Manager, Customer Analytics

The Royal Conservatory - Toronto, ON (30+ days ago)

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Job Description:
The Royal Conservatory (RCM) is one of the largest and most respected music education institutions in the world, providing the definitive standard of excellence in curriculum design, assessment, and teacher certification. Graduates of its two performance training programs, The Glenn Gould School and The Phil and Eli Taylor Performance Academy for Young Artists, regularly perform on major international stages. The RCM is also a leader in the development of early childhood education programs and arts-based social programs, and presents a diverse range of concerts featuring the finest Canadian and international artists in its magnificent performance space, Koerner Hall. Please visit for more information.


Reporting to the Director, Digital Marketing & Creative Services, the Manager, Customer Analytics will collect, synthesize, organize, and analyze data and information from relevant corporate and external data sources to actively support and inform marketing strategies and corporate initiatives. This individual has experience and a passion for using data and analytics to uncover actionable insights and drive results.

Business Analysis and Insights

Develop recommendations and test plans to optimize campaigns (email, online/digital) including audience targeting, product and offer recommendations, performance analysis and insight/recommendation development, etc.

Interpretation of existing customer/transactional data to extract insights that lead to marketing and sales opportunities

Analyze customer and campaign performance trends, and effectively present the key findings to business partners

Lead CRM and customer analysis efforts and deepen customer engagement/insights, increasing the relevance of the RCM

Help develop CRM initiatives that leverage knowledge of customer lifecyle to retain, stimulate and acquire new customers

Business modelling and predictive analytics supporting marketing and specific corporate strategies to determine the efficient allocation of resources

Working with marketing colleagues, develop KPIs for various campaigns and monitor ongoing to track progress and recommend optimization strategies

Google Analytics implementation: Set-up of code, views, goals, events, filters, etc.

Set-up of Google Tag Manager containers with basic and custom tags, triggers and variables

Troubleshooting of existing web tracking

Use a variety of software tools, such as spreadsheets, databases, reporting/analytical software, and graphics packages to assemble, manipulate, and format data and reports

Post-mortem analysis including ROI evaluation of major marketing campaigns

Consumer insight research projects and analytics in support of strategies that improve customer experience and optimize servicing costs

University degree in business and/or analytics, preferably an MBA or Masters in Analytics

5-10 years’ job experience in analytics and analysis within a digital marketing environment

Significant experience in customer insights surveys, research, and analysis

Solid experience in business process analysis and business operations

Experience working with an email marketing automation system and ecommerce

Demonstrated strength in analytical, math and/or statistics skills, naturally curious

Highly collaborative, with strong interpersonal and communication skills (written and verbal)

Strong presentation skills – both creation and presentation

Ability to thrive in a fast-paced, constantly evolving, deadline-focused environment

Experience in relation database management systems and Structured Query Language (SQL) and/or other tools for data extraction and transformation is an asset

In-depth knowledge of SEO/SEM, Google Tag Manager, Google Analytics

Very comfortable with MS office (Word/Excel/Access/PowerPoint) and Access queries, Excel pivot tables/V-lookups

Experience and/or understanding of the Royal Conservatory Certificate Program is an asset

The RCM is committed to a policy of equity and inclusion. In accordance with Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, 2005, and the RCM’s Access and Equity policy, accommodation will be provided in all parts of the hiring process. Applicants are asked to make their needs known in advance.

Interested candidates are asked to submit a cover letter and current résumé online (please upload a single file combining both documents) at by Friday, November 15, 2019.

The RCM thanks all applicants for their interest in this position; however, only those selected for an interview will be contacted. Please note that this position may be filled prior to the application deadline if a suitable candidate has been identified.