Commercial Analytics Manager

Position Summary

Delivers advanced analytics and actionable insights that support key initiatives in marketing, sales operations, and customer service. Drives the establishment of measurement standards and best practices for analytics processes within the CX organization. Partners with process owners to identify opportunities, set priorities, and foster a network of analytics expertise. Ensures consistent and timely delivery of critical reports.

Director – Commercial Analytics

As the Commercial Analytics Manager you are a critical contributor to delivering cutting-edge analytics services to stakeholders, enabling them to make fact-based decisions. You generate insights that help USG to better understand the customer, expand reach, increase opportunities and advocacy, and ultimately drive sales and service strategies. You are part of the Customer Experience team which manages the USG sales and customer support operations including the digital platforms.

You will understand the needs of USG across the US, Canada, and LATAM, and develop standardized measurements and KPIs at the enterprise level.

You are a subject matter expert in data management, accuracy and standardization. You will develop advanced KPIs and establish standard procedures for KPI work across a shared service.

The manager must be able to communicate effectively at all levels of the organization and utilize best practice project management skills to lead improvements and manage change. The ideal candidate will have experience in customer experience analytics, is exceptionally curious but focused, and seeks a meaningful role that supports growth and career advancement.

• Design and ensure consistency in standardized metrics, KPIs, and reporting frameworks for the entire organization, including the US, Canada and LATAM.
• Ensure the integrity, accuracy, and stewardship of analytics deliverables and data, with a focus on critical business information.
• Serve as subject matter expert, collaborating cross-functional and cross-geography with stakeholders to drive best practices and translate business needs into actionable analytics solutions.
• Develop, refine, and maintain advanced dashboards, reports, and analytical tools to support digital, CRM, pricing, and customer service operations.
• Partner with colleagues to understand user requirements and prioritize analytics initiatives accordingly.
• Drive improvements in analytics workflows and identify opportunities for automation and process optimization.
• Maintain and update analytics deliverables in accordance with schedules and user needs.
• Mentor and support junior analysts in technical skills and best practices.
• Maintain documentation for analytics tools, processes, and data sources.
• Evaluate and recommend analytics tools, techniques, and industry best practices.

• Contribute to the development and implementation of analytics strategies that align to organizational goals, enabling "One Source of Truth".
• Design and develop scalable data models to enhance the integration, availability, and accuracy of enterprise information.
• Partner in gap analysis between current-state and future-state analytics capabilities, proposing solutions to advance those capabilities.
• Support the organization’s self-service analytics culture through developing easy-to-use, accessible insights and training resources.
• Drive continuous improvement in analytics, embracing emerging technologies and methodologies.
• Ensure high standards for data integrity, especially regarding Salesforce and other core business systems.
• Lead by example in adopting state-of-the-art analytics tools and approaches.

• Bachelor's or advanced degree in Analytics, Data Science, Computer Science, Engineering, Math, Economics, or related field.
• Demonstrated experience in advanced analytics, data visualization, and dashboard development (e.g., Power BI, Tableau, advanced Excel).
• Strong technical skills with data management platforms and CRM systems (Salesforce preferred).
• Prior work experience in customer insight or market research position.
• Relev…