Head of Customer Analytics & Loyalty Insights

UKG; Bensalem Township (Bucks County); On-site; USD 120,000 - 170,000; 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 USA seeks a Manager of Customer Analytics to own the path from raw customer data to named business action. You 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.

You will turn data into decisions that drive loyalty, CRM, and commerce outcomes across web, app, and store, including lifecycle and CRM performance.

Qualifications

• 5+ years in analytics, consumer insights or customer measurement. Retail, ecommerce or omnichannel preferred.
• Management experience preferred
• Direct experience with loyalty, membership or subscription program 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
• Prior 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

Skills

SQL

Looker

Salesforce

Data analysis

Data visualization

Education

Bachelor's degree in a related field

Tools

Looker

Salesforce

Job description

SNIPES USA seeks a Manager of Customer Analytics to own the path from raw customer data to named business action. You 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.

You will turn data into decisions that drive loyalty, CRM, and commerce outcomes across web, app, and store, including lifecycle and CRM performance.