Customer Experience and Marketing Performance, Senior Analyst

Customer Experience and Marketing Performance, Senior Analyst Location: MVH Europe Function: Client / Marketing Job Level: T2 Reporting to: Director of Client Experience and Insight Location: Amsterdam- 2 days a week in the office 12 Month Fixed Term Contract About Mars Veterinary Health Europe At Mars Veterinary Health Europe (MVHE), we are committed to creating A Better World for Pets . Across Europe, our network of veterinary clinics and hospitals provides high-quality care to millions of pets and their owners. Our Marketing team plays a key role in shaping the complete pet owner experience - from the first interaction with our brands and marketing, through to visiting a clinic and building long-term relationships. As we continue to modernise our digital services, communication tools and customer experience, data is at the heart of how we make better decisions. We are looking for a Customer Experience and Marketing Performance, Senior Analyst to help us turn complex data into clear, meaningful insights that drive commercial and customer outcomes. About the role As our Customer Experience and Marketing Performance, Senior Analyst , you will be the primary analytical and reporting partner for the Marketing organisation. This is a 12 Month Fixed Term Contract You will bring together data from multiple sources to help us better understand our customers, measure marketing performance and identify opportunities for business growth. You will work closely with teams across Performance Marketing, Customer Experience, Brand, Pricing and Propositions , creating the insight they need to make confident, evidence-based decisions. A key part of your role will be creating a consistent framework for measuring success and establishing a single source of truth for marketing and customer experience metrics across MVHE. You will be equally comfortable working with data and working with people, translating technical analysis into simple, compelling stories that help stakeholders understand what is happening, why it matters and what we should do next . Role and Responsibilities Strategic decision support and commercial insights - Provide analysis, reporting and forecasting to support strategic decision-making across the Marketing function. - Connect marketing performance to commercial outcomes, helping demonstrate the incremental revenue impact of campaigns. - Support trading optimisation, budget planning and forecasting. - Identify emerging trends, performance risks and commercial opportunities across MVHE. - Provide insight that helps teams make better decisions around investment, customer acquisition and retention. Performance reporting and measurement - Build and maintain high-quality dashboards for senior stakeholders, providing daily, weekly and monthly performance visibility. - Bring together data from multiple sources to create a consistent and reliable view of marketing and customer performance. - Establish and maintain a single source of truth for key marketing metrics. - Develop and improve reporting processes to make data more accessible and efficient for the wider Marketing team. - Set up, maintain and monitor GA4 reporting architecture and ensure data quality and accuracy. Marketing optimisation and advanced analytics - Design and support incrementality testing across paid and non-paid marketing channels. - Analyse PPC performance and support decisions around strategic budget allocation. - Support Marketing Mix Modelling (MMM) to help optimise channel investment. - Analyse customer retention, repeat bookings and customer lifetime value. - Support customer segmentation and personalisation analysis to improve marketing effectiveness. - Use statistical analysis, experimentation and forecasting to identify opportunities for improvement. Customer experience and journey analytics - Support the development and optimisation of the end-to-end pet owner journey. - Use data to identify key customer touchpoints, behaviours and decision points. - Develop dashboards that track customer experience trends and performance. - Analyse customer feedback and survey data to generate actionable recommendations for the CX team and our veterinary network. - Use measures such as NPS, CSAT and CES to understand and improve customer experience. - Conduct bespoke analysis to support go-to-market strategies, communications and customer experience initiatives. Data, governance and collaboration - Partner with MVHE and Global Digital Technologies teams to access, structure, clean and maintain underlying datasets. - Work with stakeholders across different markets and functions to ensure consistent measurement and reporting. - Ensure analytics and data management activities comply with GDPR , internal security policies and relevant data governance standards. - Champion a data-driven culture, helping stakeholders understand and confidently use data in their decision-making. Experience Required We're looking for an analytical and commercially minded professional who enjoys solving complex problems and turning data into meaningful business decisions. You'll ideally have: - A Bachelor's degree in Business, Marketing, Statistics, Data Analytics or a related field. - 3–5 years' experience in data analytics, performance measurement, marketing analytics or a similar analytical role. - Experience working in a multi-market or international environment . - Experience in a service-driven industry such as healthcare, veterinary or another customer-focused environment would be beneficial. - Advanced experience with SQL, Excel and data visualisation tools such as Power BI or Tableau . - Experience with marketing and web analytics tools, ideally including . - Strong knowledge of statistical analysis, forecasting, customer modelling and segmentation. - Experience with A/B testing, incrementality testing and marketing attribution . - Knowledge of customer experience measurement frameworks such as NPS, CSAT and CES . - Experience with Voice of Customer (VoC) platforms such as Qualtrics or Medallia, or similar tools. - The ability to take complex data and analysis and turn it into a clear, concise and compelling story for non-technical audiences. - Excellent communication and stakeholder management skills, with the confidence to influence decisions through data. What will make you successful? You'll be someone who is naturally curious and enjoys asking "why?" . You won't simply report what the data says – you'll look for the story behind it, identify opportunities and help stakeholders understand what action they should take. You'll be comfortable working across different teams, markets and levels of seniority and will be able to balance technical analytical work with strong commercial and customer understanding. We are looking for someone who demonstrates: - Customer Focus – keeping the pet owner and customer experience at the centre of your thinking. - Analytical Skills – using data and evidence to understand problems and identify opportunities. - Results Orientation – focusing analysis on measurable business and customer outcomes. - Problem Solving – approaching complex challenges with curiosity and structured thinking. - Collaboration & Influencing – building strong relationships and influencing decisions across teams. - Communication & Storytelling – making complex information simple, engaging and actionable. - Continuous Improvement – always looking for better ways to measure, analyse and deliver insight. Why join us? You'll join a growing European Marketing organisation at an exciting time of digital and customer transformation. This is an opportunity to have a genuine impact on how MVHE understands its customers, measures marketing effectiveness and makes commercial decisions. You'll work across markets and functions, partnering with both regional and global teams and helping to shape how data and insight are used across the organisation. Most importantly, you'll be helping us create better experiences for pet owners and supporting our veterinary teams in delivering A Better World for Pets . If this sounds like you: Please contact Christina Scimeca , Group Corporate Recruiter, who is happy to tell you more about this opportunity and the recruitment process. Or apply by submitting your resume through the apply button below. MVHE is an equal opportunity employer and welcomes applications from candidates with diverse backgrounds. Internal Candidates/Associates: If you are interested in this position, please reach out to the Corporate Recruiter to understand the internal recruitment #LI-CP-1 #LI-Hybrid