POSITION SUMMARYA new role within the International Customer Engagement Team, the Manager Customer Insights & Analytics will lead the development and implementation of a comprehensive insights strategy that empowers the organization to make informed, human-centric and data-based decisions.This role is pivotal in extracting actionable insights about customer (Vet Health Teams and Pet Owners) behaviour from complex data sets, ultimately contributing to the achievement of strategic objectives. The position is responsible for setting up the reporting and analytics capabilities in collaboration with the Digital Platforms team and across the wider Insights & Analytics team, enabling key use cases. The position plays a pivotal role shaping the holistic view of the customer that enables personalized customer experience.The role will require strong leadership qualities and the ability to excel in change management, communication, and cross-functional collaboration. The job holder will be the architect of innovative concepts, delivering strategic guidance and final solutions to the business teams.The job holder is comfortable working in a fast-paced environment and can work both independently and collaboratively to execute against tight deadlines. POSITION RESPONSIBILITIES Omnichannel Insights - Strategy and DirectionDevelop and execute a comprehensive omnichannel analytics strategy aligned with Zoetis’s sales and marketing objectivesAnalyze diverse customer data sets from multiple sources (CRM, sales data, website analytics, social media, surveys) to identify trends, behaviours, and opportunities.Develop and implement advanced behavioural customer segmentation models to support development of personalized marketing strategies and to improve customer targeting.Provide actionable insights to enhance customer acquisition, retention, and lifetime value for both veterinary customers and animal owners. Enable development and enhancement of customer journey maps for increased customer satisfactionSupport Omnichannel Marketing Manager to conduct comprehensive customer journey mapping to identify pain points, gaps and opportunities for improving the customer experienceCollaborate with Omnichannel Marketing Manager, Digital Platforms Team and wider Customer Engagement Team to support design of solutions that enhance customer journey and increase customer satisfactionWith the wider Customer Engagement teams collaborate with Category Mangers to develop targeted strategies based on customer segments and support generation of strategy for integrated omnichannel promotion for execution:based on segmentation insights, inform personalized marketing content and channel decisionsProvide insights on optimizing marketing spend allocation across channels to maximize ROIAnalyze customer behavior and preferences to identify meaningful audience segments and recommend channel and content to Omnichannel Marketing ManagerIdentify scalable capabilities and resources for advanced analytics, insights, and automated recommendationsPerformance Measurement, Reporting and InsightsIn close collaboration with wider Insights & Analytics team and Digital Platforms team develop and maintain comprehensive omnichannel reporting dashboards and KPIs.Collect business stakeholder analytics and dashboard requirements to ensure omnichannel customer reporting dashboards and KPIs are meeting stated needsDefine key performance indicators (KPIs) to assess the effectiveness of omnichannel marketing campaigns on customer engagementSupport market teams to identify signals and insights from data trends and reports.Monitor and report on omnichannel engagement metrics to assess campaign performance and customer interactionsAssess the effectiveness of campaigns using key performance indicators (KPIs) and attribution modelsIdentify opportunities for campaign optimization and share insights with Category Managers, Omnichannel Marketing Manager and in-market Marketing teams Provide regular updates with actionable recommendations to cross-functional and executive teams to optimize omnichannel campaign performance above and in marketUtilize advanced analytical techniques and predictive modeling to forecast customer behaviour and business outcomes to develop channel choice recommendations for Omnichannel Marketing Manager and in-market Marketing teams.Identify key drivers of customer satisfaction and loyalty and recommend strategies to leverage these drivers to Category Management, Omnichannel Marketing Manager and in-market Marketing teams.Data ManagementIn collaboration with the wider Insights & Analytics team and the data quality manager to identify internal and external commercial data sources. Identify and evaluate third party data sources to identify the most appropriate data required to support and inform commercial business decisions.Provide input in establishment of quality standards for data collected internally and externallyORGANIZATIONAL RELATIONSHIPSCentre of Excellence (CoE) Customer Engagement Teams, Category Managers and other CoE teamsCluster Vice Presidents and Commercial Operations colleagues in InternationalLocal Market Digital & Marketing colleaguesGlobal Corporate Communications and Branding teamsGlobal CX teamAnalytics & Research TeamsZTD and Data ScientistsLegal & RegulatoryCounterpart in US organisationExternal:Media AgenciesCreative AgenciesSpecialist digital partnersMedia Owners e.g. Google, Facebook etc.RESOURCES MANAGED Supervision• Sr. Mgr: Managing self• Member of CoE • Possible travel in country and abroadEDUCATION AND EXPERIENCE Minimum of 7 years’ International commercial or digital experience, ideally in a regulated industryProficient in customer analytics and digital media with a working knowledge of paid media campaign activation and campaign managementExperience measuring, mining, and generating insights from customer engagement data within all digital & traditional channels, including sell-in and sell-out, CRM Data, website, paid media, social media, Salesforce Marketing Cloud, Sales representative channel data, e-learning and other data sets.Experience and knowledge of advanced Statistical models and methods, and Statistical Design of ExperimentsDeep expertise in at least one statistical analysis platform such as RStrong Google Analytics experienceEconometrics/marketing mix modelling project management experience and ideally delivery/implementation experiencePrevious experience in SQL, GA, GTM, Power BIProficiency in data analytics tools and software, as well as a strong command of data visualization tools to present findings effectively.TECHNICAL SKILLS REQUIREMENTSLeadership skills ability to influences, motivate, identify opportunities for growthOutstanding communicator internally and externallyCapable of translating complex concepts into simple and actionable narrativesCustomer centricity with a strong service orientation, champions a customer focused environmentProven to produce outstanding results as a leader of teams/projectsAbility to organise and prioritise multiple projects in a fast-paced, dynamic environmentAbility to oversee complex, cross-regional projects that require input from internal and external stakeholdersStrong knowledge and expertise in digital marketing disciplines; media management, digital customer experience brand and marketing planningStrong networking skills, builds successful and effective relationshipsStrong project and process management skills with exceptional attention to detailExcellent English language communication skills - both written and verbal (other languages a plus).PHYSICAL POSITION REQUIREMENTS The role is Dublin office based and the successful candidate will be required to be office based 2/3 days a week. Zoetis supports a hybrid work environment.Full timeRegularColleagueAny unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.