Lead, B2B eCommerce and Customer Care Analytics

If you are a current Chamberlain Group employee, please click here to apply through your Workday account.

Chamberlain Group is a global leader in access solutions with top brands, such as LiftMaster and Chamberlain, found in millions of homes, businesses, and communities worldwide.

As a leader in the Smart Home industry, we boast one of the largest IoT install bases, with innovative products consisting of cameras, locks, card readers, garage door openers, gates and more, all powered by our myQ digital ecosystem. 

This role  will be responsible for driving data-driven insights and optimizing our Partner Portal’s performance while also tracking corresponding improvements to our Customer Care metrics. Responsibilities include collecting, analyzing, and interpreting data to provide insights that improve the user experience, conversion rates, and financial objectives including incremental revenue on the Partner Portal as well as leveraging data-driven insights to improve customer service processes, enhance customer satisfaction, and drive operational efficiency.

Job Responsibilities:

• Collect, analyze, and interpret web and service level data using tools such as Google Analytics, Adobe Analytics, Tealium Analytics, Optimizely, or similar platforms in addition to SAP, phone/email systems like Genesys, Esker, EDI; provide actionable insights to improve user experience- and overall performance

• Combine data from multiple data sources to a single dashboard to drive holistic insights

• Define and track key performance indicators (KPIs) related to user engagement, traffic, conversion funnels, and revenue for Partner Portal and track key performance indicators (KPIs) related to Customer Care service levels such as volume of calls/emails, abandon rate, speed, accuracy, etc.; develop regular reports and dashboards for leadership that showcase connect between Partner Portal usage and Customer Care utilization and service levels

• Align analytics efforts to business goals by cross-functional collaboration with IT, Marketing, Customer Care, and Partner Portal product team

• Partner Portal Analytics Responsibilities will include  collaborating with  Operations Manager and Sr. Designer to set up A/B tests and multivariate experiments; evaluate test results and recommend optimizations, working  with digital marketing teams to improve search engine functionality, understanding user behavior patterns, including navigation paths, drop-off points and conversion bottlenecks; identify opportunities for optimization, managing website tags and tracking pixels; ensure accurate data collection and troubleshoot any tracking issues, segmenting users based on partner type, role, behavior, and other relevant criteria; customize marketing efforts and content accordingly, monitoring competitor websites and benchmark our performance against industry standards and ensuring compliance with data privacy regulars in data collection and reporting

• Customer Care Analytics Responsibilities will include Collecting, cleaning, and analyzing customer care data to identify trends and opportunities for improvement, Developing an understanding of efficiency for handling various types of partner inquiries across channels, create agent scorecards to track progress and performance in coordination with Customer Care Sr Manager, determining impact of Partner Portal and other automation efforts on Customer Care workload and overall partner experience

• Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.

• Protect Chamberlain Group’s reputation by keeping information confidential.

• Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.

• Contribute to the team effort by accomplishing related results and participating on projects as needed.

Job Requirements:

• Bachelor's Degree in Business, Marketing Analytics, Data Science, Statistics or related field

• 6+ years of experience in web analytics, preferably in an ecommerce

• Strong written, presentation, and communication skills

• Strong analytical skills and ability to leverage data to drive decision making, recommend and develop solutions

• Hands-on experience in customer behavior analysis with the ability to drive insights and trends in a marketing and/or product management environment

• Proficiency with web analytics tools (Google Analyti