Client Systems, Analytics & Reporting Manager

Why Arup?

At Arup we’re dedicated to shaping a better world. Our purpose, shared values and collaborative approach have set us apart for over 80 years. We solve the world's most complex problems and deliver what seems impossible, with curiosity and creativity. We’re a thriving and growing organization which offers you many possibilities to shape a better world, and your future.

In an increasingly competitive marketplace, our Marketing, Communications, and Business Development (MCBD) team enables Arup to build and protect our reputation, deepen client relationships, win quality work, and attract top talent. This role will be key in achieving our strategic market and client ambitions. We are seeking to appoint a Client Systems, Analytics & Reporting Manager to join our MCBD function in the Americas region.

The Opportunity

The Client Systems, Analytics & Reporting Manager is responsible for providing comprehensive analytics and reporting to monitor and analyze market work winning, client and business growth performance.  The role leverages data to provide actionable insights to support strategic decision-making driving effectiveness of market and business growth programs.

This includes providing comprehensive and insightful client and pipeline related performance reporting and analytics to inform leadership on the overall business, client and sales performance.

The role enables data quality of Arup’s client systems relating to work winning and pipeline management, supporting business use and data integrity.

Key Responsibilities

Performance Reporting and Analysis

• Manage a regional team of MCBD client systems analytics/reporting professionals supporting business growth activities.

• Responsible for the development of pipeline reporting and analysis, offering clear insights into sales pipeline health and performance.

• Analyze proposal win/loss data to identify trends and areas for improvement including monitoring and assessing the cost of bidding and return on investment (ROI) for related investments and programs.

• Collaborate with business leaders to develop and provide data insights to identify opportunities to improve pipeline, client, and sales performance.

• Work closely with the Finance Team to ensure reporting and analysis is complementary, congruent, and aligned to global reporting protocols.

• Collaborate with Global Client Systems, Analytics and Reporting leader and others in similar roles to ensure alignment, adoption of common platforms and ways of working, supporting Client Systems’ training and share and leverage best practice.

   

Client Systems Analytics and Performance

• Provide MCBD team with tools to support analysis including the use of tagging and fields that support segmentation, prioritization, and selection and monitoring processes.

• Provide insights and trends from client satisfaction and project feedback surveys and interviews, identifying areas of competitive strength and vulnerability.

• Develop insightful analytics on Arup’s client base to inform business plans and initiatives as required.

   

Client Systems Management and Data Quality

• In collaboration with Global Client Systems, Analytics and Reporting Lead, manage the region wide deployment of training programs that improve the understanding, value, and use of CRM data across the business in decision making, client management and work winning activities including lead and pipeline management.

• Manage the CRM SuperUser within region (AMR) network to underpin strong business adoption and use of CRM and a high level of data quality, including management of CRM help desk and triage.

• Implement mechanisms to enhance and maintain data integrity within client systems (lead and opportunity data focus).

• Represent the region’s business requirements in global decisions on client system changes, training, and deployment activities including UAT testing for CRM system releases.

• Act as CRM system business owner in the Region, defining regional business requirements for systems enhancements and changes as required in collaboration with Global Client Systems Analytics and Reporting Lead.

   

Qualifications

• Bachelor's degree in a relevant field, such as Marketing, Data or Information Science with a master's degree or further specialization in business analytics or data science being advantageous.

• Microsoft Dynamics 365 CRM Fundamentals or Certification suggested.

   

Knowledge and Experience

• +7 Years experience with client systems management, data integrity practices, as well as data protection laws.

• Proven experience in marketing and sales analytics, performance reporting, or similar roles.

• Strong analytical skills with the ability to interpret complex data and provide actionable insights.

• Excellent communication and presentation skills, with the ability to convey complex information clearly and concisely.

• Proficiency in creating charts, graphs, and dashboards to visualize data and communicate insights and in using analytics tools and software (e.g., Excel, PowerBI, Microsoft Dynamics 365).

• Strong attention to detail and a strategic mindset.

