Customer Insight & Engagement Analyst

Join Sony Honda Mobility of America Inc.

Sony Honda Mobility of America Inc. is a proud subsidiary of Sony Honda Mobility Inc., a 50/50 joint venture between Sony and Honda, headquartered in Tokyo, Japan. Our American headquarters in Culver City, California, established in March 2023, is at the forefront of bringing the innovative electric vehicle, AFEELA, to the US market. AFEELA embodies the essence of "FEEL," creating an interactive relationship where people and mobility connect through advanced sensing and network technologies.

At Sony Honda Mobility of America, we are dedicated to moving people through innovative solutions inspired by diversity. Join us in shaping the future of mobility with creativity, technology, and a commitment to excellence. Apply now to make a difference!

Position Summary

Sony Honda Mobility of America (SHMA) is seeking a data-driven and detail-oriented Customer Engagement Analyst to join our growing Retail Operations team in Torrance, CA. This role will play a key part in shaping how we measure, understand, and improve customer engagement across our AFEELA retail studios and events. 

As a bridge between data, operations, and experience, you’ll monitor retail performance metrics, analyze traffic and conversion trends, and identify actionable insights that enhance both sales efficiency and customer satisfaction. The ideal candidate combines strong analytical acumen with a curiosity for understanding customer behavior—someone equally comfortable in BI tools and on the sales floor observing real-world dynamics. 

This position offers the opportunity to work cross-functionally with Retail, Marketing, and CRM teams to drive strategic, data-backed decision-making across the business. 

Job Responsibilities

• Monitor and analyze daily, weekly, and monthly retail KPIs such as traffic, conversion, demo drives, sales orders, and customer satisfaction. 
• Develop and maintain dashboards and reports using BI tools (e.g., Tableau, Salesforce). 
• Conduct trend, variance, and root-cause analyses to identify performance gaps and improvement opportunities. 
• Collaborate with Retail Operations and Field Leadership to assess store performance, staffing efficiency, and operational throughput. 
• Partner with CRM and Marketing teams to evaluate the impact of campaigns and lead-generation activities on showroom traffic and engagement. 
• Build and maintain integrated data models combining sales, staffing, and customer journey metrics. 
• Support executive reporting by preparing presentations, visualizations, and data summaries for senior management. 
• Ensure data integrity by auditing inputs from multiple systems (POS, CRM, Workforce Management, etc.). 
• Spend 1–2 days per week working on the sales floor to engage customers, observe operations, and ground-truth analyses—translating real-world insights into data-driven recommendations. 

Required Qualifications for Position

• Bachelor’s degree in Business, Data Analytics, Economics, or a related field. 
• 3–5 years of experience in business analysis, retail operations, or customer experience analytics. 
• Advanced proficiency with Excel/Google Sheets and experience using BI tools such as Tableau, Power BI, or Salesforce Analytics. 
• Strong analytical, visualization, and storytelling skills—able to translate data into insights that influence decisions. 
• Excellent communication and collaboration skills, comfortable working cross-functionally with marketing, retail, and leadership teams. 
• Proven ability to manage multiple priorities in a fast-paced, high-growth environment. 
• Attention to detail and a commitment to data accuracy and operational excellence. 

Preferred Qualifications for Position

• Experience in automotive, retail, or direct-to-consumer industries. 
• Familiarity with CRM systems, POS data, and customer-journey mapping. 
• Understanding of EV customer experience and omnichannel retail metrics. 
• Ability to connect analytical findings to business strategy and operational improvements.