Head of Customer Analytics & Loyalty Growth

SNIPES; Bensalem Township (Bucks County); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Generous Employee Discount

Paid Holidays

Summer Hours

PTO (Paid Time Off)

Bonus Plan

Affordable Health Insurance

Retirement Contributions

Job summary

SNIPES seeks a Manager of Customer Analytics to turn customer data into actionable business insights, leading the Data Insights Analyst and shaping the analytics agenda. You will center the customer voice in company-wide discussions with the numbers behind it, guiding loyalty, CRM, and commerce impact across web, app, and store.

You will own KPI frameworks, partner with IT and vendors to unify data, and drive measurement that informs growth and customer experience strategies at SNIPES.

Qualifications

• 5+ years in analytics, consumer insights or customer measurement.
• Management experience preferred.
• Direct experience with loyalty, membership or subscription data.
• Fluent in SQL and at least one BI platform (Looker or Salesforce 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.
• Experience presenting to executives in plain language with sized business impact.
• Experience standing up a measurement function rather than inheriting one.

Responsibilities

• 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
• 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
• 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

Skills

SQL

Data analytics

Customer insights

Leadership

Data storytelling

Tools

Looker

Salesforce

Job description

SNIPES seeks a Manager of Customer Analytics to turn customer data into actionable business insights, leading the Data Insights Analyst and shaping the analytics agenda. You will center the customer voice in company-wide discussions with the numbers behind it, guiding loyalty, CRM, and commerce impact across web, app, and store.

You will own KPI frameworks, partner with IT and vendors to unify data, and drive measurement that informs growth and customer experience strategies at SNIPES.