Senior Manager – Customer Analytics (Corporate)

About The Role

We are seeking a strategic and technical Senior Manager, Customer Analytics to lead the evolution of our customer analytics for the COSMOPROF (BSG) business unit. This is a pivotal mid-career plus role for an analytics professional who has mastered the technical execution and is ready to drive strategy. You will lead the strategy for understanding who our customers are, predicting what they will do next, and determining how to best engage them. Your primary mission is to increase Customer Lifetime Value (CLV) by powering hyper-personalized CRM campaigns, driving retention strategies, and proactively reducing churn.

The Senior Manager of Customer Analytics is a hands-on analytics manger role with people management responsibilities and an expanded strategic delivery scope. This role sits at the intersection of advanced analytics and business strategy and is critical to advancing CosmoProf’s Understand & Activate Customer agenda. In this role, you will move beyond simple data retrieval to become a true consultative partner to the business. You will lead the design of rigorous Test & Learn frameworks, engineer advanced customer segmentation strategy, and most importantly synthesize complex data into compelling narratives that drive executive decision-making. You will act as the bridge between our evolving Data Lake capabilities (Databricks) and commercial revenue opportunities. As COSMOPROF (BSG)’s data environment evolves (cloud data lake, advanced tooling, and scaled activation), this role elevates analytics from being a means to access data to being a consultative, insight-led, and recommendation-driven partner to the business.

Responsibilities

Strategic Business Partnership & Storytelling (25%)

• Synthesize & Persuade: Serve as the primary storyteller for the COSMOPROF (BSG) business unit. You must possess the proven ability to translate complex statistical outputs into clear, visually compelling presentations (PowerPoint) that dictate strategy for Merchandising, Marketing, and Channel leads.

• Consultative Leadership: Interface directly with the COSMOPROF (BSG) Senior Leadership Team (SLT). Shift the dynamic from "reactive data service" to "proactive strategic thought partnership."

• Business Acumen: Develop a deep understanding of the COSMOPROF (BSG) business model to ensure all analytical deliverables are commercially relevant and directly impact the P&L.

Experimentation, Test & Learn, and SOPs (40%)

Lead and manage the end-to-end operations of strategic customer test & learn programs across CRM, marketing, lifecycle. Own audience strategy, test and control design, and ensure consistent and statistically sound test execution. Partner closely with CRM, Marketing, and test platform partners (e.g., APT) to ensure rigor, repeatability, and scalability of customer experiments. Establish and enforce measurement hygiene, including guardrails for attribution, incrementality, and performance readouts. Mentor and guide team members in advanced experimental design and customer measurement best practices.

• Audience Strategy & Design: Manage the operations of strategic customer campaign test designs (A/B testing, multivariate testing) and audience management in partnership with CRM. Move beyond basic demographics to build behavioral, psychographic, and value-based segments (e.g., RFM, propensity-to-buy) that drive targeted communication.

• Rigorous Measurement: Own the measurement framework (Test vs. Control) to ensure consistent, scientifically valid execution of campaigns.

• Standardization: Institutionalize and maintain Standard Operating Procedures (SOPs) regarding customer campaign measurement, reporting hygiene, and data integrity.

• Vendor Management: Drive the testing framework and maintain hygiene with external test platform partners (e.g., APT).

• Lifecycle Optimization: Partner with the CRM and Marketing teams to design data-driven customer journeys (Onboarding, Growth, Retention, Reactivation).

• Personalization: Lead the development of "Next Best Action" and product recommendation frameworks to ensure the right message reaches the right customer at the right time.

• Experimentation: Design and analyze A/B and multivariate tests for email, push, and in-app campaigns to optimize open rates, conversion, and incremental lift.

Advanced Analytics & Execution (25%)

• Data Pipeline: Lead the end-to-end development of customer 360 view and building data pipeline using Databricks and Python.

• Advanced Methodologies: Execute Market Basket Analysis (MBA) and customer segmentation to uncover hidden revenue opportunities.

• Data Engineering for Analytics: Utilize strong coding skills to engineer features and manipulate data within the Data Lake; you should be comfortable building your own pipelines to facilitate analysis.

• Ad Hoc Agility: Prioritize and deliver critical ad hoc analysis that supports the COSMOPROF (BSG) plan/forecast, balancing speed with statistical accuracy.

Team & Data Stewardship (10%)

• Data Governance: Act as the steward for customer data across the organization, ensuring accuracy in downstream tools (Power BI, Dashboards).

• Mentorship: Mentor junior analysts and foster a culture of technical excellence and business curiosity.

   

Knowledge, Skills & Abilities Requirements

• Education: Bachelor's degree in mathematics/Statistics, Computer Science, Economics, or related field required. Master’s degree preferred.
• Experience: 8+ years of experience in Data and Customer Analytics, with at least 2+ years in managerial or lead capacity.
• Industry: Proven track record in Retail, CPG, or customer analytics is highly desirable.
• CRM Expertise: Proven track record of using data to drive CRM strategy (Email/SMS/Push) and measurable business growth.
• Core Languages: Advanced proficiency in Python (pandas, scikit-learn) and SQL.
• Big Data & Cloud: Hands-on experience with Databricks, Spark/PySpark, and cloud environments (Azure/AWS). Familiarity with platforms like Salesforce is plus.
• Statistical Knowledge: Solid understanding of hypothesis testing, regression analysis, clustering (K-Means), Market Basket Analysis (MBA) and survival analysis.
• Visualization: Basis understanding of Power BI visualization is plus.
• Presentation: Mastery of PowerPoint and Excel. You must be able to build