Customer Journey Analytics Manager

Location:

We are looking for you !

Recruiter: Roseanne Khachikyan / Roseanne.Khachikyan@airliquide.com / 424-318-0169

The Customer Journey Analytics Manager is responsible for understanding and enhancing the end-to-end customer experience. This role requires a strong focus on leveraging data analytics to inform strategies that improve customer engagement and retention. With expertise in tools like Adobe Analytics and Power BI, the CJA Manager will develop insights into customer behaviors and provide data-driven recommendations to drive sales and mitigate customer churn. This position will involve cross-functional collaboration with teams across the organization to support projects that align with broader business goals. We are seeking a highly analytical and motivated individual to join our growing team.

• Continuously develop a comprehensive view of the customer journey and identify key touchpoints by utilizing tools like: Adobe Analytics, Power BI, and Data Studio to gather, analyze, and visualize online and offline data

• Lead, mentor, and nurture a team of direct report, internal customer journey analysts

• Foster a culture of creativity with your team in developing a data-driven decision-making environment, focusing on continuous improvement

• Responsible for understanding, mapping, and optimizing the end-to-end customer journey across all touchpoints

• Create and maintain reports, dashboards, and other visualization tools to effectively communicate analytical findings with stakeholders and business owners

• Create and improve digital analytics strategies to enhance the company's overall data analysis efficacy

• Collaborate closely with e-commerce, marketing, and data science teams to apply insights and support initiatives that enhance customer engagement, retention, and satisfaction

• Define and monitor KPIs relevant to customer journey success, reporting regularly on performance and suggesting areas of improvement

• Scope projects and manage risks, determine project plans and deadlines, and manage team of digital data analysts

• Lead meetings with stakeholders to discuss related project findings and opportunities uncovered

• Manage iSupport tickets and assist in Business User Acceptance training for any changes pushed to the website

• Provide guidance, mentorship, and performance feedback to team members, fostering a collaborative and results-driven environment

• Stay current with industry trends, emerging technologies, and best practices in digital and customer journey analytics

• Manage internal Smartsheet of customer analytics team requests, communicating with requestors/stakeholders of project status, issues, and completion estimates

Required Qualifications:

• Bachelor's degree or higher in Business, Data Analytics, or equivalent work experience

• Strong analytic curiosity and innovative problem-solving skills using a systems- and evidence-driven approach

• 5+ years of proven experience in analytics role

• 1+ years project management and team leadership experience

• Understanding of relevant company data platforms (Power BI, Adobe Analytics, SAP, Business Warehouse, etc.)

• 1+ years experience in mapping the customer journey to understand needs and pain points at each stage

• 2+ years experience with Adobe Analytics, Customer Journey Analytics, or a comparable digital analytics tool is required

• Proven experience managing projects from concept development to execution and evaluation

• Experience in building meaningful, actionable reports to stakeholders

• Ability to work under pressure on multiple projects simultaneously while meeting deadlines

• Strong written and verbal communication skills, with the ability to distill complex data for a diverse audience

Preferred Qualifications:

• Previous team management experience preferred

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Benefits

We care about and support all Airgas associates. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, vacation, sick time, floating holidays, and paid holidays for full-time employees.

We provide a progressive parental leave package for our eligible Airgas parents, offering generous paid time off for the birth or placement of children.

Additionally, we offer our employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for employees' dependents, and an Airgas Scholarship Program.

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Your DIFFERENCES enhance our PERFORMANCE

At Airgas, we are committed to building a workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.

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About Airgas

Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions.

Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients.

Join us for a stimulating experience: At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you'll find a welcoming workplace where you're valued for who you are and where you can fill your potential while growing a fulfilling career - whatever path you choose.

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Equal Employment Opportunity Information

We are an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Airgas, an Air Liquide Company is a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973.

Airgas does not discriminate against qualified applicants with disabilities, and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at us-accommodationrequest@airgas.com.

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