SNIPES Manager of Customer Analytics HybridBensalem, PAOverview: Reporting to the Director of Customer Experience, the Manager of Customer Analytics will own the path from raw customer data to named business action. This role will manage the Data Insights Analyst, set the analytic agenda and bring the customer voice into organization wide discussions with the numbers behind it. SNIPES puts the customer at the center of how we grow. We collect customer signal across every touchpoint, from service cases to loyalty behavior to survey feedback. We are looking for a leader who turns that data into the decisions the business acts on.
Responsibilities:Customer Intelligence- Turn loyalty program data into a signal on our highest-value customers, tracking what drives members to stay, spend and churn, and surface it while the business can still act on it
- Blend operational data with consumer research, including segmentation studies, audience profiles, brand tracking into a single view of the customer
- Monitor and influence ongoing reads for NPS, CSAT and net sentiment by touchpoint
- Connect customer signal to commerce outcomes across web, app, and store: conversion, AOV, frequency, and LTV, including lifecycle and CRM performance
Data Foundation and Team- Build the analytics backbone for the loyalty and CRM function, helping to establish and govern KPI framework
- Be the business owner of the customer data stack. Define what it needs to do so loyalty, orders, service, engagement data, and more resolve to one customer. Work with IT and vendors to get it built
- Reduce manual reporting effort through repeatable, documented processes.
- Manage and develop the Data Insights Analyst and run intake for org-wide data requests against business impact
Qualifications:- 5 or more years in analytics, consumer insights or customer measurement. Retail, ecommerce or omnichannel preferred
- Management experienced preferred
- Direct experience with loyalty, membership or subscription program data.
- Fluent in SQL and at least one BI platform- Looker or Salesforces a plus
- Working knowledge of unit economics, including CAC, LTV and contribution margin.
- Experience in survey methodology grounding
- Proven record of joining data across unconnected systems into one credible answer
- Prior experience presenting to executives in plain language with sized business impact
- Experience standing up a measurement function rather than inheriting one
Cultural Success Factors- Enthusiasm for the brand
- Consumer Obsessed
- Innovative Mindset
- Collaborative nature
- Skillful communicator
- Adaptable and Flexible
- Disciplined and self-motivated
Benefits with SNIPES- Generous Employee Discount
- Paid Holidays
- Summer Hours
- Hybrid work schedule
- PTO (Paid Time Off)
- Bonus Plan
- Affordable Health Insurance
- Retirement Contributions
