Performance, Bid Management and Onboarding Analyst

Join our Felixstowe team as Performance, Bid Management and Onboarding Analyst on full-time, permanent basis.

Purpose of the Role:

To support and lead creation of customer bid responses, onboarding and performance analysis to support our efforts in delivering a smooth, impactful, and data-informed experience for our clients and internal sales teams. Working closely with the Head of Performance and Onboarding to optimise onboarding journeys, track performance metrics, and enhance the overall customer experience from day one. Supporting the Business Development and Inside sales team.

Improving processes, using data to drive action, and ensuring customers realise the value from our product or service.

This role requires an individual with good communication and project management skills.

Main duties and responsibilities:

Performance Management

• In agreement with Head of Performance, create and deliver a comprehensive suite of performance indicators aligned with business objectives, leveraging all available data sources—including ongoing monitoring through Power BI – to an agreed time schedule.
• Support Head of Performance with regular, insightful reports on modal volumes and operational constraints, enabling data-driven focus and prioritisation of sales efforts
• Take ownership for use, training and reporting on Salesforce (or the relevant CRM system) for the Sales teams.
• Provide support on MyHub, overseeing system analysis, customer experience, and identifying areas for development.

Customer Onboarding Analytics & Insights

• Track and analyse onboarding performance metrics such as, activation rates, and customer satisfaction scores.
• Identify trends, gaps, and friction points in the onboarding journey through use of data.
• Deliver regular reports and actionable insights to improve onboarding efficiency and outcomes.
• Collaborate with customer success, product, and sales teams to continuously enhance the onboarding process.
• Maintain documentation, onboarding materials, and customer-facing resources to ensure accuracy and consistency.
• Support the implementation of tools and technologies that streamline onboarding workflows.

Customer Experience Monitoring

• Analyse onboarding feedback and escalate any recurring issues or risks.
• Help build and maintain customer journey maps with a focus on onboarding and early lifecycle stages.
• Support onboarding initiatives that drive customer engagement, retention, and product adoption.

Bid Responses

• Work closely with Sales team and business stakeholders to ensure a concise and value driven response to RFQ’s
• Tracking timely updates from each department
• Ensuring that the marketing team are fully engaged and supporting on materials and are notified of any updates on library stock materials where needed.

KPI’s/Performance Measures:

• Performance monitoring and reporting within an agreed schedule to support business strategy
• Creating meaningful bespoke Bid responses in conjunction with sales owner
• Lead and meet onboarding timeframes

Personal Specification:

• Strong project management skills.
• A passion for creating seamless, impactful customer experience.
• Excellent communication and stakeholder engagement abilities.
• Analytical mindset with experience of performance data driving decisions.
• Comfortable working in fast-paced, evolving environments across all areas of the business, including (not limited to) rail, road, terminals
• Ability to analyse data and trends to drive business growth.
• Ability to multitask and work to deadlines.
• Experience with CRM systems.
• Excellent verbal and written communication skills
• Excellent IT knowledge (inc. of Microsoft)
• Ensuring we work to the companies’ SMART objectives.

Behavioural Competencies:

• Communication
• Problem solving
• Adaptability
• Analytical
• Teamwork
• Leadership
• Organisational