Customer Contact Centre Forecast & Data Analyst

We have an exciting opportunity for a Customer Contact Centre Forecast & Data Analyst to join the UK’s largest specialist wine retailer!

Do you have experience developing and maintaining Customer Contact Centre Dashboard that drives continuous improvement and improves the customer experience?

Do you have experience improving Customer experience by forecasting accurate Customer Contact Centre performance metrics?

If you have answered yes to these questions, Majestic Wine would be delighted to hear from you!

The Role

As Majestic Wine Customer Contact Centre Forecast & Data Analyst you will be responsible for generating meaningful insights that help us understand our customers, increase engagement, drive sales and improve customer experience. This includes ensuring our Customer Contact Centre is set up with an accurate forecast, data and reporting in order to achieve the following:

• Achieve service levels across all channels.
• Improve contact centre performance metrics and continually improve customer experiences.
• Ensure the contact centre is being commercially and financially responsible through accurate forecasting and resourcing.

Key Responsibilities:

In order to fulfil the purpose of this role, you will be responsible for the following.

Insight packs and business cases

• Work to reduce contact to order rates and to improve customer experiences by creating insight packs that present contact drivers, root cause and impact to the wider business.
• Customer segmentation profiling, modelling and performance reporting across CRM and Call Centre, supporting the wider business strategy to drive action
• Work with the contact centre team and other stakeholders to continually look at opportunities to improve ways of working and processes.
• Create business cases that enable Majestic to continually improve cost per contact, contact to order rates and customer retention.

Customer Data and reporting

• To create and maintain performance dashboards for both CRM and our Customer Contact Centre in order to support in driving efficiency/cost and quality metrics within the contact centre operation.
• To create trade and board level reports and dashboards and to support with data requirements across the business.

Contact centre forecasting, resourcing and scheduling:

• To create and maintain an accurate multi channel forecast using sales data, channel insight and contact driver insight.
• To translate the forecast into an accurate resource and schedule model in order to achieve SLA’s and meet demand.

Knowledge & Skills Required

• Good understanding of Five9 or other contact centre CRM systems
• SQL, R, Python or other relevant programming language
• Knowledge of Tableau, Power BI or similar dashboarding tools
• Educated to degree standard, in a mathematical, economic or related scientific discipline
• Experience forecasting in a contact centre environment.
• Track record of turning data into action driving customer insights
• Experience in creating performance reporting and exec level KPI reports/dashboards
• Ability to articulate analysis for a non-technical audience with clarity and in an engaging way
• Excellent interpersonal, communication and influencing skills coupled with sound commercial awareness
• Ability to lead analytical projects and manage delivery to a broad group of stakeholders
• Exposure to analysing large data volumes using tools such as SQL, Alteryx, R, Python or Tableau
• Experience of using predictive modelling techniques and segmentations

Who are we?

Majestic Wine is the UK’s leading specialist wine retailer. Majestic was founded in 1980 and, alongside its Commercial and French divisions, had a turnover of over £300m last financial year.

Alongside strong growth in multi-channel sales, Majestic believe there is still a key role a retailer that is loved by customers and loved by suppliers. We pride ourselves on our enthusiastic, knowledgeable and friendly people, who, working as part of a close-knit team deliver exceptional customer service in a vibrant and fast-paced retail environment. More information can be found at www.majesticcareers.co.uk

In August 2019 Majestic announced it will be continuing its story under new private ownership and was purchased by US investment firm - Fortress. The sale included the Majestic brand, stores, website, Commercial and French division.

Fortress are now backing the vision for the future of Majestic and they see a lot of headroom for growth. The investment group pointed to Majestic’s ‘strong cross channel journey, expert staff and widespread brand affection’ when deciding to buy the business from its PLC status.

Job Specifics:

Contract Type: Permanent

Location: Our Head Office is based in Watford, just 20 minutes from London Euston. From Watford Junction, we are a 15-minute walk to our Head Office.

We look forward to receiving your application! #ProudtobeMajestic

No Agencies Please - We thank you for your interest in working with Majestic Wine, however, we have a PSL who will be supporting us if needed. We will not pay fees or acknowledge any CV's supplied to Majestic Wine unless you have been briefed on the role by a member of our Talent Team.

