Sr Manager Customer Analytics

Come work at a place where we take pride in creating a workplace environment that values hard work, commitment, and growth.

Education:

• High School diploma or equivalent required
• Bachelor's degree in the relevant field of study required

Work Experiences:

• 5+ years of customer insights and analytics-related work experience required, focused on experience leveraging a customer database for actionable insights
• Experience building a network of customer analytics/insights tools (including Customer Data Platforms, BigQuery, CRM, VOC, etc.)
• Experience with test and learn platforms and methodology

Skills:

• Ability to tell a cohesive story including recommended next steps based on data from various sources (customer database, BI, survey data, syndicated data, etc.)
• Ability to pull together large quantities of data varying in type or source (e.g., Sales data, Survey data, CRM data, etc.) and create one 360 view of a campaign or customer journey
• Understanding of the predictive modeling process and how customer behavior data can be leveraged to build predictive models
• Strong interpersonal, written, verbal communication, and presentation skills, with the ability to interface effectively with individuals at various levels
• Ability to lead and manage our Customer Analytics team
• Understand the business needs and proactively solve problems using an unbiased, data-driven approach
• Ability to effectively prioritize workload in a fast-paced, frequently changing environment while remaining detailed and organized
• Self-motivated and able to work independently and within a team setting
• Analytical, with strong problem-solving abilities and creative resolution skills
• Ability to remain organized, pay strict attention to detail, and meet critical deadlines in high volume, fast-paced environment
• Advanced proficiency in Microsoft Excel, including building reports with slicers and macros, Access, and PowerPoint; VBA experience preferred
• Proficiency in a CDP (e.g., TreasureData) and BigQuery

Responsibilities:

• Deliver customer behavior insights and recommendations to internal clients including merchandising, marketing, omnichannel, store ops, real estate, and executives.
• Develop and socialize customer analytics/behavior reports and answer customer analytics business questions leveraging our CDP and BigQuery (cross-functional)
• Support CRM team with campaign targets/initiatives based on customer analytics and predictive modeling (ideal time to prevent lapse, key attachment items, etc.)
• Scope and deliver analysis to provide perspective, insights, and recommendations on opportunities to grow our share with existing customers, retain customers longer, and attract new customers
• Manage 2-4 analysts including prioritizing work, overseeing output, presenting detailed findings to requestors and synthesizing findings to senior management, developing talent
• Develop a thorough understanding of the Academy's policies, procedures, and safety rules
• Duties may change; team members may be required to perform other duties as assigned

Physical Requirements & Attendance

• Regular attendance required
• Acceptable level of hearing and vision to perform job duties
• Adhere to company work hours, policies, procedures, and rules governing professional staff behavior

Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation, or any other category protected by law.