Marketing Analyst (Electric Sales & Mkgt)

Collects data and provides support in the preparation of strategic or tactical marketing initiatives. Provides analytical input and recommendations with regard to existing and/or potential product/ service markets, established and potential customers and/or competitors. May provide economic analyses, assist in the preparation of sales forecasts, and/or assist in the tracking of sales performance versus objectives. May be responsible for managing external vendor relationships to ensure effective program results and meet performance metrics.

• Gathers data, performs statistical and numerical analysis to understand customer needs, identify revenue generation opportunities and support marketing and improvement plans
• Analyzes, documents, and maintains files of customer, project and campaign information including goals and results
• Accesses customer systems to produce reports to support principal level employees and leaders.
• Completes projects as assigned by principal level employees and leaders.
• Provides guidance, expertise and participates in the training of internal and external (vendor) staff.
• Uses continuous improvement tools to identify defects and improve processes
• Prepares internal and external presentations
• May design, develop and/or implement and manage marketing programs and/or strategies to support a particular product, service and/or market sector.
• Works closely with technical teams and/or vendors to develop marketing strategies and programs. Leverages customer databases in the process.
• In addition, Marketing Analyst- Vendor Services Consultant:
  • Oversees Call Center operations (monitors, trains internal and external call center personnel, provides feedback, coaches, etc.)
  • Responsible for the development of inbound call forecast and tracking call statistics
  • Provides guidance, expertise and participates in the training of internal and external vendor staff
  • May require FERC gas training

• Bachelor's degree in Business, (or a business-related discipline), Economics, Marketing, Engineering, or a related discipline and 3+ years of relevant work experience in data analysis, market research, market/business planning, project/program management/forecasting.
• Marketing Analyst - Vendor Services Consultant: 3+ years of experience in data analysis, market research, market/business planning, project/program management/forecasting, call center operations and HPP programs and services.

• Analytical and problem solving skills consistent with the ability to identify key issues from a broad range of alternatives, and recommend optimal solutions for various situations.
• Effective verbal and written communication skills, including individuals at all levels, inside and outside the Company.
• Proficiency in the following software applications sufficient to apply/support them with minimal instruction or guidance: Microsoft Office Suite (Word, Excel and PowerPoint). This level of proficiency is typically attainable through 3+ year(s) of substantive experience with these applications.
• Flexibility and the ability to work with shifting priorities; embrace new/evolving responsibilities.
• Initiates new ideas and approaches; challenges prevailing practices and approaches with reasonably sound alternatives.
• Knowledge and experience in continuous improvement processes, with a focus on customer satisfaction
• 3+ years of experience in customer service training or coaching roles, preferably in a call center or service-oriented environment

Preferred Experience

• Proven ability to conduct effective one-on-one coaching sessions that drive performance improvement and employee engagement.
• Strong understanding of customer service best practices and quality standards, with the ability to implement and maintain them across teams.
• Experience creating, refining, and implementing call scripts or customer interaction guidelines to ensure consistency and excellence in service delivery.
• Exceptional communication and interpersonal skills, with a demonstrated ability to motivate and inspire team members.
• Demonstrated emotional intelligence and empathy, with the ability to support and guide reps through challenges and growth opportunities.
• Working knowledge of quality assurance tools and performance metrics used in customer service environments.
• Ability to tailor coaching styles to individual learning needs, fostering a positive and inclusive development environment.
• Experience delivering training programs or workshops, both in-person and virtually.

Incumbents may engage in all or some combination of the activities and accountabilities, and utilize a variety of the competencies cited in this description depending upon the organization and role to which they are assigned. This description is intended to describe the general nature and level of work performed by incumbents in this job. It is not intended as an all-inclusive list of accountabilities or responsibilities, nor is it intended to limit the rights of supervisors or management representatives to assign, direct and control the work of employees under their supervision.