Sr. Manager, Customer Analytics

About the Role

The Senior Manager, Customer Analytics is responsible for providing business insights to drive measurable performance of CRM (Email, SMS & Push), Promotional Performance & Customer/Loyalty Insights and other ad hoc analysis. You will provide a holistic view of the customer & loyalty program and will identify opportunities to efficiently drive incremental sales, profit & customer engagement metrics to meet short and long-term business goals. Partner closely with Marketing/Ecommerce, Finance and other analytics teams on measurement & optimization methods and utilizing existing models and tools to develop relevant and timely insights which inform the optimal way to invest in both channels & programs. You will develop experiments and tests (in partnership with testing teams). This position will have an opportunity to make a significant impact across the entire organization. A balance of analytical skills as well as strong organization and communication skills is key. Knowledge of marketing, customer and CRM channels is critical for success in this role.

• Lead analysis and reporting on owned channel performance (Email, SMS, Push, and other new and emerging channels) to evaluate and optimize marketing campaigns and strategies across lower funnel performance channels.

• Build customer views to understand the impact of Marketing on customers across all stages of the buying lifecycle including New User Acquisition, Engagement/Retention, and Reactivation and the role of each media channel throughout the customer journey.

• Integrate disparate data sources and leverage state-of-the-art analytics best practices to deliver integrated actionable insights to partners.

• Partner with the IT teams to define data architecture and in-house tool and data requirements for new loyalty platform

• Develop and deploy advanced statistical models and machine learning algorithms to predict customer behaviors such as purchasing patterns, churn propensity, and lifetime value.

• Utilize advanced segmentation techniques to categorize customers based on demographics, purchasing behavior, and other relevant attributes to tailor marketing campaigns and promotions.

• Consult with business partners to understand overall goals/functional objectives, decipher key business challenges, identify tactics to anticipate and mitigate business challenges/issues and develop potential success criteria.

• Building & maintaining strong working relationships across departments or teams based on trust and mutual respect. Communicating with senior stakeholders to balance stakeholder and analytics perspectives.

• Leading and manage loyalty partner regarding data & analytics

Qualifications

• Bachelor’s Degree in applied Statistics, Mathematics, Computer Science, Analytics, Engineering, or related fields strongly preferred

• Master’s Degree in Applied Statistics, Mathematics, Computer Science, Analytics, Engineering, or the Sciences strongly preferred

• 10+ years of experience in Marketing Analytics, Digital Analytics, or eCommerce Analytics with experience working with marketers to maximize marketing contribution to business performance goals.

• Knowledge of machine learning and AI techniques to build and implement models that optimize marketing performance

• Advanced SQL (e.g., joins, sub-queries, statistical functions, etc…)

• Advanced Excel Skills (e.g., arrays, statistical functions, pivot tables, etc…, VBA a plus)

• Previous A vs B testing experience preferred

• Intermediate-Advanced PowerBI/Tableau experience

• Strong analytical and problem-solving skills with the ability to translate complex data into actionable insights and recommendations.

Claire's is an equal opportunity employer committed to diversity, equity and inclusion and we encourage applications from members of all underrepresented groups, including those with disabilities. We will accommodate applicants' needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require.