Data Analytics & Customer Success Specialist

Join the FIA and contribute to strengthening the value delivered to its global network of Mobility Member Clubs through data-driven insights, portfolio performance management and successful adoption of FIA programmes.

As a Data Analytics & Member Success Specialist within the Member Relations & Development Department, reporting to the Member Relations and Development Director, you will combine business intelligence and data analytics with hands-on Member Club engagement. You will translate operational and strategic data into actionable insights, support the deployment of FIA Mobility initiatives and ensure effective onboarding and ongoing support.

The role contributes directly to the department's business development framework , supporting portfolio prioritisation, performance monitoring and the progression of initiatives from development to Member adoption and measurable outcomes.

Working closely with Business Development, Membership Services, Regional teams and programme owners, you will support a structured, data-driven approach to Member engagement and initiative delivery.

MISSIONS AND RESPONSIBILITIES:

The role is structured around three core operational pillars:

Data Analytics, Business Intelligence & Reporting (~40%)

Business Intelligence & Dashboards: Develop, maintain and improve Power BI dashboards integrating data from approved FIA systems, including SharePoint, Excel, Salesforce and other relevant sources.
Strategic Portfolio Monitoring: Support the business framework through dashboards tracking initiative maturity, Member adoption, strategic value, delivery progress and resource prioritisation.
Performance & KPI Reporting: Produce recurring and ad-hoc reports on departmental performance, Member engagement, programme adoption, business development pipelines and operational KPIs.
Data Quality & Governance: Collect, consolidate, clean and validate data, ensuring accuracy, consistency and documented reporting methodologies.

Insights & Recommendations: Identify trends, risks, adoption gaps and opportunities, translating data into actionable recommendations.
Reporting Automation: Streamline reporting and workflows using Microsoft 365, Power Query, Power Automate and approved AI-enabled tools.

Member Club Success & Programme Adoption (~40%)

Member Club Engagement: Act as an operational contact for assigned FIA Member Clubs, particularly in Spanish- and English-speaking markets, coordinating with Regional teams.
Programme Onboarding: Support Club onboarding, platform demonstrations, training and coordination with programme owners and technical partners.
Adoption & Account Monitoring: Track engagement, usage, implementation milestones and satisfaction to identify risks and opportunities.
Member Success Planning: Maintain follow-up plans, facilitate account reviews and agree next steps with participating Clubs.
Opportunity Development: Support Business Development and Regional teams in identifying opportunities, qualifying interest and maintaining engagement pipelines.
Issue Resolution & Coordination: Handle Member enquiries, escalate issues and follow through to resolution.
CRM & Account Records: Maintain accurate Club engagement records, onboarding status, action plans and pipeline data.

Portfolio Coordination & Continuous Improvement (~20%)

Cross-Functional Coordination: Align reporting, onboarding and Member follow-up across Business Development, Membership Services, Regions and programme owners.
Initiative Lifecycle Monitoring: Track initiatives from initial engagement through onboarding, implementation and ongoing adoption.
Management Reporting: Prepare concise dashboards, updates and briefings for departmental and senior management reviews.
Process Improvement: Standardise account management, reporting and Member engagement workflows.
Digital Tools & Innovation: Support adoption of digital tools, automation and AI-enabled solutions to improve efficiency and service quality.

PROFILE:

Degree in Business Analytics, Economics, Business Administration, Information Systems or a related field, or equivalent experience.
5–7 years’ experience in business intelligence, data analytics, customer success or account management.
Advanced Power BI and Excel skills; strong command of Microsoft 365, with Power Automate, Copilot and Salesforce considered assets.
Ability to consolidate multiple data sources, ensure data quality and translate insights into practical recommendations.
Experience in customer onboarding, training, account engagement and service delivery.
Strong organisational, interpersonal and communication skills, including explaining technical topics to non-technical stakeholders.
Fluent English and Spanish; additional languages are an advantage.
Proactive, collaborative and service-oriented, with experience working across cultures and managing competing priorities.

If you are interested, please send us your application in PDF format.

Deadline to apply : 23 November 2026.