SeniorFull TimeEN
At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!
What We Do…
We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.
We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.
And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.
About the Senior Commercial Insights Analyst role...
The Senior Commercial Insights Analyst will optimise customer experiences through data-driven insights, cross-functional collaboration, and strategic project management. This role combines customer empathy with analytical rigour to drive meaningful improvements across the customer journey.
What you'll do...
Data Analysis & Insight Generation
Partner with our BI and analytics teams to scope, prioritise and obtain the data analysis needed to answer critical CS business questions
Analyse customer data to identify trends, patterns and actionable insights related to retention, churn, expansion and customer health
Conduct cohort and segmentation analysis to understand customer behaviour across product tiers, regions and customer segments
Design experiments to test hypotheses including project design, delivery and measurement
Support team leaders to develop reporting on pipeline performance and team productivity metrics
Translate complex data findings into clear, actionable recommendations for CS leadership and teams
Monitor and report on key CS metrics including MRR/ARR retention, churn rates, customer health scores and expansion metrics
Stakeholder Engagement & Reporting
Build and maintain executive reporting and regular reporting cadences for CS leadership
Present insights and recommendations to senior leaders in clear, compelling formats
Work closely with CS leaders to understand business needs and translate these into data requirements for our analytics teams
Create presentation materials that effectively communicate data stories to both technical and non-technical audiences
Project Leadership & Measurement
Lead strategic projects from inception to completion, including defining success metrics and measurement frameworks
Design and implement measurement approaches for CS initiatives and programs
Track and report on the impact and ROI of retention programs and customer success investments
Identify opportunities for process improvements based on data insights
Collaborate across teams (Sales, Product, Support) to gather data and drive cross-functional initiatives
What you'll have...
Proven ability to translate data into actionable business insights
Excellent Presentation Skills. Experience in presenting insights and recommendations to senior leaders.
Someone with Strategical & inquisitive Mindset
Ability to drive strategic outcomes independently based on your Analysis & Observations
Experience with customer analytics, journey mapping, and user experience optimisation
Strong project management skills with ability to coordinate cross-functional initiatives
Preferred exposure in customer research methodologies and voice-of-customer programmes
Advanced proficiency in Excel and Salesforce; SQL experience preferred
Our Perks & Benefits…
- Hybrid working model (in-office & from home)
- Mental health and well-being initiatives
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement
Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.
When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.
