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Manager of Customer Analytics

Massachusetts - Canton 05/21/2020 Apply NowApply Later
GENERAL SUMMARY: As the Customer Analytics Manager you will champion a data-centric perspective and approach to our operations while working closely with business intelligence, product, and growth teams. Put simply, you help lead analytics and reporting for the Marketing team. To succeed in this role, you must demonstrate a desire to improve on existing techniques and processes, have a passion for reporting on analytical insights and campaign performance, drive opportunities on experimentation and predictive modeling, and recommend improvements on strategies used by our Marketing team across their campaigns. You will champion solving the challenges of marketing optimization, ROI, user behavior pre- and post-purchase, as well as marketing channel effectiveness. You will define the KPIs for marketing performance as well as the questions that should be solved as a result of our marketing strategy.
ESSENTIAL DUTIES & RESPONSIBILITIES:
* Analyze complex business problems using data from internal and external sources to provide insight to decision-makers.
* Serve as the key analytics contact for the customer analytics team.
* Collaborate with marketing on project planning/prioritization, segmentation strategies, testing, pre- and post-campaign performance analysis, and reporting efforts.
* Construct forecasts, recommendations and strategic/tactical plans based on business data and market knowledge.
* Develop clear KPIs and measures of success for use by CRM to track existing and future marketing campaign and experiments.
* Create clear specifications and development plans for reports and analysis based on business needs.
* Work with local and global counterparts to develop dashboards that provide insights and visualization into customer and channel performance based on existing and new KPIs, channel projections, and historical performance.
* Produce in depth insights for decision making using various reporting and analysis tools.
* With the Director of CRM & the Director of Customer Insights help drive the customer segmentation strategy, development of dashboard reports, and analytics roadmap.
* Manage at least one analyst and multiple CRM data vendors.
* Interface with IT on database infrastructure, IT roadmap, tool and data enhancements.
* Make decisions about external data appends to our customer data.
* Work with the CRM team on a plan, metrics and goals to acquire more customers, migrate customers to better customers, and generally improve the health of our customer database.
* Collaborate with finance on ROI analytics methodologies of campaigns and campaign reports generally.
QUALIFICATIONS:
* A BS/MS in computer science, mathematics, economics, statistics, engineering or similar program.
* Minimum 3-5 years of professional analytical experience.
* CRM analytics and marketing analytics experience required.
* Required experience in data visualization and creating dashboards.
* Basic knowledge of R
* Basic knowledge of predictive modeling
* Proficient coding skills in SQL, SAS and/or SPSS. Campaign management tool experience.
* Experience querying and using data to create and publish dashboards in BI tools like Microstrategy or Cognos is a plus.
* Experience in an omni channel retailer preferred.
* Email reporting experience preferred.
SKILLS:
* Able to balance attention to metric details and efficient and rapid execution.
* A solid understanding of testing / experimentation, math and statistics.
* Sense of ownership: you take responsibility for your projects and pride in your work.
* Exceptional communication skills, both written and verbal.
* Strong interpersonal skills with demonstrated ability to build and maintain strong working relationships within area of influence as well as cross-functionally within the larger organization.
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