Lead Analyst Customer Loyalty Operations

About the role

The Lead Analyst, Customer Loyalty Operations supports the analytical needs of the organization specifically through the delivery of a modern and seamless customer experience focused on fulfilling Digital Loyalty Reward for Performance programs including contracting and offerings deployment. This analyst will play a key role in understanding and enhancing the customer journey to partnership status.

Responsibilities

• Leverage advanced analytics and strong knowledge of the loyalty landscape to ensure accurate rosters and compliant customer rebate payments.
• Develop and own loyalty sales tools, incorporating stakeholder feedback.
• Manage 4 contractors ensuring loyalty and rebate payments are calculated and paid on time.
• Resolve escalated tickets in the Sales Inquiry system.
• Execute ACUVUE® loyalty programs, managing $923MM+ in annual sales and $90MM+ in rebate payments.
• Ensure 100% accuracy of data flowing from the Customer Loyalty Operations team and develop quality control processes.

Qualifications

• A minimum of bachelor’s degree in Mathematics, Computer Science, or related field, with an advanced degree preferred.
• 4+ years of technical expertise and hands-on experience with tools such as Data visualization tools, Enterprise-wide information systems, Data mining and analysis.
• Problem-solving and effective engagement skills with partners to resolve data integrity, payment compliance, data access, and analysis issues.
• Strong project management skills, including the ability to multi-task in a fast-paced environment.
• Prior experience leading others, influencing, negotiating, and communicating with both internal and external stakeholders.
• Experience in Sales & Marketing, Commercial Operations, and medical device industry is highly preferred.

Benefits

This position is based in Jacksonville, FL, hybrid, 3-days in office and will require 15%-25% travel.

Pay

Negotiable based on experience and qualifications.

Schedule

Hybrid schedule with 3 days in-office per week.

Skills

• Analytical Reasoning
• Business Behavior
• Coaching
• Collaborative Selling
• Communication
• Competitive Landscape Analysis
• Customer Analytics
• Customer Centricity
• Customer Relationship Management (CRM)
• Data Savvy
• Digital Sales
• Market Research
• Operations Management
• Problem Solving
• Sales Enablement
• Sales Support
• Stakeholder Engagement