DIRECTOR COMMERCIAL ANALYTICS 

Position Summary: Accountable for USG-wide services and strategic initiatives for marketing, sales, and service process analytics. Builds respective team and competence network across the company. Sets up standards for measurement and drive automation of execution of core analytics processes.  Develops and delivers key reports relating to customer experience.

Key Accountabilities & Responsibilities

As leader of the USG Commercial Analytics team, you deliver cutting-edge analytics services to stakeholders, enabling them to make fact-based decisions. Based on distinguished data sources, you generate insights that help USG to better understand the customer, expand reach, increase opportunities and advocacy, and ultimately drive sales and margin as well as productivity. You are part of the Customer Experience team which manages the USG sales and customer support operations including the digital platforms. You will understand and represent the needs of USG across the US, Canada, and LATAM, and develop standardized measurements and KPIs at the enterprise level. 

You are a dynamic and talented leader. You will interface with the functional leaders of the USG Customer Experience team and stakeholders in Finance and Sales to understand information and analytical needs and drive standardization and reporting accountability as well as create new insights into marketing, sales and service processes, their efficiency and impact.
The leader must be able to communicate effectively at a senior management level and have an in-depth knowledge of data and analytics. The ideal candidate will have proven hands-on experience leading change programs and experience in utilizing data for decision making.

General Responsibilities:

• Assemble own team, develop skillset of existing colleagues to new requirements and build company network (“Center of Excellence - Commercial Analytics”).

• Lead a team that will collectively manage and drive standardization of insights management in the space of commercial analytics: digital frontend, tools, CRM system, pricing administration and customer service center, pre-sales efforts to mention a few.

• Constantly work in cross-functional and cross-geography setting with different stakeholders.

• Identify and thoroughly understand the needs of the USG user community for analytics, including executives, managers, and analysts, then prioritize those needs into a delivery model based on business relevance and readiness for implementation.

• Define requirements for the reporting process landscape (e.g. CRM platform) and data architecture to enable swift and scalable development of metrics for delivery to stakeholders.

• Manage ongoing functional analytics and reporting stewardship to sustain information, ensure timely updates, and make the right information available to management according to committed schedules.

• Lead and maintain a roadmap of improvements in reporting and analytics.  Be a stakeholder for process design work in digital platforms feeding the backlog for analytics.

• Deliver prototypes as an embedded process in dashboard and reporting development.

• Manage go-live of new analytics services, their respective rollout and coordinate the change management efforts.

• Support business optimization by driving KPI and metric improvements, as well as platform standardization and speed. Key deliverables include the overhaul of CRM reporting, enhanced service process reporting for our service center, and high-quality reporting for our digital platforms and tools.

Transformation Program Responsibilities:

• Develop and implement a strategy that drives management analytics, reporting and decision making to aligned standards and state of the art technology enabling “One Source of Truth” that emphasizes speed, accuracy and consistency

• Establish data models to improve the integration, availability and accuracy of information, business processes, and user confidence of data.

• Support development of a future state vision for analytics and data management and prioritize gaps between current and future state

• Enable a self-service culture from a user perspective that transforms the organization from data collection and report creation to analysis that is actionable and drives decision making.

• Eliminate and decommission existing reports, dashboards to eliminate redundancy and drive cost reduction

• Data Integrity: Oversee data integrity and data management within Salesforce, working to ensure accurate and reliable data for reporting and analytics

Requirements

Education & Professional Experience:

• University degree in the field of Business or equivalent.

• 8+ years of experience in Strategic Marketing, Marketing Science, Business Intelligence, or related fields.

• Prior work experience in customer insights or market research position.

• Leadership experience in strategic KPI development and roll-out with an enterprise and multi-entity focus.

• Advanced experience with marketing, service, and sales support in a B2B brand environment.

• Relevant experience in leading a team and developing skillsets is a plus.
   

Hard-Skills:

• Advanced knowledge of customer-related data analytics, data modelling, state-of-the-art statistics, and front-end reporting tools/dashboards.

• Strategic business problem solving skills and documented ability to translate into meaningful KPIs.

• Advanced experience with customer-related data sources (external and internal) and disciplines (ORACLE, Salesforce.com, Tableau, etc.).

• Experience with analytics and statistical tools (such as Excel, Tableau, SPSS Statistics, R).

• Experience with relevant libraries in Python (SciKitLearn, Pytorch, Pandas, NumPy, MatPlot, ...).

• Proven project and program management skills, including the ability to lead projects or work on several projects simultaneously.

• Fluent English, verbally and written. Second language Spanish a plus.

Soft-Skills:

• A passion for delivering data-based recommendations for quantifiable improvements in business results and customer satisfaction.

• Strong strategic mindset and understanding how customer, service, and marketing related KPIs support and affect business decision-making.

• Strong communication skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely.

• Strong presentation skills and storytelling.

• A solution-oriented mindset, combining customer centricity with business acumen when contributing to business case modeling or shaping self-service reporting.

• An independent thinker flourishing in fast-paced and intricate environments, adept at making independent decisions.

• Enjoys the challenge of defining new business processes and driving innovation.

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.

Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity.  USG also provides employees with paid time off and paid holidays.

Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG's employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company's core business values – innovation, quality, integrity, service, diversity, efficiency and safety – have helped us become the company we are today.

 EOE including disability/veteran