Sr. Manager Digital Customer Analytics

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GENERAL SUMMARY:The Senior Manager, Customer Analytics leads the team who provides data driven insights and analyses related to evolving the optimal customer framework used to drive the DSW business. This role supports the customer lifecycle initiatives (acquisition, retention, reactivation) executed across DSW in all channels. This position collaborates with cross functional teams across Digital, Stores, IT, Analytics, Logistics, Media, Loyalty to develop insights-driven campaigns and activities aimed at optimizing revenue and customer engagement. This involves providing day-to-day leadership and management of key reports and analyses, including primary analytical support for financial projections, results analysis, improvement recommendations, and results communication. This role will be critical in developing go-forward views of lifecycle customer trends and will work with the business teams to put these into action.

REPORTS TO:VP - Digital Analytics and Customer Insights

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 
*Develops and evolves customer segmentation frameworks that differentiate customers based on their shopping behaviors, preferences and motivations
*Analyzes and communicates the end-to-end customer journey from transactional behavior to long-term behavior
*Conducts deep dive analysis on customer attribute and online/offline behavior data to produce quality insights that drive business strategies and value
*Translates data into actionable insights utilized as guidance toward developing campaigns that optimize customer retention and lifetime value
*Develops dashboards and other self-service portals that can provide business partners with actionable insights to drive decision making
*Studies business objectives to ensure that behavioral analytics and insights represent current business objectives and are embedded in decision making
*Identifies and communicates sales trends, opportunities/risks, and impacts of sales changes, including impacts to the relationship of Finance R&O views
*Establishes standardized measurements and reports, best practices, and processes to deliver business insights and drive decision making
*Turns business questions into functional analysis - understands the business as well as the data behind the analysis
*Translates business decisions into financial impacts in terms of short-term KPIs (sales, margin, expense) and long-term customer value (retention, LTV etc.)
*Identifies, recommends, and implements process changes to improve efficiencies and support our strategic objectives
*Trains, coaches and mentors stakeholders to ensure insights and analysis are utilized and adapted to the business needs
 

REQUIRED SKILLS:

 
*Efficient analytical problem-solving skills with the ability to quickly scope and deliver on an analytical ask and to work iteratively to refine a solution as needed
*Detail-oriented with strong organizational and project management skills
*Ability to explain complex analysis to influence marketing and executive leadership
*Ability to thrive in a highly quantitative, fast-paced environment with changing business needs
*High degree of initiative, personal accountability and ownership
*High degree of analytical curiosity including ability to identify and proactively solve problems
*Ability to work in a multi-team environment, various business owners and partners require support
*Ability to foster relationships with cross-functional counterparts and key stakeholders at all levels
*Understand customer segmentation planning and targeting (R/F/M)
*Excellent written and verbal communication skills
*Proficient in MS Excel (graphing, pivot tables, data manipulation, formulas, etc.)
 

EXPERIENCE:
*Experience with reporting or query tools (SQL, MSI a plus)
*6+ years of experience in a increasingly complex and strategic analytical role (retail, finance, tech etc.)
*3+ years of experience managing or leading team of associates
 

PREFERRED QUALIFICATIONS:

*E-commerce planning/analysis
 

EDUCATION:

*Bachelor's Degree - Business, Finance, Marketing, or analytical emphasis

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