Customer Experience Analytics Professional

7 days ago


Atlanta, Georgia, United States Bose Full time

Company Overview

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Bose is a leading manufacturer of high-quality audio equipment, dedicated to improving the sound experience for nearly 60 years.

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We are passionate about creating innovative products that bring joy to people's lives, and our Marketing team plays a critical role in connecting that passion with customers who share our love for music and great sound.

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Salary

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$125,000 - $170,000 per year, depending on experience.

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Job Description

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As a Customer Experience Analytics Professional at Bose, you will be part of the Global Marketing Advanced Analytics team, working closely with customer loyalty, CRM, and customer analytics experts to advance the sophistication of how we engage with our customers.

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Your primary responsibility will be to provide insights and optimization recommendations for our CRM and Loyalty programs, structuring a program that builds advocacy among our customers and rewards them for loyalty.

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You will also develop recommendations on improving the program through test & learn opportunities, building an effective KPI framework to measure and refine the program, and forecasting the incremental value delivered by the program for annual business planning.

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Key Responsibilities:

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  • Develop and execute the analytics agenda and measurement framework for the CRM program">
  • Contribute to the measurement framework to assess Bose Loyalty program and constantly refine it to ensure that we are measuring the loyalty KPIs that have maximum impact on incremental business revenue">
  • Leverage personalization as a key strategy to drive up customer advocacy through strategic testing. Building a loyalty focused modeling roadmap and collaborating on the best technology tools for implementation">
  • Be the SME on CRM retention and loyalty analytics and deliver insights on customer advocacy and CRM program performance to support the development of winning strategies and help business leaders understand the performance drivers">
  • Participate in the annual business planning process and provide forecasts on incremental value driven by CRM programs">
  • Develop and execute on the roadmap to enhance our current self-service CRM and Customer dashboards">
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Required Skills and Qualifications

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We are looking for a highly skilled and experienced professional with a Bachelor's Degree in marketing, business, or statistics, and at least 7 years of experience conducting customer database analysis with expertise in CRM customer retention and loyalty concepts and practices.

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Additionally, you should have 5+ years of hands-on experience with 1st party customer campaign analytics, including incrementality measurement using control groups, and test design.

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You should also be proficient in building and delivering high-impact and easy-to-follow presentations, able to analyze data, unveil customer truths, and weave them into effective stories as inputs to critical business decisions.

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Strong data fluency with the ability to independently manipulate data using SQL or Python is also essential.

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Benefits

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Bose offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

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We are committed to diversity and inclusion, and strive to create a work environment that reflects these values.

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Others

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Bose is an equal opportunity employer that is committed to inclusion and diversity.

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We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics.

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Please review our pay transparency policy at http://www.dol.gov/ofccp/pdf/EO13665_PrescribedNondiscriminationPostingLanguage_JRFQA508c.pdf.

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We are committed to providing reasonable accommodations to individuals with disabilities.

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Please contact us at Wellbeing@bose.com if you need assistance with the application process.


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