reports containing VOC and operational metrics that are relevant to specific business units. Creating dashboards and reports for business insights
- Provide day to day quantitative analysis, as requested by Executives or Management. Work with different data sources, proceed to analysis, and share results with stakeholders
- Distilling the key takeaways from large datasets into simple everyday language to drive actions and improvements, be a data storyteller
- Lead a team comprised of Specialist, BI, Global Data & Analytics while establishing a strategy to achieve key business objectives. Ability to set direction to team members
- Immerse yourself into the operations and product teams to enable you make good decisions with context
- Prepare Daily/ Weekly / Monthly reporting for key executive meetings, that provide actionable insights vs. just the data, in a clear and concise manner
- Results orientated with a focus on the details to drive positive consumer experience
- Be proactive with data findings to shape the future of Consumer Excellence, not being comfortable with the status quo
- Capable of summarizing complex data to be presented/shared in a simple comprehensible way for SharkNinja executives via PowerPoint. Storytelling bringing value to the business
- Represent the voice of the Consumer Excellence team in cross functional meetings and represent own area of specialization with confidence and purpose
- Cross-functional collaboration
- Use stories to compellingly and effectively present customer feedback to stakeholders
- Ensure data accuracy and reliability in reporting
- Oversee the development and implementation of analytical models. Designing and maintaining BI solutions
- Provide strategic insights to support business decisions. Advising on data-driven strategies
- Coordinate with the data engineer and data analyst to ensure data-driven strategies
Our take
Consumer demand for new and better home appliances continues to grow. SharkNinja serves this demand by designing and manufacturing innovative home goods and devices. Specifically, it has a growing line of solutions that consist of Shark cleaning and home care products and Ninja kitchen appliances.
SharkNinja has been in operation since 1994, which is testament to the quality and popularity of its products. Since its initial launch in Canada, the company has expanded into the US and the UK. In 2017 SharkNinja was bought by CDH Private Equity for over $1.5 Billion, further proof of its impressive market value. Perhaps more evidence is that it brings in annual revenues of around $4B.
SharkNinja’s main challenge is facing down big-name competitors such as home appliance giant Dyson. In fact, through innovative design, it seized the market-leading spot in traditional vacuums from Dyson and is only second to iRobot in sales of robotic models. A 2023 IPO saw an extra $296 million in funding added to SharkNinja's pot and was followed by product launches in new sectors such as air conditioning and food cooling, indicating that the company is still full of new product ideas.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
10% employee growth in 12 months
Company
Company benefits
- Employer paid group benefits including medical, dental, life insurance and more
- Competitive RRSP matching program
- 16 vacation days to start
- Paid sick days
- Paid volunteer and cultural days
- Employee & Family Assistance program
- An opportunity to accelerate your career with world class brands
- Continuous development and mentoring
- Opportunity to join various employee-based affinity groups
- Diverse, inclusive, and community-minded organization
- Wellness program offering free virtual fitness classes and a fitness reimbursement
- Employee product discounts
Company values
- Never be afraid to dream big
- Relentlessly innovate
- Obsess about customer satisfaction
- Build people up
- Seize opportunities - individually and collectively
Company HQ
Needham Heights, Needham, MA
Articles
Leadership
Mark Rosenzweig
(Founder)Founded SharkNinja in 1994. Has won three Red Dot Awards for product Design.
Salary benchmarks
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Diversity & Inclusion at SharkNinja
- At SharkNinja, Diversity, Equity, and Inclusion is vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja’s innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA. Your role in Diversifying SharkNinja:
- As a corporate citizen, learn and support SharkNinja’s Diversity, Equity & Inclusion strategy
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
- Explore SharkNinja’s DEI Groups or volunteer to serve on committees that organize diversity-related events and activities
- Participate in employee engagement surveys and respond as openly and honestly as possible
- Become culturally competent; take the time to learn about different cultures, races, religions, and backgrounds represented by your colleagues
- Ensure equitable experiences, strengthen inclusion acumen, and promote a culture of inclusivity and belonging that embraces the contributions of all team members
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