Customer Journey Analytics Manager

Airgas; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading supplier of industrial products is seeking a Customer Journey Analytics Manager in Radnor, PA. The role involves leveraging data analytics to enhance customer experiences, leading a team of analysts, and collaborating with various departments to inform strategies that improve customer engagement and retention. Candidates should have at least 5 years of experience in analytics and strong skills in tools like Adobe Analytics and Power BI.

Benefits

Competitive compensation

Comprehensive benefits package

401k plan with company matching

Tuition reimbursement

Paid time off for parental leave

Qualifications

• Strong analytic curiosity and innovative problem-solving skills.
• 5+ years of proven experience in an analytics role.
• Experience in mapping the customer journey.
• Ability to manage projects from concept to execution.

Responsibilities

• Enhance customer experience using data analytics.
• Lead and mentor a team of analysts.
• Identify key touchpoints in the customer journey.
• Collaborate with various teams to boost engagement.

Skills

Analytical skills

Data-driven decision making

Project management

Communication skills

Education

Bachelor’s degree or higher in Business, Data Analytics, or equivalent

Tools

Power BI

Adobe Analytics

Data Studio

Job description

Overview

Customer Journey Analytics Manager (Open) – Radnor, PA (Airgas HO) – Management

Location: Radnor, PA. How will you CONTRIBUTE and GROW? At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

Airgas is Hiring for a Customer Journey Analytics Manager in Radnor, PA!

We are looking for you !

Recruiter: Roseanne Khachikyan / [e-mail] / 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
• Understand, map, and optimize 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

Benefits

We care about and support all Airgas associates. This includes a competitive compensation and a comprehensive benefits package with medical, dental, and vision plans, vacation, sick time, floating holidays, and paid holidays for full-time employees.

Airgas offers a progressive parental leave package for eligible employees, generous paid time off for the birth or placement of children, a 401k plan with company matching, tuition reimbursement, discounted college tuition for employees’ dependents, and an Airgas Scholarship Program.

Your Differences Enhance Our Performance

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

We welcome and consider applications from all qualified applicants, regardless of race, gender, sexual orientation, religion, disability or any other protected characteristic. We believe diversity fosters innovation and helps us achieve success.

About Airgas

Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, hardgoods and related products, as well as safety products, ammonia products and process chemicals. With 18,000 associates, Airgas emphasizes safety, customer success, sustainability and innovation. Airgas is a subsidiary of Air Liquide, present in 60 countries with approximately 66,500 employees, serving more than 4 million customers and patients.

Join us for a stimulating experience: At Airgas, you matter and so does the work you do. You’ll find a welcoming workplace where you’re valued and can grow your career.

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 [e-mail].

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