Languages: English (Fluent), and any European language would be an advantage

Contract: 40h a week, full time

Job Title: CRM & Analytics Manager

Position Overview:

Powered by Konecta, we are supporting our client ‘The Coca Cola Company’ with excellent Consumer Care omnichannel services. This is a unique opportunity to work as an Analytics Manager for our Consumer Care European Team dedicated to Coca-Cola (30 markets in Europe). We look after the way our partner engages with their customers, through traditional and social media care and give support to their exciting campaigns.

As a Analytics Manager for the Consumer Care team you will be analysing data from 50 full time employees across 30 different European countries. This is an integral part of the Consumer Care/Consumer service team, which will enable a constant improvement of Consumer Care Practices while helping the team to reach its targets.

Key Responsibilities as an CRM & Analytics Manager:

- CRM Salesforce Expertise & Innovation: Be the technical expert in leading different general innovative projects within CRM Salesforce such as automatizations, reports, dashboards, Agentforce, Einstein, Connectors with other CRM tools. Genesys experience is a plus.
- Process Optimisation & Automation: Identify opportunities to streamline,



standardise and automate reporting and operational processes, improving efficiency, accuracy and scalability. Conduct ad-hoc analysis to identify process gaps, root causes and opportunities for continuous improvement.
- Reporting & Performance Management: Own weekly, monthly, quarterly and annual reporting across Consumer Care and other customer channels, with a key focus on monthly business reviews. Translate complex performance data into clear, engaging insights and narratives, presenting key trends, achievements, challenges and opportunities to senior leadership and clients.
- Power BI Reporting & Dashboard Management: Manage and maintain existing Power BI dashboards, including data accuracy, refresh schedules and ongoing functionality. Develop new dashboards and reporting solutions aligned with evolving business and client requirements.
- Performance & Quality Analysis: Monitor key Consumer Care performance metrics, quality monitoring results and operational KPIs to identify trends, performance gaps and improvement opportunities, working closely with operational and training teams to drive targeted actions.
- Cross-functional Collaboration: Partner with

📌 Salesforce Administrator (Madrid)
🏢 Konecta Team for Coca-Cola
📍 Madrid