Senior Manager, Digital Insights & Analytics – Client Data & Experience

Amicorp Group; Wes-Kaap; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Amicorp Group is seeking a Senior Manager, Digital Insights & Analytics to align client data with market opportunities, driving growth through data integration, dashboards, predictive models and client experience measurement. You will lead data quality, governance and AI-enabled analytics across marketing, sales and client service.

You will connect CRM, Zoho, client portals and multiple data sources, define data standards, and build enterprise dashboards to inform strategic decisions and

Qualifications

• Bachelor’s degree in Data Science, Analytics, Computer Science, Statistics, Business or a related field.
• 10+ years of experience in data analytics, business intelligence, CRM or client data in financial/services or B2B environments.
• 4+ years leading teams or enterprise-wide data initiatives.
• Proven experience integrating CRM and other client platforms into a single client view.
• Hands-on experience with Zoho applications and at least one other major CRM (Salesforce, Dynamics or HubSpot).
• Strong SQL, data modeling and BI tools skills (Power BI, Tableau or Zoho Analytics).
• Experience with client experience measurement (NPS, CSAT, CEI) and Voice of the Client programs.
• Excellent communication skills, with the ability to explain data clearly to senior, non-technical audiences.

Responsibilities

• Combine client data with market and competitor insight to size opportunities by client segment, service line and jurisdiction.
• Identify under-represented clients and opportunities for new services and investments.
• Support leaders with data-backed opportunity analysis and business cases.
• Define and own client data strategy, data definitions and data flows.
• Build and maintain a single client view from CRM, Zoho, portals and systems.
• Set up matching/de-duplication rules across systems.
• Map client-facing platforms and data connections; create a data integration roadmap.
• Design and oversee integrations between CRM and Zoho apps and other platforms.

Skills

SQL

Data modeling

BI tools

Communication

Education

Bachelor’s degree in Data Science, Analytics, Computer Science, Statistics, Business or related field

Advanced degree (MBA or Master’s) in a relevant field

Tools

Zoho applications

Salesforce

Power BI

Tableau

Job description

Amicorp Group is an independent global provider of corporate management, fiduciary, fund administration and financial markets services. Since 1992, we have helped entrepreneurs, families, investment managers, corporations and financial institutions simplify operations, stay compliant and protect and grow their assets. With offices across multiple jurisdictions worldwide, we combine local expertise with global reach.

The Opportunity

Amicorp’s markets are changing fast. New financial hubs are rising, clients and intermediaries expect digital service, and new opportunities are emerging in areas such as tokenization, fintech alliances and data centers. To capture them, Amicorp needs to know which clients, segments, services and markets offer the most growth, and to act on that insight quickly.

The Senior Manager, Digital Insights & Analytics will provide that insight. You will align Amicorp’s client data with market opportunities to show where to focus, which services to offer to whom, and how to grow, retain and serve clients better. To do this, you will connect the CRM, Zoho applications and other client platforms into a single, trusted view of each client. You will lead Amicorp’s client analytics, from data integration and quality to dashboards, predictive models and client experience measurement, and make data the basis for growth decisions across marketing, the sales offices and client service.

What You’ll Work On

Market Opportunity Insight

• Combine client data with market and competitor insight from the Market Intelligence Lead to size opportunities by client segment, service line and jurisdiction.
• Identify where Amicorp is under-represented, which clients and intermediaries are most likely to need new services (such as tokenization or data center structuring), and where to invest.
• Support the Head of Digital Business Development, the Special Projects Lead and the sales offices with data-backed opportunity analysis and business cases.
• Define and own Amicorp’s client data strategy, including the data model, key definitions (client, prospect, intermediary, account, service line) and how data flows between platforms.
• Build and maintain a single client view that brings together data from the CRM, Zoho applications, client portals, WhatsApp, marketing automation, the websites, events and finance systems.
• Set up the matching and de-duplication rules that link the same client, contact or intermediary across systems.
• Create a roadmap for client data and analytics capabilities, agreed with the Head of Digital Business Development and IT.
• Map every client-facing platform, the data it holds and how it connects to the others.
• Design and oversee integrations between the CRM, Zoho applications (such as Zoho CRM, Desk, Campaigns, Forms or Analytics, depending on what Amicorp uses) and other platforms, working with IT and vendors on APIs, connectors and data pipelines.
• Make sure key events, such as enquiries, event registrations, WhatsApp conversations, portal activity, onboarding steps and invoices, reach the right systems and the client record.
• Work with the Sales Operations & Office Liaison Lead, who administers the CRM and prospecting tools, so integrations support how the sales offices work.
• Work with the Web Development & MarTech Lead on website, tracking and marketing automation data.
• Evaluate and recommend data and integration tools, such as a data warehouse, integration platform or customer data platform, with a clear business case.

