ABOUT GLOBUS FAMILY OF BRANDS

Globus family of brands provides the best in vacations for a wide variety of travel styles, goals, and budgets. Spanning over 450 vacations across more than 70 countries. With 90+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes, and countless joy-filled memories across the globe.

Generous benefit package including travel benefits and retirement

THE DEPARTMENT

Customer Care’s mission is maximizing passenger volume via Travel Advisors and re-sellers through multiple sales channels; retail travel sellers (primary channel), group sales, and e-sales. The Customer Care division includes all business units that interact directly with the customer’s travel agent to sell GVI products, answer inquiries, and resolve problems. The departments under Customer Care are Reservation Sales & Service, Team Support & Tools, Groups, Learning & Development and Guest Resolution.

THE ROLE

The role of a Customer Care Data Analyst is to monitor and maintain database integrity, report sales data, study trends, and perform analysis to deliver information that aids the company in developing sales. This role will also help identify and propose solutions that will help mitigate and/or eliminate customer pain points that drive contacts into our business, while enhancing the customer experience. This role will assist with the creation and management of all incentive plans for all teams within Customer Care as well as collaborate with partner teams: Customer Sales & Service and Marketing.

THE POSITION

Customer Care Data Analyst is responsible for the following results:

· Providing actionable data analysis regarding sales trends, promotional impacts, sales strategies, and customer retention, acquisition, insight, segmentation and profiling

· Developing, preparing, and distributing standard and ad hoc reports, weekly, monthly, quarterly and yearly, to assist in the monitoring, measurement, and management of sales

· Preparing and publishing monthly sales forecasts/key performance indicators

· Using modeling and analysis techniques as a means to conduct deeper analysis of complex data and illustrate findings

· Expressing ideas for process improvements to improve CC associate performance, increase flexibility, reduce administrative costs, increase interactivity with customers and decreasing touch points.

· Demonstrating advanced proficiency with a variety of software applications (e.g. Siebel, CyberQuery, CMS, Excel, Sharepoint, Microsoft Dynamics) to effectively perform functions of this role

· Help manage various incentive plans for Customer Care teams

· Contributing to a team effort by accomplishing related results or projects

EDUCATION

The preferred candidate will hold a Bachelor’s degree in a related field; or 3-5 years related experience and/or training; or equivalent combination of education and experience.

EXPERIENCE PREFERRED

The preferred candidate has noteworthy experience in the following areas:

· Data analysis

· Technical and functional expertise on the in-house systems, department processes, and procedures

· Microsoft Office, especially Excel, Word, and Access

· Software proficiency with Business Objects, SQL, Siebel, Oracle Discoverer, Monarch, Internet, TIP, GVI Enterprise

· Basic sales and marketing principles

EOE

While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports.

Job Type: Full-time

Pay: $52,000.00 - $63,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid holidays
• Paid sick time
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Data analysis skills: 3 years (Required)
• Microsoft Access: 3 years (Required)
• Microsoft Excel: 3 years (Preferred)
• SAP BusinessObjects: 3 years (Required)
• Call center analytics: 3 years (Required)

Work Location: Remote

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