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Productivity Improvement Analyst

Employer
Burberry
Location
London, United Kingdom
Closing date
20 Jan 2022

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Function
Marketing
Level
Manager

Job Details

INTRODUCTION

Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible ; this mindset is core to our business and key to our long-term success.

JOB PURPOSE

Reporting into the Customer Service Senior Manager, Productivity, the Productivity Improvement Analyst will assist with delivering a global reporting solution, ensuring appropriate reporting, data & MI is provided to our Global Customer Service teams.

Co-owning the Management Information strategy; ensuring daily, weekly & monthly reports are not only produced and issued in a timely manner but also enhanced to keep ahead of the fast pace of the Company to assist the delivery of continuously improved performance within the Global Contact Centre network.

RESPONSIBILITIES

  • Produce daily, weekly, monthly & ad-hoc reporting using Excel and issue to the Global Customer Service Contact Centres.
  • Assume responsibility for MI reporting & analysis including Operational Performance both regionally & globally, Productivity Reporting & Customer Service Financial Reporting.
  • Data modelling, requirements gathering, gap analysis, & developing strategies for business intelligence solutions.
  • Utilise large volume of internal & external data sources in model development & data analysis.
  • Identify opportunities to improve efficiency, productivity & reduce costs through detailed data & business analysis, conducting root cause analysis where necessary and adding value to the business.
  • Partner with the Global Contact Centre Management Teams to identify MI needs and ultimately deliver solutions.
  • Be fully conversant with IT Technologies (New Voice Media, SAP C4C), Infrastructure & manual systems used in Customer Service.
  • Assist with strategic, tactical & operational changes & solutions including process, systems & structure using project management methodologies.
  • Working with people at all levels, good stakeholder management, communicate effectively and build relationships with colleagues in the Global Contact Centres' & Management Teams and the Customer Service Operations Teams.
  • Involvement and contribution to team meetings.
  • Be available to work flexibly, including evenings, weekends and assignments overseas, as required.
  • Actively lead and/or contribute to projects and initiatives as required by the business.


PERSONAL PROFILE

  • Excel knowledge to Intermediate / Expert level
  • Ability to communicate complex issues and statistics to a diverse audience
  • Proactive with the ability to resolve problems by showing initiative
  • Strategic thinker.........
  • Highly motivated and flexible to deal with constantly changing demands within Burberry
  • Strong analytical ability with data retrieval and manipulation
  • Able to dive deep whilst seeing the big picture (e.g. identify metrics driven priorities)
  • Awareness & appreciation of customer requirements & expectations in the Luxury sector
  • A team player and collaborator
  • Calm, robust and confident
  • Organised and able to multi-task
  • A strong sense of task / project ownership, through to resolution
  • A keen interest in fashion and/or design
  • Strong influencing skills, comfortable working with people at multiple levels (including external/internal suppliers) and able to display discretion, when required


FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

#LI-NW1

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