Loyalty & Retention Analyst
Sirius XM Canada Inc.
Toronto, ON, Canada
3d ago

Reporting to the Director, Customer & Marketing Analytics

The Loyalty & Retention Analyst is responsible for collecting, analyzing and reporting accurate information related to marketing activities, enabling the effective evaluation of performance and decision-making in the areas of loyalty and churn management programs and process improvement.

Accountabilities

  • Marketing-related activities : Conduct pre- and post-analysis of marketing activities in relation to loyalty and churn managementPerform assessments and identify preferred segmentsEstimate list size for particular campaignsProvide selection criteria to third-party vendorDeliver reporting of ROI, cash gains and revenue gains
  • List management : Perform in accordance with established procedures related to the implementation, design and analysis of retention marketing programsProvide analysis services to marketing and listener care including estimation of potential audience size, predefining selection criteria for third-party vendorCollaborate with third-party vendor to deliver list to prescribed destination
  • Reports and recommendations : Enable effective evaluation of performance and decision-makingPrepare daily, weekly and monthly reports and executive dashboardsIdentify performance gaps and trends;
  • make recommendationsConduct business case modeling to understand current state; alternative scenarios to improve churn rates;
  • and impact on cash and revenue resultsAssist in preparing forecasts related to customer base management, including cash, upsell and churnPrepare reports and presentations as requiredEnsure continuous improvement of reporting process in terms of accuracy, efficiency and overall effectiveness in driving better business decisions

  • Managing and analyzing data : Implement and use tools for managing and analyzing dataCreate profiles of segments including demographics and subscriber behaviourPerform assessments and identify segments to target for programsTrack performance related to key metrics by segments, including upsell, churn and swap behaviourAnalyze variances;
  • identify trends and risk periods related to the customer baseSupport retention team in managing and tracking churn performance against budgetPrepare ad hoc reports and intelligence to cross-functional teams as required

    Level of Education

  • Completion of college program in business administration or related discipline; bachelor’s degree preferred
  • Job Related Experience

  • Minimum 3 years’ relevant experience
  • Demonstrated working knowledge of marketing analytics, statistics or other analytical methodology
  • History of campaign execution, test analysis and program post-mortem analysis
  • Experience using SQL, Python and Microsoft Excel
  • Experience in subscription-based industry a definite asset
  • Skills and Background

  • Strong proficiency in Microsoft Office and SQL
  • Communications

    This position is frequently called upon to reach agreement with others in order to complete work activities; requires presenting a point of view at times and influencing others to adopt a specific course of action.

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