Customer Policy & Program Analyst

Fluidra's seeking a Customer Policy & Program Analyst to join our team at our West Coast office in Carlsbad, CA.

WHAT YOU WILL CONTRIBUTE

The primary duty for this position is to pull customer data from a variety of platforms, understand the data, and report findings regularly to accurately project the Voice of the Customer to Managers, Directors, and other stake holders. Our current VOC programs include Online Reputation Management, Trade Series Enforcement, Net Promoter Score, Ad Hoc Surveys and NLP of phone call data for product insights. A basic understanding of how these programs impact business outcomes and our customer experience is necessary. You must have a passion for data and a curiosity to perform multiple queries in the pursuit of a better CX. Clear and unbiased communication skills are a must!

This position requires an understanding of our two-step distribution business model, with a passion for improving the Customer Experience in our B2B2C environment. Concepts like Customer Effort Score and Lifetime Value of Customer will be developed over time to deepen the value of the analytics produced.

You will also be responsible for researching and identifying customers violating Fluidra's sales policies, including Trade Series Enforcement (TSE), Counterfeit Parts, and Minimum Advertised Price (MAP). You will work cross-functionally with other departments, including sales and legal to make sure these violations are addressed. Additionally, you will:

• Utilize Salesforce for list pulling and data field analysis.
• Utilizing multiple third-party software to build dashboards; Qualtrics and BirdEye
• Quarterly Reporting to Product Managers on ORM product performance and product trends.
• Perform data queries in our phone call analytics tool. Report on your findings to the appropriate departments.
• Utilize a third-party web scanning tool, Hub Vision, to facilitate the review of over 400+ Trade Series products, ensure that applicable tracking sheets are up to date. In addition, ensure that contacts and address information is maintained and updated accordingly.
• Manage relationship with Hub Vision Vendor and BirdEye vendor to make sure our use of the tools evolves. Meet with them regularly.
• Responsible for reporting and communication of MAP violations to internal team, and customers directly.
• Advocate Fluidra's reputation and brand image, through customer education on customer selling policies.
• Lead the organizing of data to management to determine actions to be taken.
• Work with Legal and Marketing as necessary to update documents yearly.
• Conduct in-depth internet searches to identify companies violating policy.
• Lead and create the weekly management enforcement meetings.
• Support CX Program Manager in other VOC programs.
• Assist with MAP reporting when necessary.
• Work with Marketing team regarding counterfeit/knock-off parts. Responsible for purchasing parts, organizing documentation, and submitting to Engineering for analysis.

WHAT WE SEEK

• 1+ years' experience in an analytics role.
• 2+ years' experience working within a Customer Service environment.
• Working knowledge of Google Sheets and One Drive.
• Intermediate level Excel skills, including VLOOKUP's, and pivot tables.
• Some experience building dashboards for stakeholders.
• Must be able to work with minimal supervision in a fast-paced environment and have the ability to multi-task.
• Polished communication skills and the ability to proactively identify potential issues and communicate them to the organization.
• Experience working within a Customer Service, Sales and/or Marketing environment.
• Knowledge of Salesforce a plus.
• Knowledge of Oracle a plus.
• Presentation and speaking skills a plus.

EDUCATION

• College degree or equivalent certification required.

WHAT WE OFFER

An exciting opportunity to dive in and begin your career with a company that offers a competitive total rewards package that includes:

• 9/80 work week schedule (EVERY OTHER FRIDAY OFF!) with subsequent Fridays WFH
• 2 weeks of paid vacation
• 11 paid Holidays
• Full range of health benefits including medical, dental & vision, short & long-term disability
• 401(K) matching (100% of first 3% contributed, 50% of the next 2%)
• Health and wellness programs / gym reimbursement
• Educational assistance up to $7,000 per year
• On-site self-service cafe / free gourmet coffee stations
• Company sponsored FUN events!
• On-site gym, ping-pong, foosball, outdoor bocce ball court, BBQ & firepit
• Generous product discounts

WHO WE ARE

Fluidra is a publicly listed company focused on developing innovative products, services and IoT solutions for the residential, commercial and wellness pool markets, globally. The company operates in over 45 countries, has over 7,000 employees and owns a portfolio of some of the industry's most recognized and trusted brands: Polaris, Jandy, CMP, S.R. Smith, and Zodiac. We also sell products under the CoverPools, iAquaLink, Grand Effects , Dell and Nature2 names. With these combined resources we're able accelerate innovation in critical areas like energy-efficiency, robotics and the Internet of Things.

Our focus is on creating the perfect pool and wellness experience responsibly. We take our mission to heart, and our employees embody these guiding principles in everything we do:passion for success,honesty & trust, customer collaboration,teamworkand inclusion,learn and adapt,excellence and innovation.

Don't meet every single requirement listed? At Fluidra, we thrive on building an inclusive workspace, so if you are excited about this role and your past experience doesn't align perfectly, we encourage you to apply anyways! You may be just the right candidate for this role or another role in the organization. Fluidra is proud to be an equal opportunity employer. Fluidra recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, or any legally protected characteristic.

The expectedhourly rate range is 26.00 - 34.00/ hour.Fluidraoffers a comprehensive total rewards / benefits program that includes basesalary, annual bonus based on performance of individual and company objectives, competitive 401K matching,paidvacation and sick time, full range of health benefits, educational assistance, etc. The actualsalaryoffer will carefully consider a wide range of factors, including skills, qualifications,experienceand location. Your recruiter will provide additional details on ourcompensationand total rewards program.

Employment Type: F - Full Time