CRM Analytics Manager- Americas

Job Description: We are looking for a CRM Analytics Manager that will analyze client data and client omnichannel journeys to drive and inform client development strategies and tactics in the Americas. He/ She will use our client database and Salesforce, and will collaborate with Global Team and the CRM Analytics community.

Key Accountabilities:

Analyze client data patterns to identify growth opportunities and inform client goals

• Serve as the in-house expert on client data in the region.
• Analyze large sets of client data to identify trends & patterns and generate insights to inform growth opportunities across clienteling, marketing, merchandizing and client experience.
• Partner with the merchandising team to better understand product trends by client segment and the role of each product category in the client journeys, and identify growth opportunities (cross-sell, up-sell, portfolio gaps etc.).
• Partner with global analytics teams on the development and rollout of segmentations and predictive client models (e.g., RFM, CLV), lead the definition of use cases and adoption / implementation in the region.

Track and measure client growth performance against goals

• Simplify client reports to enable simple tracking of performance vs. goals by market & store and help drive accountability at every level.
• Monitor weekly & monthly omnichannel client metrics and investigate key performance drivers to develop actionable insights and recommendations for retail and digital teams.

Support ad hoc client analysis requests

• Prioritize and conduct ad hoc client analysis for the Americas senior leadership team and key functional leads (marketing, merchandising, retail, ecommerce, etc.), generate simple and actionable insight and recommendations.
• Contribute to identify quantified future source of growth rooted in client insight.

Serve as Salesforce client data expert in the region, partner with retail and tech team on client data platform and process enhancements

• Partner on developing self-serve dashboards in Salesforce and improving platform capabilities around client metrics and performance tracking.
• Partner on continuously improving the data collection process.
• Identify and escalate any issue with data integrity and proactively work with stakeholders on fixing.

Community and Continuous Improvement

• Collaborate with Digital Analytics manager to inform broader omnichannel client insight.
• Promote the culture of data-informed decision making. Drive rigor and understanding of our clients' trends.
• Collaborate with Global Team and Client Analytics in other regions about data sources, business processes and KPIs definitions, to convey opportunities for improvement. Manage data cleaning initiatives in coordination with Global and other Regions.
• Collaborate with Global Team for the Client Data infrastructure transformation, providing constructive feedback on analytics needs, providing operational examples and testing opportunities.

Qualifications:

• 5-10 years of client analytics experience
• Strong data insights and problem-solving skills: experience leading complex analysis, developing analytics frameworks, and translating results into actionable and simple business recommendations
• Experience with Salesforce platform (analytics and admin) is a requirement, Experience with SAS, SQL, Tableau preferred
• Bachelor's degree

The hiring range for this position ranges from $125,885 - $177,720. The rate of pay offered will be dependent upon candidates' relevant skills and experience. Management is also eligible for bonus.