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Customer Analyst

1 month ago

Framingham, United States Bose Full time

You know the moment. It’s the first notes of that song you love, the intro to your favorite movie, or simply the sound of someone you love saying “hello.” It’s in these moments that sound matters most. At Bose, we believe sound is the most powerful force on earth. We’ve dedicated ourselves to improving it for nearly 60 years. And we’re passionate down to our bones about making whatever you’re listening to a little more magical. The Marketing team at Bose consists of passionate, bold, and music-loving storytellers. We tap into the magic of what makes Bose, BOSE, and through our marketing efforts, connect that magic with people who relate to our belief that sound is the most powerful force on earth. Job Description Customer Analyst (L3) Bose is built on disruptive innovation – an unwavering commitment to our customers, having the courage to challenge the status quo, and the fundamental belief that anything is possible. It is in our Brand’s DNA to never settle; we have a passion for discovering better ways to help people enjoy the things they love. We need people like you, people with better solutions. If you join us, you’ll find the opportunity to do your best work and the freedom to enjoy it. Our goal is to make your experience exciting and meaningful, while your opportunity is to help enhance the future of our brand and the benefits that audio can deliver to customers around the world. Bose is in the midst of revamping our CRM and Loyalty programs. We are building world-class programs that match our passion for getting best-in-class audio products to our customers. This role will be part of the Customer Analytics team within Global Marketing Advanced Analytics and will bring CRM, customer loyalty, and customer analytics expertise to the team required to advance the sophistication on how we engage with our customers. You will provide insights and optimization recommendations for the CRM and Loyalty programs. You will develop recommendations on structuring a program that builds advocacy among our customers and rewards them for loyalty, constantly improve the program through test & learn opportunities, build the most effective KPI framework to measure and refine the programs and forecast the incremental value delivered by the program for annual business planning. Your customer insights and recommendations will also inform broader customer strategy, channel strategy, and help drive business growth. Key Responsibilities: Develop and execute the CRM program analytics agenda and measurement framework. Drive the measurement framework to assess Bose CRM program and constantly refine it to ensure that we are measuring the KPIs that have maximum impact on incremental business revenue. Advise business stakeholders on CRM best practices, audience targeting, and testing plans. Deliver supporting CRM measurement plans and analysis that will drive CRM program optimization. Leverage CRM personalization as a key strategy to drive customer loyalty, engagement, and advocacy. Be the SME on customer analytics and deliver customer level insights on program performance to support the development of winning strategies. Help business leaders understand performance drivers. Act as a key contributor to Bose three year CRM roadmap that will make this a best in class marketing program. Responsible for co-developing annual plans that maximize the value delivered through CRM channels (Email, App Messaging, Direct Mail, SMS). Develop and execute on the analytics roadmap to enhance our current self-service Loyalty, CRM, and Customer dashboards. Skills Required: Bachelor’s Degree, preferably in marketing, business, or statistics. Deep knowledge of CRM channels is required including Email, Direct Mail, App Messaging, and SMS. 5+ years of experience conducting customer database analysis with expertise in CRM, retention, and loyalty concepts and practices. 5+ years of hands-on experience with campaign analytics, including incrementality measurement using control groups, and test design. Proficiency in building and delivering high impact and easy to follow presentations. Experience delivering presentations to executive audiences. Ability to analyze data, unveil customer truths, and weave them into effective stories as inputs to critical business decisions. Ability to independently manipulate data using SQL or Python. Experience with CRM platforms such as Salesforce Marketing Cloud, Salesforce Loyalty Cloud, and Adobe Campaign Manager highly desired. Technical knowledge of data visualization techniques such as Power BI, Tableau preferred. #J-18808-Ljbffr