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Head of Customer Retention Analytics
2 months ago
As the Head of Customer Retention Analytics, you will spearhead the formulation and execution of data-centric strategies aimed at boosting customer loyalty across various channels including Email, Mobile, and Direct Mail.
Key Responsibilities:
- Lead a dynamic team of analysts and work in tandem with cross-functional departments to deliver insightful analysis and strategic recommendations.
- Collaborate with Retention Channel managers to outline the strategic direction and objectives of the Marketing Effectiveness team.
- Conduct comprehensive analyses of customer behaviors, channel efficiencies, and performance metrics to uncover opportunities for enhancing retention marketing initiatives.
- Present analytical findings and strategic recommendations to senior leadership and key stakeholders to influence decision-making processes.
- Establish key performance indicators (KPIs) and metrics to evaluate the success of retention strategies, developing internal benchmarks to optimize retention programs.
- Create and maintain dashboards utilizing third-party data sources and CRM information to provide deep analytical insights.
- Work closely with Product, Engineering, and MarTech teams to identify and rectify data integrity challenges.
- Provide mentorship and guidance to team members, fostering a culture of excellence and collaboration.
Qualifications:
- A degree in Business, Statistics, Economics, or a related discipline is preferred.
- Over 8 years of experience in analytics, particularly in customer retention.
- Proficient in data analysis tools and programming languages such as SQL, Python, and R.
- Skilled in conducting complex analyses to derive actionable insights and recommendations.
- Experience with data visualization platforms like Tableau or Power BI.
- Understanding of business metrics and their relation to retention objectives.
- Familiarity with test design and measurement methodologies, including A/B testing.
- Exceptional communication and presentation skills, capable of conveying complex information to diverse audiences.
- Strong leadership abilities, with a talent for motivating and guiding a team of analysts.
- Adept at thriving in a collaborative environment and influencing stakeholders across all organizational levels.
Company Culture:
At Sephora, we celebrate diversity and strive to create an inclusive environment where every team member is valued. We are committed to fostering a culture of innovation and continuous learning, empowering our employees to reach their full potential. Join us in reimagining the future of beauty.
