Customer Insights Analytics Manager

TPS GROUP HOLDINGS, LLC

TPS Group Holdings, a family of brands including The Paper Store and Uncharted, is dedicated to creating destinations that inspire, delight, and surprise. Our mission is to connect with every customer through carefully chosen products, immersive shopping experiences, and service that goes the extra mile.

Customer Insights & Analytics Manager

The Customer Insights & Analytics Manager will be a proactive, analytical and nimble individual who is responsible for uncovering customer insights that drive sales and further brand loyalty. The ideal candidate will have a passion for using data to understand customer behavior and identify opportunities, with a willingness to roll up their sleeves to tackle the most pressing problem of the day -- exemplifying an entrepreneurial mindset. Using their strong knowledge of customer and financial concepts, they will evaluate and develop strategies to mobilize the business to achieve goals. They will analyze and optimize existing marketing programs, using new insights to drive fresh initiatives. This role will bring customer data to life, deepening our understanding of behavior, trends, and customer motivations to support business objectives. The ability to pivot priorities to adapt and meet the changing needs of a fast-paced retail business is essential.

Reporting to the Vice President of Marketing, the position will also work closely with the Finance Team.

COMPETENCIES:

• Communication: Communication is direct and to the point while maintaining employees’ self-esteem. Sets clear performance expectations and provides ongoing feedback. Solicits dialogue to ensure understanding of expectations.
• Leadership: Ability to motivate and influence the team to create buy-in. Clarifies initiatives and articulates their strategic relevance. Helps employees to see the potential for developing their skills; assists them in eliminating barriers to their development.
• Development: Demonstrates a passion for teaching. Identifies skill opportunities and takes timely and appropriate action to coach, develop and redirect employees as needed.
• Delegation: Delegates responsibility based on the employee’s ability and potential. Communicate action steps and desired outcomes. Follows up to ensure success.
• Accountability: Demonstrates a sense of corporate responsibility. Takes personal ownership and responsibility for the quality and timeliness of work. Ensures that actions are consistent with words.
• Creativity and Initiative: Forward-thinking, recognizes opportunities and finds new ways of doing things and implements improvements whenever possible. Encourages creativity and innovation.
• Professionalism: Maintains a professional and positive manner even under changing or uncertain conditions. Works well with a wide range of individuals to provide support, encouragement and direction. Engages others to accomplish organizational and departmental goals. Is seen as a role model.
• Personal Development: Displays self-awareness, a high level of energy, persistence and a positive outlook. Continuously seeks ways to improve and learns from mistakes and constructive feedback.

KEY RESPONSIBILITIES:

• Data Analysis and Interpretation: Utilize strong analytics skills to extract, transform, and analyze large data sets from various sources. Identify patterns, trends, and correlations in the data, interpreting them into the context of our business to drive brand loyalty, sales, and profitability. Effectively blend all analytical tools, including external and non-traditional data sources, to develop a comprehensive understanding of our marketing analytics and their impact on the business.
• Insight Generation and Performance Tracking: Translate raw data into meaningful insights and recommendations that support business decision-making and uncover omnichannel growth opportunities. Develop reports, dashboards, and visualizations to communicate findings to various levels of stakeholders (distilling complex concepts into easy-to-understand strategies). Focus on providing actionable insights to drive measurable customer engagement and omnichannel growth. Identify risk and mitigation strategies to ensure success. Develop and maintain key performance indicators (KPIs) and performance dashboards as needed to track customer and financial performance and identify areas for improvement.
• Customer Behavior Analysis: Analyze customer segmentation, lifecycle stages, purchasing patterns, and preferences to identify opportunities for consumer acquisition, retention, and loyalty. Provide actionable insights to drive customer sales, purchase frequency, and average order value. Identify key customer cohorts and develop strategies to maximize their value.
• Promotional Strategy & Insight: Develop a deep understanding of our marketing promotional and discount strategies to analyze their effectiveness in driving customer behaviors, company profitability, and loyalty. Utilize market insights and analytics to identify opportunities for promotional optimization. Collaborate with cross-functional teams to ensure alignment and consistency in promotional efforts. Monitor and analyze promotional performance and make recommendations for improvement. Stay up to date with industry trends and best practices to continuously enhance promotional strategies. Ensure compliance with company policies and regulatory guidelines in all promotional activities.
• Collaborative Partnerships: Collaborate with cross-functional teams, including ECOMM, Finance, Retail Ops, and Buying, to gather requirements, define data needs, and support data-driven decision-making. Work closely with stakeholders to understand business objectives and provide analytical support. Ability to influence without authority and align multiple stakeholders to a common goal, holding teams accountable for delivering results. Balance, coordinate, and execute multiple competing priorities across stakeholders. Frame complex problems and develop solutions that address multiple interests with minimal guidance or direction. Work with external partners to ensure analytic and strategic goal alignment to achieve goals.
• Data Governance: Advocate for data-driven decision-making and promote a data-driven culture within the organization. Work closely with the Retail Operations Team to maintain privacy, data governance and data quality standards to ensure the accuracy and reliability of data assets.

JOB REQUIREMENTS:

• Bachelor’s degree is required in an analytical and/or business-oriented major (Accounting, Business, Finance, Economics, or Data Science is preferred)
• Minimum 3 years in an analytics role within a fast-paced environment involving quantitative and qualitative analysis
• Excellent Excel and Power BI skills (or comparable BI and Data Visualization tool)
• Ability to analyze large data sets using a CRM (customer relationship management system) or CDP (customer data platform). Bloomreach/Exponea CDP or Loyalty systems experience a plus
• A self-motivated approach with a strong work ethic, requiring limited oversight
• Detail-oriented with a high degree of organization and accuracy. Demonstrating strong attention to detail and follow through with commitments
• Proven ability and desire to troubleshoot and develop creative, innovative solutions to business challenges
• Collaborate well with others, including internal and external team members
• Ability to work 3+ days/week at the Corporate Office in Acton, MA. This role will begin 5 days a week in the office during the on-boarding period then transitioning to Monday and Friday WFH, with Tuesday-Thursday in office
• Professional presentation in attire, demeanor, and appearance

TPS Group Holdings LLC is an equal-opportunity employer and considers all qualified applicants for employment without regard to race, color, national origin, religion, sex, disability, age, veteran status, or any other classification protected by state, local or federal law.