Consumer Affairs Systems & Analytics Manager

Consumer Affairs Systems and Analytics Manager, Easton, PA

Crayola has inspired children to express their creativity since 1903. Crayolians take pride in fulfilling our mission of helping parents and educators raise creatively alive children around the world. Join our team and be part of an iconic brand that develops quality art products and experiences that are loved by families and preferred by teachers. Our company culture is mission focused, and encourages fun, collaboration, transparency, and helping others.

Crayola believes our workforce benefits from a broad spectrum of diverse ideas and perspectives which enables us to understand our consumers better.

The role involves overseeing all contact center systems and support for consumer affairs, ensuring the contact center remains operational. Responsibilities include managing the Emplifi suite of products, telephony system (in Contact), and survey deployment tools (Qualtrics). The position is responsible for data integrity, system configuration, analytics, reporting, and vendor relationships. Additionally, the role involves developing PowerBI dashboards, overseeing department analytics, and managing a team that includes a data administrator and knowledge management.

The role also explores new technologies to enhance call center efficiencies and ensures systems are ready for global expansion.

Principal duties and responsibilities:

• Oversee the Emplifi suite of products including Agent, Social, Knowledge, Reporting & Fulfillment, ensuring seamless operation and data integrity.
• Serve as the primary interface between Emplifi and Crayola IT support for large-scale projects.
• Manage the telephony system (in Contact) and survey deployment tools (Qualtrics).
• Develop and maintain PowerBI dashboards and other analytics tools to provide actionable insights.
• Lead the Data Administrator and Knowledge Management roles, ensuring effective data management and knowledge dissemination.
• Maintain vendor relationships to ensure optimal performance and support.
• Investigate and implement new technologies, including automation and AI, to improve call center efficiencies.
• Ensure all systems are globally ready to support international consumer care teams.
• Ensure compliance with data privacy and security regulations.

Job specifications:

• Education:
  
  Bachelor's degree in Information Technology, Data Science, Business Administration, or a related field.
• Experience:
  
  Minimum of 5 years of experience in systems management, data analytics, or a related role, preferably within a consumer affairs or call center environment.
• Skills:
  
  Proficiency in Emplifi products, in Contact, Qualtrics, and PowerBI; strong analytical and problem-solving skills; excellent communication and interpersonal skills; ability to manage multiple projects and priorities; knowledge of data privacy and security regulations.
• Certifications:
  
  Relevant certifications in data analytics, project management, or IT systems management are a plus.

Physical conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Disclaimer:
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Why Crayola?

• Kid Inspired Culture
• Free Admission to Crayola Experience for Employees
• Community Volunteerism Opportunities
• Annual Bonus Potential for all Full-Time Employees
• Company Matched 401k & Employee Value Sharing Plan
• Comprehensive Healthcare Benefits for Eligible Employees
• Education Assistance Program
• Wellness Programs
• Employee Resource Groups
• Generous Product Discounts Onsite & Online
• Company Sponsored Employee Events
• Discounts on a wide variety of products and services – automotive, electronics, fitness, travel and entertainment

Green is our favorite color! Crayola cares about the environment and responsibly makes the products you love. Learn more about Crayola's creative solutions for greener tomorrows.

Crayola is committed to providing competitive market compensation. Our pay ranges are established using reliable market data and consider factors such as job responsibilities, industry benchmarks, and geographic location.

Individual starting pay is determined by a candidate's skills,…