Manager of Customer Analytics

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

We live sneakers, streetwear, and neighborhood culture! All Day! Every Day!

With more than 750 stores in Europe and the USA, SNIPES is one of the leading sneaker and streetwear retailers worldwide. Since opening its first store in Essen, Germany in 1998, SNIPES has been an integral part of street culture and is constantly growing thanks to its proximity to the community and regular openings worldwide.

At SNIPES, everything revolves around youth culture. In stores and online at snipes.com and snipesusa.com, our community finds a wide range of internationally renowned sneakers and apparel brands for the latest fits from head to toe. We dive deep into subcultures, sponsor some of the biggest hip-hop festivals, events, and sports teams throughout the world to stay close to our community and keep our deep roots in the global street culture community. Therefore, we work closely with key figures from the scene like DJ Khaled, our Chief Creative Officer. But whether it’s sponsorships or developing grassroots projects – we prioritize giving back to the community in everything we do.

SNIPES has always kept an ear to the streets to create a meaningful impact in the communities we serve. Through our community program “SNIPES serves” and its localized approach we support the needs of our communities, empower, and celebrate our dynamic culture.

Overview

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

• 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
• Adaptable and Flexible
• Disciplined and self-motivated

Benefits with SNIPES

• Generous Employee Discount
• Paid Holidays
• Summer Hours
• PTO (Paid Time Off)
• Bonus Plan
• Affordable Health Insurance
• Retirement Contributions

Snipes USA and all its subsidiary Companies are equal opportunity employers. We will not discriminate or make hiring decisions based on race, religion, creed, color, national origin, sex, political affiliation, sexual orientation, or any other criteria that would violate any Federal or State laws