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12 days old

Service Retention Analyst

Kelly Services
Franklin, TN 37067
**Title:** Service Retention Analyst


**Pay Rate:** $31.81/hr.


**Location:** Franklin, TN


**Duration:** Long-Term Temp, No End Date


The retention analyst is a newly created position within Aftersales. This key role will provide support to Service Retention management team through data analytics and reporting. The reports and presentations prepared by this role will help answer business questions for internal stakeholders focused on retention, defection, revenue, customer satisfaction, customer growth, and customer behavior. Works in conjunction with Manager, Service Retention to support performance analysis, trending, insights, and reporting for service marketing and aftersales programs.


**Duties**


+ Service retention objective setting, forecasting, and tracking

+ Analyze and identify trends or anomalies, develop findings into reports and present findings in either Excel or PowerPoint

+ Monitor national and regional retention performance and trending against plan

+ Work with Service Marketing and Retention Managers to adjust strategy and tactics as needed to meet business goals and KPIs

+ Collaborate with Service Marketing agency to ensure data collection intent and accuracy

+ Coordinate ad hoc reporting requests with vendor partner

+ Leverage and analyze data from different sources to uncover impact to retention such as defection, churn in, disposals, customer satisfaction, and loyalty

+ Attend weekly status meeting with internal and external data management providers and Service Retention agency partner

+ As necessary, perform other related duties as requested by the Manager, Service Retention and Analytics


**Job Knowledge and Skill:**


+ Able to maintain a high level of confidentiality.

+ Strong knowledge and in-depth experience in data management, data analytics, and database solutions. Demonstrated expertise in problem-solving business and technical issues.

+ Strong self-management, project management, and organizational skills.

+ Excellent interpersonal communication skills.

+ Clear, concise, and persuasive in written and oral communications.

+ Ability to think strategically and to operate independently, execute projects, and streamline work efforts.

+ Possesses the desire to work in a fast-paced team atmosphere.

+ Ability to absorb and objectively understand new materials. Results driven even in the face of resistance or setbacks.

+ A broad understanding of the automotive industry.


**Experience:**


+ 0-3 years of professional experience managing highly complex and diverse projects that include business analyses and data management, preferably in an automotive OEM corporate environment.

+ Solid business and financial acumen.

+ Strong analytical skills and ability to work with large amounts of data


**Supervisory Experience:**


+ None Required.


**Education:**


+ Bachelors degree in a related business discipline.


**Computer Skills:**


+ Advanced knowledge of statistical analysis tools, database management software, web applications, other PC applications, or mainframe applications to create analysis and program management solutions.

+ Proficiency in Microsoft Office Suite 2016.

+ Microsoft office products; advanced Excel and PowerPoint.

+ Intermediate Tableau or related Business Intelligence Tool experience preferred.

+ Tableau, Business Objects, SQL technical skills highly preferred


**PLEASE NOTE:** This position is not being handled by the local branch. If you or someone you know are interested, please reply to this posting or email updated resume to Brianna.Metzler@Kellyservices.com


**Why Kelly** **** **?**


Youre looking to keep your career moving onward and upward, and were here to help you do just that. Our financial staffing experts will connect you with premier companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in in your career. It all adds up.


**About Kelly** ****


At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.


Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.

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Posted: 2021-10-04 Expires: 2021-11-06

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Service Retention Analyst

Kelly Services
Franklin, TN 37067

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