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The Sr. Digital Customer Analyst will work on a few different key growth drivers for DSW/DBI:
1. Ensuring alignment and support between key stakeholders across Finance, Digital, Marketing and others to develop pre-season daily demand and margin plans related to key activities and manage the ongoing projections, trends, results, and associated opportunities/risks.
2. Supporting our transformation in creating, auditing, improving analytic frameworks and dashboards to drive the initiatives focused on the customer lifecycle (acquisition, retention, reactivation) across DSW (both in stores and digitally) and DBI (when applicable).
This role requires the comprehensive understanding and clear communication of the end-to-end customer journey – spanning transactional behavior, as well as longer-term behavior. This involves providing day-to-day leadership and management of key reports and analyses from the team, including primary analytical support for financial projections, results analysis, improvement recommendations, and results communication. This also includes developing go-forward views of lifecycle customer trends and work with the business teams to put these into action
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Reports to: Sr Manager Digital Customer Analytics
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Essential Duties and Responsibilities:
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- Manages, oversees and accountable for all output related to planning and forecasting deliverables
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- Establishes, audits, and improves standardized measurements and reports, best practices, and processes to deliver business insights and drive decision making on both short-term and long-term KPIs.
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- Develops and manages daily sales and margin expectations/results for key activities
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- Identifies and communicates sales trends, opportunities/risks, and impacts of sales changes, including impacts to the relationship of Finance R&O views
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- Builds customer segmentation frameworks that differentiate customers based on their shopping behaviors, preferences, and motivations based on behaviors, preferences, and motivations
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- Translates data into actionable insights used as guidance toward developing campaigns that optimize customer retention and lifetime value
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- Analyzes customer attribute including online/offline behavior data to produce quality insights that drive business strategies and value
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- Recommends and influences business partners on test or roll-out changes to improve efficiency, effectiveness, and/or return of future campaigns
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- Translates data into compelling storytelling and confidently presents to influence key stakeholders.
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- Designs and develops ad hoc queries, analysis, and reporting surrounding initiatives/projects, programs, and metrics
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- Turns business questions into functional analysis – understands the business behind the analysis including financial impacts in terms of sales, margin, expense, and customer KPIs
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- Identifies, recommends, and implements process changes to improve efficiencies and support our strategic objectives
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Required Skills:
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- Proficient in MS Excel (graphing, pivot tables, data manipulation, formulas, etc.)
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- Strong analytical skills, including data retrieval, organization, presentation and summary
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- Ability to thrive in a highly quantitative, fast-paced environment with changing business needs
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- High degree of initiative, personal responsibility and ownership
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- Detail-oriented with strong organizational and project management skills
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- Demonstrated critical thinking and problem-solving abilities
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- High degree of analytical curiosity including ability to identify and proactively solve problems
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- Ability to effectively prioritize and manage multiple projects simultaneously while meeting deadlines; strong time management skills
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- Ability to work in a multi-team environment, in which various business owners and partners require support
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- Ability to foster relationships with cross-functional counterparts and key stakeholders at all levels of the organization
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- Excellent written and verbal communication skills
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- Experience with reporting or query tools (SQL proficient, Google Cloud Platform – Big Query)
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Experience:
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- 5+ years’ experience in a financial or marketing planning, reporting, or analytical role
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- Experience in deep dive analysis on customer attribute and online/offline behavior
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- Experience with developing and evolving customer segmentation frameworks
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Preferred Qualifications:
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- Majors preferred: Finance, Accounting, Marketing, and Statistical Management
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Education:
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- Bachelor's Degree in business related or marketing field
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