Data Analytics Manager

Job Description

Job Description
We're looking for a strategic and results-oriented Data Analytics Manager to lead insights and decision support within our CRC (Customer Relationship Center) Analytics team. This role is ideal for someone with a strong background in data analysis, business intelligence, and stakeholder management-who is confident using data to influence outcomes.
As the Analytics Manager, you will lead initiatives to understand how player support experiences impact broader player behaviors-such as game engagement, retention, and purchasing. You'll translate complex data into actionable insights using tools like SQL, Excel, and business intelligence platforms, while guiding a team of analysts and working closely with cross-functional stakeholders.

Key Responsibilities
• Lead Data-Driven Insight Generation: Use advanced querying, dashboards, and reporting to uncover trends and inform decision-making around player support and customer experience.
• Stakeholder Collaboration: Partner with business, operations, and leadership teams to align analytics initiatives with organizational priorities and to guide decision-making through data.
• Team Leadership & Mentoring: Support a team of analysts, encouraging development, fostering best practices, and aligning analytics output to business impact.
• Improve Reporting Infrastructure: Enhance and standardize dashboards and reports using BI tools like Tableau, Power BI, or Looker to ensure clarity, accessibility, and relevance.
• Ensure Data Quality & Accessibility: Work with data engineering and operations teams to maintain data accuracy, documentation, and governance standards.
• Champion Data Literacy: Help stakeholders interpret results, understand key metrics, and make confident, data-informed decisions.
Qualifications

Required Qualifications & Skills
• Bachelor's degree in a relevant field (e.g., Business Analytics, Statistics, Economics, Management Information Systems), or equivalent experience.
• Strong proficiency in SQL and experience working with relational databases or cloud data platforms.
• Hands-on experience with BI tools such as Tableau, Power BI, Looker, or similar.
• Advanced Excel skills including pivot tables, charts, and statistical functions.
• Proven experience using data to solve business problems and influence stakeholders at different levels.
• Excellent communication and storytelling skills; able to present complex findings in a clear and actionable way.
• Demonstrated experience managing or mentoring analysts or cross-functional teams.
• Strong analytical mindset with a focus on accuracy, detail, and continuous improvement.
Preferred Qualifications
• Experience with CRM platforms like Salesforce or Zendesk and understanding of support operations data.
• Exposure to statistical or predictive modeling techniques (even if conducted by others).
• Experience coordinating with technical teams (data engineers, data scientists) to define requirements or interpret results.
• Interest in or knowledge of the video game or entertainment industry is a plus.

Jobcode: Reference SBJ-mkk5w2-18-97-14-91-42 in your application.