Manager, Analytics - Lakeland

Description

The purpose of this position is to lead the strategy, development, and evolution of Customer Care and Social Media (CCSM) analytics and insights, transforming data into actionable intelligence that informs decision‑making, improves customer experience, and protects the Publix brand. This role owns the CCSM analytics roadmap, establishes governance and standards, and leads a multidisciplinary team responsible for data integrity, case reporting, customer insights, performance measurement, social listening intelligence, and data storytelling across customer care, social engagement, and digital channels.

Marketing

Data Analysis & Business Intelligence

The purpose of this position is to lead the strategy, development, and evolution of Customer Care and Social Media (CCSM) analytics and insights, transforming data into actionable intelligence that informs decision‑making, improves customer experience, and protects the Publix brand. This role owns the CCSM analytics roadmap, establishes governance and standards, and leads a multidisciplinary team responsible for data integrity, case reporting, customer insights, performance measurement, social listening intelligence, and data storytelling across customer care, social engagement, and digital channels.

• Leading and executing CCSM’s Analytics strategy to ensure priorities, methodologies, and outputs align with department goals and enterprise objectives.
• Establishing and governing CCSM data architecture, integration, and data management practices to ensure reliable, scalable, and consistent information.
• Translating customer feedback, operational data, and social listening signals into actionable insights that inform strategy, service delivery, and customer experience improvements.
• Defining and monitoring performance measurement frameworks to evaluate operational effectiveness, efficiency, and customer outcomes.
• Leading the delivery and execution of analytics solutions, including intake, prioritization, and development of reporting and intelligence capabilities.

• Bachelor’s degree in Analytics, Data Science, Statistics, Engineering, Information Technology, Computer Science, or other analytical discipline or equivalent combination of formal training/certification and professional work experience that demonstrates the prerequisite competence to perform the duties of this position
• 10 years of:
  • Performing an analytical function involving critical thinking and applying advanced problem‑solving methods
  • Experience managing medium‑to‑large cross‑functional projects
  • Working in a position requiring documenting requirements, developing presentation materials and developing reports
• 3 years of management or supervisory experience
• Strong interpersonal, leadership and management skills
• Expert knowledge of analytics strategies, tools, and best practices
• Critical thinking, agility and adeptness in understanding new information, processes and technology
• Strong project management skills
• Change leadership skills
• Ability to manipulate and analyze data
• Ability and willingness to stay up‑to‑date on technological developments
• Ability to plan, prioritize, and organize multiple initiatives, resources, and deadlines to achieve business goals
• Written and verbal communication skills
• Intermediate knowledge of Microsoft Word and PowerPoint skills
• Advanced knowledge of Microsoft Excel and Access skills
• Knowledge of Power BI or data visualization solutions
• Knowledge of Dataverse and Power Platform ecosystem

• MBA or Master’s degree in Analytics, Information Technology, Computer Science, Statistics, Engineering or other analytical discipline
• More than 10 years of:
  • Performing an analytical…