Team Lead, Customer Analytics, Shipping Services

Purpose of the Role

The Operative Team Lead, Customer Analytics, will ensure the day-to-day delivery of high-quality analytics, dashboards, and insights supporting DA-Desk, PortLog, and wider Shipping Services customers in Marcura.

The role will have a significant element of direct production output The role manages a team of analysts, enforces data quality standards, and drives operational excellence across analytics workflows.

This position acts as the operational backbone of the Customer Analytics function, translating internal and external business needs into analytics outputs that improve customer satisfaction, renewal readiness, and commercial decision-making.

Roles and Responsibilities:

1. Operational Delivery and Reporting Quality · Produce a high volume of customer-facing analytics outputs directly, including dashboards, port cost insight packs, monthly reports, and ad-hoc requests, ensuring accuracy and timeliness. · Act as the senior hands-on analyst in the team, handling the most complex reporting builds, data transformations, and deep-dive investigations. · Complete end-to-end production tasks—including data extraction, cleaning, modelling, visualisation, and narrative insight development. · Perform detailed quality checks on own work and team outputs, ensuring compliance with Marcura analytics standards.

2. Team Leadership and Workflow Management · Lead the team by example through active participation in daily production, especially during peak periods or high-pressure deadlines. · Split responsibilities between direct production (60–70%) and supervision/coordination (30–40%), depending on business needs. · Support junior analysts by working alongside them in production workflows, modelling best-practice techniques and data hygiene.

3. Continuous Process Improvement · Identify inefficiencies in personal and team production processes and introduce improvements that materially increase output volume and reduce manual tasks. · Drive automation for frequently repeated production tasks (e.g., scheduled report generation, Power BI refresh logic, validation scripts).

4. Cross-Functional Collaboration · Translate customer and CSM needs into tangible, high-quality analytics deliverables personally executed where required · Support Customer Success leaders in QBR/EBR preparation through direct production of insight decks and performance analysis. · Ensure operational alignment with strategic analytics initiatives and product strategy for Shipping Services solutions, including DA-Desk, PortLog and Marcura Claims.

5. Data Integrity and Governance · Execute hands-on data investigation to identify, diagnose, and correct data issues impacting customer-facing analytics. · Partner with Engineering/Data teams by providing detailed, production-level observations to guide fixes. · Ensure controls are in place to ensure customer data is always handled confidentially and in accordance with internal and external best practices.

6. Operational Insight and Maritime Context · Apply practical understanding of shipping services, port cost workflows, claims processes, and voyage operations to improve relevance and contextual accuracy of analytics outputs. · Ensure all personally produced reports include relevant operational context, narrative explanation, and recommendations. · Ensure team members understand maritime context and customer use cases.