Business & Customer Insights Manager

Department of Position: Sales OperationsReports to: Director, Sales Operations & Technical SupportExisting vacancy: Yes – Open and available immediately Company DescriptionFor over 30 years, Lorex has been creating security systems designed to protect your home and business. Founded and headquartered in Canada, we’ve grown to become leaders in DIY (Do It Yourself) security, offering premium solutions built on innovation, reliability, and expertise that enhance your lifestyle and protect what matters most.Job SummaryThe Business & Customer Insights Manager (DtC & B2B) is a key member of the Lorex Sales Operations Team, reporting to the Director of Sales Operations & Technical Support. The Business Insight Manager will be responsible for identifying, collecting, mapping, managing and analyzing all DtC & B2B business related data points, such as sales, web funnel, operation, SCM, pricing, market trends and customer service KPIs. Also, this position will be responsible for web B2B sales and customer service team data analysis support, P&L data and process management (CMF/3MF/Budget), business strategy development, business SOP management, inventory and sales forecast and market & competitive analysis. The main objective is to mine and connect vast datasets related to all areas of DtC & B2B channels and provide data-driven insights back to the team. The key will be to identify trends of DtC & B2B businesses relative to the market to identify possible opportunities and risks and apply to the sales strategy. This position is also responsible for managing and analyzing end consumer reviews & ratings and its data to understand the Voice of Customer (VoC) to provide actionable insights and feedback to key stakeholders. This involves managing direct relationships with various reviews management platforms and ensuring the reviews syndication is functioning correctly.Duties & Responsibilities: Collect and maintain the data sets from all DtC channels (i.e. eCommerce sites, online marketplaces, B2B, etc.)Assess the effectiveness and accuracy of new data sources as they arise, and provide optimal data gathering techniquesBig data management: manage and own all types of DtC business related data (sales, order, product, web, financials, logistics, inventory, SCM, customer service, marketing, market, pricing, etc.)Responsible for creation, development and maintenance of multi-purpose Power BI dashboards, efficiently using SQL, Power Query, DAX and other Power BI capabilities (managing end-to-end processes from managing and understanding all raw data and their sources, to designing effective visualizations)Assist in developing and managing new data tables & datasets in backend databases by working collaboratively with Leadership, Sales, Operations and IT teamsSummarize and visualize key data points and findings/insight in dashboard for Director of eCommerce sales and operations and senior management teamDevelop and collect all DtC KPIs and provide data-driven insights to the team and stakeholders on key learnings on a weekly, monthly, quarterly, yearly and ad-hoc basis. Purpose is to apply these learnings in tandem with the CPFR process and sales strategy development to analyze opportunities and risksAnalyze product group/SKU level data in comparison to identify market or channel-specific trendsResponsible for building analytics tools/models as needed by functional teams (e.g. supply and demand curve for optimal price point/profit) and developing processes and tools to measure performance and accuracyDrive the SKU level weekly sales forecast for DtC business and the monthly target planning process for all DtC channels by reviewing, validating, and aligning with the team Work with Director of sales operations, product management, marketing and web operation team to ensure new products are launched on plan and schedule and EOL models are discontinued and transitioned on the site Perform inventory status and risk analysis based on the sales trend, sales forecast, inventory arrival schedule, on-hand stock and on-order stock and provide guidance on inventory purchase and sell-in plan to demand analysts on weekly basisManage returned inventory and components, analyze financial implications of the returns, and develop a sales plan for the returned goodsDevelop aging good consumption plans on a regular basisMulti-channel sales and data analysis support (Web B2B, Web DtC, Customer Service)Develop, own and manage the Budget (yearly sales, spending, and operation plan) with the teamUnderstand basic financials and statements and provide insight based on the metricPerform market and competitive research and analysis regularly and provide findings and recommendations back to the teamResponsible for sales & P&L management and reportingResponsible for developing CMF/3MF processes and following a monthly rhythm to report to senior management team.Responsible for understanding the eCommerce sales, margin and profit recognition process and support the team fixing various issues to ensure all sales data is captured in the systemDevelop analytics and reports based on all available data sets for various internal key stakeholders upon requestMake recommendations to management for improvements to various projects, tasks, and objectivesPerforming data collection for consumer reviews and ratings from various platforms (Web, Amazon, Costco, Apps, Google, Trustpilot, etc) to create and maintain dashboards to draw key consumer insights related to VoC and communicate to key stakeholdersIdentify major customer concerns & complaints to develop improvement plans with functional teams and ways to effectively communicate to customersDevelop review generation strategies focusing on key and new SKUs while improving star ratingsRequirements: Knowledge, Skills and Abilities (KSAs) Superior data management, qualitative & quantitative analytical and data visualization capabilities. Expert in data management & visualization tools: (ie. Excel, Access, Power BI, SAS, Tableau, etc.)Strong understanding of data and databases Knowledge and experience in working with SQL Knowledge and experience in working with various AI tools/platformsKnowledge and experience in working with MS Office VBA is an assetStrong analytical and organizational skills and demonstrate the ability to solve complex problems by reviewing related information.Strict attention to details: Excellent written and verbal communication, analytical and strategic thinking skillsExcellent management and control of workflows to produce deliverables within required timeframes and quality standardsStrong interpersonal and partnering skills to facilitate effective working relationshipsSolid understanding of consumer electronics industry and eCommerce business structureDemonstrated ability to juggle multiple projects and set priorities for a team of managers and individual contributorsAbility to work with all levels of the organizationStrong presentation skillsCompetency Profile Proven ability to drive multiple concurrent projects to success.Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and customer experience.Ability to handle all confidential matters professionally; always maintaining the privacy of our clients’ account informationHigh attention to detail and the ability to think strategically and criticallyEducation & Background Experiences Minimum 5 years of relevant experience Bachelor's Degree in Finance, Statistics, Economics, Information Technology or related field Experience in data analysis, data management, and consumer electronics industry preferredExperience in market and competitive researchExperience in supply chain and finance is an asset Minimum 5 years of experience in Microsoft Office Suite softwareVast experience in SQL, VBA and any additional coding skill is an asset.Lorex Technology is offering an attractive base salary and long-term incentive, depending on experience.Lorex welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.Please note that we use AI tools as part of our recruitment process to enhance efficiency and improve candidate experience.