Consumer Care Analyst

hace 3 semanas

Barcelona, Barcelona, España Affinity Petcare Sa A tiempo completo

We are seeking a Consumer Care Analyst to join our team, who will play a key role in optimizing our consumer care processes through automation, data analysis, and a deep understanding of consumer needs. The ideal candidate will be a key contributor to enhancing our consumer experience and driving consumer satisfaction.

Key Responsibilities:
  • Monitor key KPIs daily, identify anomalies, and ensure data accuracy and classification integrity.
  • Contribute to Consumer Care Process Improvement proposals and document new designed processes.
  • Provide training to external agents, coordinators, and internal supporters as required.
  • Manage and document bugs or new processes in our ticketing tool Jira, following up on their resolution or implementation.
  • Ensure the external team is equipped with accurate, up-to-date information for direct consumer responses, and keep the knowledge base current.
  • Generate periodic reports and maintain ongoing communication with external coordinators, agents, internal teams, and other stakeholders.
  • Collaborate effectively with teams across the organization (especially IT) to identify and address consumer needs.
Requirements:
  • At least 2 years of working in a consumer data analyst role or similar.
  • Proficiency in data analysis tools and CRM software.
  • Analytical skills with attention to detail and ability to work independently and as part of a team.
  • Proactive, client-oriented, analytical/IT/Business mindset and process-oriented.
  • High organizational and relational skills.
  • Proactivity, energy, and adaptability to change.
  • Autonomy, flexibility, and empathy.
  • Desirable knowledge of PowerBI, Tableau, SAP Analytics, QlikView, or Looker, and experience with a CRM, desirable with Salesforce.
  • Fluent level of English and Spanish.
About Us:

Affinity Petcare is more than an international petfood company. For more than 50 years, we have been dedicated to nourishing healthy bonds between dogs, cats and people to make the world a better place.

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