Data Quality & Governance

• Set and enforce data quality standards for completeness, accuracy, consistency and timeliness across all client platforms.
• Run regular data quality checks and dashboards, and lead clean-up programs with the offices and system owners.
• Define data ownership, access rights and naming conventions for client data.
• Keep documentation of data sources, definitions and integrations up to date, so others can rely on and reuse them.
• Build the enterprise dashboards that show the full client journey: marketing reach, leads, pipeline, conversion, onboarding, service, revenue and retention.
• Measure marketing and sales performance end to end, including campaign and channel contribution to pipeline and revenue, working with the Senior Marketing Specialist, Digital and the Sales Operations & Office Liaison Lead.
• Provide analysis by client segment, service line, jurisdiction, intermediary and office.
• Answer ad-hoc questions from executives, business line leaders and the sales offices with clear, reliable data.
• Make dashboards self-service where possible, and train users to read and use them.

Advanced Analytics & AI

• Develop models that predict client attrition risk, cross-sell and upsell opportunities, lead quality and client lifetime value.
• Segment clients and intermediaries by behavior, value and needs to support targeting and personalization.
• Use AI to analyze unstructured data, such as WhatsApp conversations, emails, survey comments and service requests, to identify themes and sentiment.
• Apply AI responsibly, with human review, clear documentation and compliance with Amicorp policies.

Client Experience Measurement

• Own the enterprise Client Experience Index (CEI) and the Voice of the Client program, including NPS, CSAT and Customer Effort Score.
• Link client experience scores to the single client view, so feedback can be analyzed by client, service, office and journey stage.
• Connect client experience to business outcomes such as retention, share of wallet, referrals from intermediaries and cost to serve.
• Map key client journeys, such as entity formation, fund launch, trust set-up, onboarding and KYC, and identify friction points using data.

Data Protection & Compliance

• Make sure client data is collected, integrated, stored and used in line with data protection, confidentiality and regulatory requirements in each jurisdiction, including GDPR and AML/KYC rules.
• Work with Compliance, Legal and Information Security on consent, data retention, data residency and access controls.
• Apply privacy-by-design to every integration and analytics project.
• Build and lead a small analytics capability over time, using internal staff, vendors and partners as needed.
• Promote a data-driven culture across marketing, sales offices and client service.
• Report regularly to the Head of Digital Business Development and executive leadership on insights, priorities and the value delivered.

How This Role Fits the Team

• Head of Digital Business Development is this role’s line manager and uses its insights to set digital growth priorities and targets.
• Sales Operations & Office Liaison Lead administers the CRM and prospecting tools and supports the sales offices. This role owns how client data connects across platforms, and the analytics built on it.
• Web Development & MarTech Lead owns the websites, marketing automation, tracking and consent tools. This role uses their data and designs how it links to the client record.
• Senior Marketing Specialist, Digital owns campaign and channel reporting. This role connects that reporting to pipeline, revenue and client outcomes.
• Client Messaging & WhatsApp Lead runs the WhatsApp channel. This role integrates conversation and consent data and analyzes it for insight.
• Market Intelligence Lead covers the external market and competitors. This role covers Amicorp’s own client data. Together they size and prioritize market opportunities.
• Integrated Content Strategist and the Head of Group Marketing use this role’s segments and insights to shape audiences and messaging.
• Global Events Lead shares event data, which this role links to clients and pipeline.
• IT, Compliance and Information Security are key partners for integrations, security and data protection.

Required Qualifications

• Bachelor’s degree in Data Science, Analytics, Computer Science, Statistics, Business or a related field.
• 10+ years of experience in data analytics, business intelligence, CRM or client data, ideally in financial services, professional services or another B2B environment.
• 4+ years leading teams or enterprise-wide data initiatives.
• Proven experience integrating CRM and other client platforms into a single client view.
• Hands-on experience with Zoho applications and at least one other major CRM (such as Salesforce, Microsoft Dynamics or HubSpot).
• Strong skills in SQL, data modeling and BI tools (such as Power BI, Tableau or Zoho Analytics).
• Experience with client experience measurement (NPS, CSAT, CEI) and Voice of the Client programs.
• Excellent communication skills, with the ability to explain data clearly to senior, non-technical audiences.

Preferred Qualifications

• Advanced degree (MBA or Master’s) in a relevant field.
• Experience with data warehouses or customer data platforms (such as Snowflake, BigQuery, Azure Synapse or Segment).
• Experience with Python or R for predictive modeling and machine learning.
• Experience applying AI to text and conversation data.
• Experience in corporate services, fund administration, trust and fiduciary services, private banking or wealth management.
• Understanding of data privacy and regulatory frameworks affecting client data (such as GDPR and AML/KYC requirements).
• Experience in complex, multi-jurisdictional organizations; additional languages are a plus ].

Additional Information

• This is an onsite role based in Cape Town; South Africa it is not a remote opportunity.
• Occasional travel to regional offices may be required.