Data Analyst and Customer Retention Specialist
Location: Dublin

Airtricity is Ireland’s fastest-growing, greenest and largest independent energy provider, supplying over half a million domestic and commercial gas, electricity and home energy services customers.

At Airtricity we believe in energy made better. Airtricity is officially recognised as Ireland’s leading greener energy supplier winning the prestigious Green Energy Award in 2011 for the third year running. Almost one quarter (24%) of the electricity Airtricity supplies to its entire customer base is generated from renewable sources – twice that of its nearest commercial competitor and twice that of the total amount of renewables generated on an All Island basis. The generation of the electricity supplied to all Airtricity customers results in 31% less CO2 emissions per MWh than the energy supplied to the average customer on the island of Ireland.

Airtricity is powered by SSE with renewable energy from the largest wind generation portfolio on the island of Ireland. Over 500MW of renewable energy from 26 wind farms powers Airtricity’s greener electricity supply – including power from Ireland’s largest wind farm, the 84MW Meentycat Wind Farm in Co. Donegal.

Airtricity is a wholly-owned division of the Top 40 FTSE listed SSE plc, the broadest-based energy provider in Ireland and the UK supplying electricity, gas and home services to around 10 million homes and businesses.

Role:

This role will lead activities to increase retention, customer loyalty, revenue and lifetime value while also reducing the cost of retaining and serving customers. The successful candidate will use customer data and behaviour to focus on making decisions on customer retention more targeted and effective while improving the quality of the customer interactions.

Activities:

• Develop comprehensive understanding of customer profiles and segments and leverage insights to create plans to increase retention and customer lifecycle
• Create and implement analysis and models which improve business efficiency and lead to effective business decision making, including the development of key retention and information reports to support management
• Review customer data for trends and patterns to understand customer behaviours and attitudes to identify actionable insights to improve retention, maximise lifetime value, drive down cost to serve and operational costs for customer retention
• Utilise analytics and insights to identify “at risk” behaviour; develop triggers and alerts and appropriate recovery activities and programs
• Ensure that business and process changes, initiatives, campaigns and products perform as expected and identify the causes of any adverse trends
• Measure and evaluate the effectiveness of marketing campaigns (online and offline) and initiatives in terms of responsiveness and cost effectiveness
• Use web analysis tools and data to understand what features, functionality and content resonate with users and which don’t
• Build successful relationships with colleagues and counterparts in the Finance, Operations, IT Architecture and Group BI teams

Required Experience:

• A blend of business, analytics and technical skills with strong project management, customer segmentation and analytical experience
• A proven record of analysis and reporting on customer and sales data and translating it into business actions and process improvements
• 3-4 years experience working in a data analysis / MIS / modelling role within customer retention and/or a customer experience role
• Experience to include SQL query, MS Access, Cognas and Google Analytics, or similar
• Strong knowledge of advanced Excel functions

Required Skills:

• Strong numerate, analytical and problem solving skills – both conceptually and analytically, with an ability to communicate findings to a non-expert audience
• Efficient at multi-tasking, organised, adaptable and capable of working on your own initiative and with a strong customer driven focus
• A proven ability to work independently and collaboratively, with strong interpersonal and relationship building skills in order to manage relationships with internal and group stakeholders

Interested applicants; please forward CV and Cover Letter quoting reference AIR/12/MKTG/01 to careers@airtricity.com.  Closing date for receipt of applications is Friday, 03rd February 2012.