Data Insights Manager, Customer Contact

bet365; Stoke-on-Trent; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Data Insights Manager to drive decision-making through customer contact data analysis. This exciting role combines technical expertise and leadership, allowing you to shape a team of analysts while enhancing customer experience and operational efficiency. You will oversee the application of advanced data analysis and CRM systems, produce insightful reports, and collaborate with cross-functional teams to influence business strategies. If you're passionate about data-driven insights and leading teams to success, this opportunity is perfect for you.

Qualifications

• Proven leadership experience in developing teams and fostering a collaborative culture.
• Expertise in data analysis, particularly in customer service environments.

Responsibilities

• Lead and develop a team of Data Analysts aligned with business objectives.
• Manage analysis of customer contact data to influence strategic decisions.

Skills

Leadership

Data Analysis

Problem-Solving

Communication

Attention to Detail

Stakeholder Management

Education

Bachelor's Degree

Tools

NICE

Zendesk

Microsoft Excel

Job description

bet365 Stoke-On-Trent, England, United Kingdom

Data Insights Manager, Customer Contact

As a Data Insights Manager, you will be responsible for providing critical insights into customer contact data, driving decision-making and improving operational efficiency.

We are seeking a dynamic and forward-thinking Manager who is passionate about data-driven insights and leading teams to success.

In this role, you will oversee the analysis and interpretation of customer contact data, turning insights into actionable strategies that enhance customer experience and improve operational efficiency. Your expertise in data analysis, Workforce Management (WFM) and Customer Relationship Management (CRM) systems will support process optimisation and inform decision-making across the Business.

As a leader, you will manage and develop a team of Analysts, ensuring they have the skills and support needed to excel. This role combines technical expertise with leadership and strategic thinking, offering an exciting opportunity to shape both the team and broader business operations. You will collaborate with cross-functional teams, produce insightful reports and contribute to strategies that drive customer satisfaction and business performance.

Successful applicants will be required to provide proof of eligibility to work in the UK from their first day of employment.

Preferred Skills, Qualifications and Experience

• Proven leadership experience in leading and developing teams, fostering a collaborative and high-performance culture.
• Data analysis expertise, particularly in customer service or contact centre environments.
• WFM and CRM knowledge, including systems such as NICE and Zendesk, to optimise Business operations.
• Advanced Microsoft Office skills, especially Excel for data manipulation, reporting and analysis.
• Self-motivated and initiative-driven, with the ability to take ownership of projects and inspire autonomous work.
• Strong problem-solving and decision-making skills under pressure, helping teams overcome challenges.
• Attention to detail, ensuring data accuracy and actionable insights.
• Strong communication and stakeholder management, presenting insights to senior leaders and influencing decisions.
• Leadership and mentoring, coaching and developing Analysts with constructive feedback for professional growth.

Main Responsibilities

• Leading and developing a team of Data Analysts, ensuring support, motivation and alignment with business objectives.
• Managing the analysis of customer contact data, deriving insights to influence strategic decisions and business improvements.
• Overseeing the application of WFM and CRM system knowledge to optimise resource allocation and customer relationship management.
• Creating and presenting clear, actionable reports to senior leadership and cross-functional teams.
• Encouraging exploratory data analysis, identifying trends, uncovering insights, and fostering innovation in customer contact strategies.
• Making data-backed decisions while managing multiple projects and deadlines, supporting the team under pressure.
• Collaborating with senior leaders and teams to align data insights with business priorities and objectives.
• Maintaining attention to detail in data reporting, ensuring accuracy, consistency and reliability.
• Communicating complex data insights effectively, ensuring all stakeholders are informed and engaged.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology, Management, and Analyst

Industries

Gambling Facilities and Casinos and Technology, Information and Media