Analyst, CRM

New York, New York, USA
22 Jul 2021
09 Sep 2021
Primary Purpose:
As a data analyst, you will help the Coach Outlet marketing team deliver measurable data within the company to guide decisions and find new business opportunities. An ideal candidate would be customer centric and proactive in looking for new solutions and in learning new skills.
You will partner with the Tapestry Center of Excellence (COE) to define the customer segmentation for direct marketing campaigns, audience selection and data distribution for the North America Outlet channels. You will work closely with business partners to understand what business decisions need to be made and leverage data + dashboards to help make decisions. You will constantly optimize and check assumptions using A/B testing and other analysis to ensure the best customer experience.
This position will report to the Director of Retention and Membership.
To be successful in this role, a good candidate will need...
- Strong interpersonal skills and ability to work across teams with varied needs
- Ability to prioritize workloads appropriately with respect to urgency and potential impact
- Excellent attention to detail and to be process driven
- Experience using Audience Selection tools (Unica / IBM Campaign Preferred)
- Comfortable with using Tableau
- A passion for being the voice of the customer to business stakeholders
- 1-3 years using SQL to query large data sources
Your responsibilities will include...
- You will have the opportunity to make an impact in developing our customer segmentation strategy and maximizing their lifetime value and frequency of return.
- This is a hybrid role which requires strategic thinking in the retention and customer experience space as well as heavy analytical skills so as to work with raw data to formulate insights and actions.
- Clean, prepare and explain datasets use advanced analytics to identify key trends, size up opportunities, and then work closely with business leaders to turn those opportunities into action
- Partner with Coe to streamline automation to help us scale and ensure ongoing data integrity
- Rapidly deliver insights on A/B testing
- Assist in building compelling presentations that communicate clear actionable insights
- Develop strong cross-functional partnerships across the company (Data Engineering, Data Technology, Tapestry COE, Marketing, Customer Experience) to drive our team's success
- Work with cross-functional business partners to align messaging strategies and audience
- Define the segmentation strategy for Direct and Digital Marketing
- Partner with the COE on the day-to-day management of the CDP (customer data platform) to support customer segmentation
- Partner with COE on the creation and recording of metadata around our campaigns to support reporting and analysis
- Identifies testing opportunities with an eye on retaining customers
- Develops customer approach for retention efforts i.e. segmentation strategy for multi-channel customers
- Adhoc customer analysis on key testing initiatives
- Work with vendors to scope new direct marketing programs and build new workflows

Our Competencies for All Employees
- Drive for Results:Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
- Customer Focus:Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
- Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
- Learning on the Fly:Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
- Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
- Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
Our Competencies for All People Managers
- Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
- Building Effective Teams: Blends people into teams when needed; creates strong moraleand spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
- Managerial Courage: Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. #LI-JV1 Visit Coach at

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