Manager, Customer Retention Strategy & Analytics

About The Opportunity You’ll lead the analytical agenda for customer retention for Grubhub’s Growth organization, focused on the levers that drive lifetime value. This includes diagnosing what makes customers loyal, identifying where retention is strongest or weakest across segments and behaviors, and shaping how the organization invests in marketing or experiences to deepen the relationships that matter most. You’ll work closely with the analysts embedded in our loyalty and partnerships ecosystem, bringing a cross-program view that connects their work to broader retention strategy. This is a business analytics role, not a reporting role. You’ll diagnose what drives lifetime value, identify opportunities the organization hasn’t yet recognized, and translate that work into the narratives that shape where retention investment is directed. Executives will turn to you for a point of view on customer behavior, and that perspective will influence investment decisions. You will also own the measurement frameworks the Growth organization relies on: customer lifetime value, retention curves, cohort economics, and the goal-setting that connects initiative-level optimization to organization-level KPIs. Reporting in this role is treated as a data product, designed for clarity, adoption, and decision impact rather than as a recurring deliverable. You’ll partner closely with CRM, Portfolio Analytics, Product, and Finance. The problems are ambiguous, the pace is fast, and the work has visibility from team leadership through the executive level. The path forward for the right person is broader strategic scope and increasing executive engagement. The Impact You Will Make The retention insight agenda. Diagnosing what drives lifetime value across the customer base, where retention is strengthening or eroding, and what the organization should do about it. Setting analytical priorities proactively rather than responding reactively to requests.Customer lifetime value and retention measurement. The frameworks that quantify customer value, how it evolves over time, and how marketing, pricing, product, and care investments compound across the customer lifecycle.Cross-program retention strategy. Connecting insight across GH+, partnerships, and the broader customer base to inform where retention investment should be directed. Partnering with program-level analysts to translate their findings into organization-level decisions.Experimentation across the lifecycle. Test design, results synthesis, and the translation of findings into decisions, including the causal inference judgment around when a methodology fits the question and when results generalize.The reporting layer for retention. Dashboards, analysis-ready datasets, and self-service tools, designed for reusability and adoption, not one-time use. Reinventing what isn't working and automating what shouldn't require manual effort.Goal-setting and performance analysis. Partnering with Growth leadership to develop the goals the organization is measured against, then running the analysis that informs whether targets are being met and what to adjust.The narrative. Translating analysis into executive-ready stories that move strategy and unlock investment. What You Bring to the Table 4-6+ years in an analytics role with a track record of influencing meaningful business decisions through dataDemonstrated ability to independently structure ambiguous business questions, conduct sophisticated analysis, and land the resulting narrative with senior stakeholdersDeep SQL fluency, with the ability to independently extract and analyze complex data to answer high-stakes business questionsStrong instincts for experimentation and causal measurement, including the judgment to match methodology to the question at handStrong experience with data visualization tools (Tableau, Looker, or similar), with a clear point of view on what makes reporting useful and adopted, and an automation mindset that reduces manual effort over timeCross-functional credibility across Marketing, Finance, Product, CRM, and executive stakeholdersFluency with adopting AI tools (LLMs, MCPs, and emerging technologies) in your analytical workflow, with a demonstrated portfolio of applied workA track record of building reusable analytical infrastructure–systematized datasets, modular reporting layers, or self-service tools–not just delivering one-off analysesUp to 10% travel expected Got These? Even Better Experience in subscription, marketplace, or multi-sided platform businessesHands-on experience with loyalty, CRM, or lifecycle marketing analyticsExperience designing and evolving CLV or retention measurement frameworksExperience partnering with cross-functional stakeholders to align on metric definitions and build shared reporting foundations Python or similar for advanced analysis and automationConsulting background or other exposure to multiple business models As a matter of company policy, Wonder does not sponsor applicants for employment visa status for this role. Our hybrid model requires 3 days a week in the office. That said, many team members choose to come in more often to take advantage of in-person collaboration and connection. You're welcome—and encouraged—to be in the office up to 5 days a week if it works for you. Illinois: $115,000 per year. New York: $128,000 per year. Wonder uses geographic-specific salary structures, which means the salary offered may vary depending on where the job is located. The final salary offer will take into account various factors, such as the candidate's skills, education, training, credentials, and experience. Benefits The benefits applicable to this role include a competitive compensation package with equity and a 401(k). We also offer a choice of medical, dental, and vision plans, company paid short and long term disability coverage, paid time off including flexible time off for exempt employees, paid vacation for non-exempt employees, and paid sick leave in compliance with applicable law in addition to paid parental leave, discounted meals and exclusive perks across the Wonder family of brands. Eligibility, effective dates, and available plan options vary by employment classification and location. To learn more about benefits for this role, visit our Careers page here. A Final Note At Wonder, we build the best teams by hiring with an objective lens — evaluating people for their potential while championing diversity, equity, and inclusion. We do not discriminate based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class. As part of our commitment to fair and compliant hiring practices, Wonder participates in the federal government's E-Verify program to confirm employment eligibility. If you need an accommodation during the interview process, please let your recruiter know. We look forward to hearing from you! We'll contact you via email or text to schedule interviews and share information about your candidacy.