Manager, Customer Analytics

Role: Manager, Customer Analytics

Location: UK or Romania

Job type: Full time, permanent - hybrid

The Role

The Manager, Customer Analytics is responsible for embedding customer insight into the day to day execution of the CX function. The role owns the delivery and operationalisation of customer lifecycle analytics, KPI reporting, and customer health frameworks, ensuring that insights are not only produced but consistently used across CX and the wider business. A central part of the role is defining and documenting scalable CX processes and working closely with the CX Systems & Tools Lead to ensure those processes are accurately implemented within core platforms such as HubSpot. The role also has direct accountability for account provisioning operations, ensuring customers are correctly set up across systems in line with commercial agreements.

Key Responsibilities

1. Customer Lifecycle Analytics & Insight (30%)
   • Own development and delivery of customer lifecycle insight across onboarding, adoption, engagement, and renewal, including identifying behavioural patterns, early churn indicators, and drivers of adoption and retention.
   • Standardise lifecycle analytics globally, ensuring consistency in definitions, outputs, and actionable insights for CX teams to prioritise accounts, trigger interventions, and improve retention outcomes.
2. Customer Health Framework & KPI Reporting (30%)
   • Lead the execution of the global CX KPI framework, covering retention, churn, adoption, engagement, CSAT, NPS, and customer health scoring.
   • Design and implement the customer health model, ensuring scores and KPIs are visible, accessible, and actionable for CX teams and stakeholders through dashboards and workflows within HubSpot.
   • Embed KPI reporting into business rhythms (monthly, quarterly), ensure consistency of definitions, and enable stakeholders to self serve and interpret performance data effectively.
3. Business Process Mapping & Systems Enablement (20%)
   • Own mapping, documentation, and continuous improvement of core CX business processes across the customer lifecycle, including onboarding, engagement tracking, intervention workflows, and renewal management.
   • Collaborate closely with the CX Systems & Tools Lead to translate processes into system workflows, data structures, and automation within platforms such as HubSpot, ensuring alignment across regions.
   • Build scalable, standardised, and system enabled processes that reduce manual effort and drive consistency.
4. Account Provisioning & Data Integrity (20%)
   • Oversee provisioning of customer accounts across platforms, ensuring access, entitlements, and configurations reflect commercial agreements.
   • Manage operational processes for correct onboarding and maintenance through lifecycle, coordinating with Sales Operations, CX, and Technology teams to minimise errors.
   • Maintain high data integrity, ensuring accurate, complete, and aligned customer data for reporting, health scoring, and operational workflows.
5. Leadership
   • Lead a small team focused on analytics, reporting, and provisioning operations, establishing clear priorities, strong execution, and high standards of data accuracy and process discipline.
   • Build capability in analytical thinking and operational delivery, driving continuous improvement and scalability.

Experience

• Experience in customer analytics, CX operations, or similar roles.
• Experience working within subscription or lifecycle based business models.
• Proven experience delivering KPI reporting and customer insight in an operational environment.
• Experience defining customer health models and embedding them into workflows.
• Strong experience mapping business processes and translating them into system execution.
• Hands on experience with CRM platforms such as HubSpot.
• Experience managing or overseeing account provisioning or operational workflows.

Skills

• Strong analytical and structured problem solving capability.
• Ability to translate data into clear, actionable operational insight.
• Strong understanding of customer lifecycle metrics and retention drivers.
• Process oriented, with the ability to design and document scalable workflows.
• Strong collaboration skills across CX, systems, and commercial teams.
• High attention to detail, particularly in data accuracy and operational consistency.

Success Measures

• Customer health and KPI frameworks are embedded, actionable, and reported.
• Customer insight directly drives CX prioritisation and retention outcomes.
• CX processes are clearly documented, standardised, and system enabled.
• Accurate and efficient account provisioning with minimal errors.
• Reduced manual reporting and improved operational efficiency.
• High data quality and alignment across customer systems.