Senior Manager, Partner & Customer Analytics Reporting
DHL · Singapore, Central ·
- Seniority
- Senior
- Category
- Management
- Experience
- 3+ years
DHL Express - a company that connects people!
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Role Purpose:
Lead the E2E analytics journey insights for the 2 Strategy 2030 and North Star DCS Program teams of Digital Partner Program and Life Sciences & Healthcare Program.
Owns and directs the data sourcing, access, orchestration and visualization work delivered by the DCS analytics and ITS teams, translating it into intelligent insights for the DCS Programs.
Ensures key metrics, analytics and Customer signal insights are possible to fully baseline, measure and closely tracked towards the Digital Partner Program and LSH Enablement Program’s future products build and release success. Ensures Partner and Customer insights are proactively investigated, produced on own initiative, distributed and briefed clearly to key team members and key stakeholders. DPP Partner and LSH Customer signal Insights support feature prioritization for future program investments.
How will you contribute to the success of DHL?
- Work with DPP and LSH program technical support teams and development teams to account for any new or changed data elements or process changes requiring data tracking and analysis across the Digital Partner Program and Life Sciences & Healthcare Programs, including but not limited to: MyExpress, Shipping module, MyDHLAPI, EDI, MyGTS, DEC, DCIS, ELP, future LSH platform and Returns
- Coordinate the creation, maintenance and distribution of relevant reports, KPIs, stats and key DPP and LSH program metrics, aligned to the priorities of DPP and LSH program leadership.
- Look for and identify areas of opportunity to improve customer experience and business/operational processes.
- Identify and report underperforming trends or anomalies with analysis that includes root causes and potential solutions.
- Owner of change requests raised for report creation and updates.
- Ownership and resolution of issues reported regarding data, report inaccuracies, etc.
- Manage successful implementation of new reporting, data elements, key metrics, etc. with accuracy and within acceptable time frame, and cost.
- Understand the relationship of business processes and procedures to the data, ensuring DPP and LSH program reporting remains utilized and relevant.
- Contribute to the domain roadmaps.
- Defines the requirements for, and directs delivery of, tools, analyses and reporting solutions supporting DCS Programs insights and visualization.
- Direct the analysis of varied data sources, including Snowflake, ensuring analyses and data trends meet the needs of the DCS Programs team and senior management.
- Application knowledge: Solid understanding of DCS landscape, including MyExpress, MyDHLAPI, EDI, Shipping module, MyGTS, DEC, DCIS, ELP, future LSH platform and Returns, in respect their logic and approach and how the relevant data and statistics are utilized. Willingness to learn when not yet knowledgeable is expected.
- External Partner and Customer industry ecosystem analysis to be expected.
- General knowledge of processes and procedures in Operations and Customer Service in order to understand how reporting and data correlates and to identify areas of opportunity.
- Ability to manage difficult and strenuous scenarios including having to reject or defer requests from key stakeholders, regions/countries and other domains.
- Ability to work positively with a wide range of individuals and teams involved in supporting the digital partner, associated Enterprise and SME Customers and LSH Customer landscape at the global, regional and country levels.
- May provide functional guidance, advice and/or training to less-experienced data analytics professionals or end users as necessary.
- Operate with autonomy within the confines of the overall program strategy to drive effective change, utilization and optimization of solutions.
- Strong program management and stakeholder leadership skills, with a proven ability to deliver through teams that do not report into this role, across cultures and borders.
Do you have what it takes?
- University Degree or equivalent.
- 5-8 years in analytics, business intelligence or data-driven program delivery, including experience leading cross-functional delivery (or MS/MA and 3-5 years).
- Demonstrated analytical judgment — able to turn an ambiguous business question into a measurable one, challenge a metric definition, and recognize when a number is wrong.
- Sufficient data literacy to specify measurement requirements an implementation team can build from, and to pressure-test the analysis that comes back.
- Fluent in both verbal and written English.
- Experience in Adobe Analytics, Power BI, SQL, Snowflake is preferred;
- Professional qualification/certification in Program or Project Management; logistics or digital platform background is desirable.
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