Data Analytics & Member Success Specialist

This role sits within the Member Relations & Development Department and reports to the Member Relations and Development Director. It combines business intelligence and data analytics with hands-on engagement with FIA Member Clubs, translating operational and strategic data into actionable insights. The role supports the deployment of FIA Mobility initiatives, portfolio prioritisation, performance monitoring and the progression of initiatives from development to Member adoption and measurable outcomes.

• Develop, maintain and improve Power BI dashboards integrating data from approved FIA systems, including SharePoint, Excel, Salesforce and other relevant sources, and use them to monitor initiative maturity, Member adoption, strategic value, delivery progress and resource prioritisation.
• Produce recurring and ad-hoc reports and management briefings on departmental performance, Member engagement, programme adoption, business development pipelines and operational KPIs.
• Collect, consolidate, clean and validate data, ensuring accuracy, consistency and documented reporting methodologies, and identify trends, risks, adoption gaps and opportunities to translate data into actionable recommendations.
• Streamline reporting and workflows using Microsoft 365, Power Query, Power Automate and approved AI-enabled tools, and support adoption of digital tools, automation and AI-enabled solutions to improve efficiency and service quality.
• Act as an operational contact for assigned FIA Member Clubs, particularly in Spanish- and English-speaking markets, coordinating with Regional teams, handling Member enquiries, escalating issues and following through to resolution.
• Support Club onboarding, platform demonstrations, training and coordination with programme owners and technical partners, and track engagement, usage, implementation milestones and satisfaction to identify risks and opportunities.
• Maintain follow-up plans, facilitate account reviews, agree next steps with participating Clubs, and maintain accurate Club engagement records, onboarding status, action plans and pipeline data.
• Support Business Development and Regional teams in identifying opportunities, qualifying interest and maintaining engagement pipelines, and align reporting, onboarding and Member follow-up across Business Development, Membership Services, Regions and programme owners.
• Track initiatives from initial engagement through onboarding, implementation and ongoing adoption, and standardise account management, reporting and Member engagement workflows.

• 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 and a strong command of Microsoft 365.
• 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.
• Proactive, collaborative and service-oriented, with experience working across cultures and managing competing priorities.

• Power Automate, Copilot and Salesforce are considered assets.
• Additional languages are an advantage.