We have an exciting opportunity for a Customer Contact Centre Forecast & Data Analyst to join the UK’s largest specialist wine retailer!

Do you have experience developing and maintaining Customer Contact Centre Dashboard that drives continuous improvement and improves the customer experience?

Do you have experience improving Customer experience by forecasting accurate Customer Contact Centre performance metrics?

If you have answered yes to these questions, Majestic Wine would be delighted to hear from you!

The Role

As Majestic Wine Customer Contact Centre Forecast & Data Analyst you will be responsible for generating meaningful insights that help us understand our customers, increase engagement, drive sales and improve customer experience. This includes ensuring our Customer Contact Centre is set up with an accurate forecast, data and reporting in order to achieve the following:

• Achieve service levels across all channels.
• Improve contact centre performance metrics and continually improve customer experiences.
• Ensure the contact centre is being commercially and financially responsible through accurate forecasting and resourcing.

Key Responsibilities:

In order to fulfil the purpose of this role, you will be responsible for the following.

Insight packs and business cases

• Work to reduce contact to order rates and to improve customer experiences by creating insight packs that present contact drivers, root cause and impact to the wider business.
• Customer segmentation profiling, modelling and performance reporting across CRM and Call Centre, supporting the wider business strategy to drive action
• Work with the contact centre team and other stakeholders to continually look at opportunities to improve ways of working and processes.
• Create business cases that enable Majestic to continually improve cost per contact, contact to order rates and customer retention.

Customer Data and reporting

• To create and maintain performance dashboards for both CRM and our Customer Contact Centre in order to support in driving efficiency/cost and quality metrics within the contact centre operation.
• To create trade and board level reports and dashboards and to support with data requirements across the business.

Contact centre forecasting, resourcing and scheduling:

• To create and maintain an accurate multi channel forecast using sales data, channel insight and contact driver insight.
• To translate the forecast into an accurate resource and schedule model in order to achieve SLA’s and meet demand.

Knowledge & Skills Required

• Good understanding of Five9 or other contact centre CRM systems
• SQL, R, Python or other relevant programming language
• Knowledge of Tableau, Power BI or similar dashboarding tools
• Educated to degree standard, in a mathematical, economic or related scientific discipline
• Experience forecasting in a contact centre environment.
• Track record of turning data into action driving customer insights
• Experience in creating performance reporting and exec level KPI reports/dashboards
• Ability to articulate analysis for a non-technical audience with clarity and in an engaging way
• Excellent interpersonal, communication and influencing skills coupled with sound commercial awareness
• Ability to lead analytical projects and manage delivery to a broad group of stakeholders
• Exposure to analysing large data volumes using tools such as SQL, Alteryx, R, Python or Tableau
• Experience of using predictive modelling techniques and segmentations

Who are we?

Majestic Wine is the UK’s leading specialist wine retailer. Majestic was founded in 1980 and, alongside its Commercial and French divisions, had a turnover of over £300m last financial year.

Alongside strong growth in multi-channel sales, Majestic believe there is still a key role a retailer that is loved by customers and loved by suppliers. We pride ourselves on our enthusiastic, knowledgeable and friendly people, who, working as part of a close-knit team deliver exceptional customer service in a vibrant and fast-paced retail environment. More information can be found at www.majesticcareers.co.uk

In August 2019 Majestic announced it will be continuing its story under new private ownership and was purchased by US investment firm - Fortress. The sale included the Majestic brand, stores, website, Commercial and French division.

Fortress are now backing the vision for the future of Majestic and they see a lot of headroom for growth. The investment group pointed to Majestic’s ‘strong cross channel journey, expert staff and widespread brand affection’ when deciding to buy the business from its PLC status.

Job Specifics:

Contract Type: Permanent

Location: Our Head Office is based in Watford, just 20 minutes from London Euston. From Watford Junction, we are a 15-minute walk to our Head Office.

We look forward to receiving your application! #ProudtobeMajestic

No Agencies Please - We thank you for your interest in working with Majestic Wine, however, we have a PSL who will be supporting us if needed. We will not pay fees or acknowledge any CV's supplied to Majestic Wine unless you have been briefed on the role by a member of our Talent Team.