DESCRIPTION

Shopbop is looking for a Customer Insights Manager to support and contribute to the customer analytics and insights efforts at Shopbop. This role is critical to the improvement of insights and analysis of Customer data at Shopbop. You will work closely with the CRM team to develop the analytics roadmap and direction for customer related projects, to deliver self-service solutions, insights, and models to advance our insights offerings. You will be a key member of the insights team and play a vital role in driving customer loyalty by analyzing insights and partnering closely with marketing stakeholders and leadership. Your work will also improve the quality of data and insights at Shopbop, understanding end-to-end customer journey to help increase business and effectiveness against key strategic goals. The ideal candidate must be willing to effectively contribute to analytics solutions, prioritize across multiple stakeholders and projects and be ready to jump into a fast-paced, dynamic and fun environment.

Key job responsibilities
• Monitor the health of customer database and efficiency of budget allocation, making sure we are attracting, engaging and developing the right customer
• You will build and track monthly, quarterly and annual customer forecast/budget model
• Identify customer lifecycle journeys that inform marketing strategies; you will work closely with marketing partners to inform channel strategies that help us to acquire, retain and engage the customers
• Work as the internal analytics consultant for marketing teams and collaborate on long-term strategy together; you will work with our marketing partners to identify high value actions and reinforce them throughout the customer journey.
• Define and deliver reporting and visualization that supports the analytical needs of internal business leaders
• Drive self-service solutions for senior business stakeholders informing emerging customer trends
• Use analytical insights to help increase business and team effectiveness against key strategic goals
• Concept and execute our customer segmentation strategy; you will identify key segments that differentiate customers based on shopping behaviors, preferences and motivations, and present customer insights
• Experience with customer feedback and research tools including Qualtrics survey platforms
• Build a thorough understanding of the retail and e-commerce industry, customer loyalty and key internal partners across Prime and Amazon Fashion businesses.
• Educate and evangelize across internal teams on analytics, insights and measurement by writing whitepapers and knowledge documentation and delivering learning sessions.
• You are comfortable with ambiguous questions and creating a business-oriented plan to answer them
• Manage regular reporting to monitor customer behavior and support ad-hoc data requests.
• Work with our analytical partners to ingest new customer data