Customer Performance Analyst

1 week ago

กรงเทพมหานคร, Thailand Unilode Full time

**ABOUT UNILODE**

**POSITION OVERVIEW**

The customer Performance Analyst (CPA) will enable and support a meaningful Customer Performance Cadence by jointly working with the Customer Success Manager (CSM) and the Data Analysts to create a Monthly/Quarterly Performance Story Deck for the top 7-14 airlines. In addition, he will also guarantee the reproducibility and timely delivery of the reports and data to their assigned customers.

*
GENERAL RESPONSIBILITIES*
- Own the activities of customer performance management, including reporting and analysis, ppt story line prep, and follow-up support with the CSM.
- Collect and update standard performance slides and share them with CSMs and other CPAs
- Develop the Customer Dashboard for their respective Customers, including JP and Performance KPIs, using modern reporting tools.
- Discuss and initiate individual customer data analyses in cooperation with the CSM teams to enhance service quality.
- Document the processes and limitations of the data reports and algorithms applied via Confluence. Educate and train our Customers and the CSMs.
- Constantly share valuable data analyses with other Customer Performance Analysts.
- Support the production of Weekly, Monthly, and quarterly Customer Performance Cadence (CPC) performance management deck - with informed analysis and performance trends.
- Implement the Customer Dashboard platform as the central management cockpit for all airlines and CSMs - incorporating the most critical KPIs to improve customer profitability.
- Additional duties as assigned.

**QUALIFICATIONS**
- University Degree
- Degree Level (MSc, MBA) preferred.
- 5-7 years experience working with KPIs and performance management domains with close customer contract
- Experience in defining KPIs and data analysis/insights.
- Extensive storytelling (presentation) capability in messaging complex info and analytical findings.
- Knowledge of the following programming languages is preferred, not mandatory (R / Python / SQL / git)
- Basic understanding of how Coding/Programming is executed to be able to read the logic and translate
- Robust analytical and quantitative skills, as well as attention to detail.

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