• Understanding of business development, work winning and procurement practices in Professional Services within the AEC sector is preferred

   

Skills and Attributes

• Strong skills in strategic thinking and analysis and problem-solving.

• Excellent communication, negotiation, and interpersonal skills.

• Ability to work in a fast-paced, dynamic environment.

• Ability to work under pressure and manage multiple priorities.

• Able to build strong and highly collaborative and inclusive working relationships with peers, leaders, and other stakeholders.

• Personal integrity, professionalism, and inclusive leadership.

• Comfortable working with staff at all levels of seniority

• Experience in coaching and teaching others to adopt best practice approaches. 

• Commitment to exemplifying Arup’s aims, particularly those of being a ‘humane organization,’ maintaining ‘quality of work,’ and ‘straight and honorable dealings.

   

What we offer you

At Arup, we care about each member’s success, so we can grow together.

Guided by our values, we provide an attractive total reward package that recognizes the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive – through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do.

We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup’s legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.

Benefits at Work - At Arup, we have a comprehensive and valuable benefits program that works for our employees and their families. These are 100% paid for by Arup except for optional life insurance. These benefits provide health and welfare security for you as well as paid time off for rest and renewal. Our Global Profit Share Plan (paid bi-annually) provides an opportunity for you to share in the success of the Firm. As a valued employee of Arup, you can also choose to participate in our GRRSP 5% company match to help you save for your future.

Flexible Working - We believe that flexible arrangements create a more inclusive way of working that supports our diversity and the wellbeing of our people. Options for alternative schedules and the ability to work outside of the office for a portion of your workweek are available.

Hiring Range – The good faith base salary hiring range for this job if performed in Calgary is 110,000 to 125,000 per year. This range is commensurate with experience, educational background, and skill level. Benefits are not included in the base salary. Please note hiring ranges for candidates performing work outside of Calgary will differ.

Different people, shared values

Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. We welcome applications from individuals of all backgrounds, regardless of age (within legal limits), gender identity or expression, marital status, disability, neurotype or mental health, race or ethnicity, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave. We are an open environment that embraces diverse experiences, perspectives, and ideas – this drives our excellence.

Guided by our values and alignment with the UN Sustainable Development Goals, we create and contribute to equitable spaces and systems, while cultivating a sense of belonging for all. Our internal employee networks support our inclusive culture: from race, ethnicity and cross-cultural working to gender equity and LGBTQ+ and disability inclusion – we aim to create a space for you to express yourself and make a positive difference. Discover more about life at Arup at www.arup.com/careers/your-life-at-arup.

Our Toronto office is located on ceded and unceded lands of many nations including the Mississaugas of the Credit, the Anishinabewaki, and the Haudenosaunee (hoe-dee-no-SHOW-nee). We acknowledge this land and its people to build a shared understanding of how our collective past brings us to where we are today. Through our ever-developing commitments, we strive to strengthen our relationships with this land, its people, and its treaties to shape a better, more inclusive world.

Our Application Process

We will be reviewing our candidates for this position on a rolling basis. Once you have applied you will be evaluated and potentially moved on to the next round, at which point a member of the talent resourcing team will reach out to you directly.

Arup is an equal opportunity employer and will consider applications from all qualified individuals. Every job applicant will be treated equally, fairly and with respect regarding race, color, ancestry, sex, gender identity or expression, sexual orientation, pregnancy, civil status, age (except as provided by law), creed/religion, political convictions, language, ethnic or national origin, disability/handicap, pardoned record of offences, social condition (marital or family status, receipt of social assistance), and any other ground protected by the applicable human rights legislation.

Stay safe online. Recruitment fraud is on the rise, and Arup’s name, logo, and branding have been used in fraudulent job advertisements. Arup will never ask for bank information as part of our recruitment process.

Please note that all applicants must apply directly via the job portal. If this role is not quite what you are looking for but you are interested in other opportunities for a future with purpose, please sign up to our Talent Community where you will be kept up to date with roles suitable for you to shape a better world.

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