SR MANAGER CUSTOMER ANALYTICS

Responsibilities

• Strategic Business Partnership & Storytelling (25%)
  • Synthesize & Persuade: Serve as the primary storyteller for the COSMOPROF (BSG) business unit.
  • Consultative Leadership: Interface directly with the COSMOPROF (BSG) Senior Leadership Team (SLT).
  • Business Acumen: Develop a deep understanding of the COSMOPROF (BSG) business model to ensure all analytical deliverables are commercially relevant and directly impact the P&L.
• Experimentation, Test & Learn, and SOPs (40%)
  • Lead and manage the end-to-end operations of strategic customer test & learn programs across CRM, marketing, lifecycle.
  • Own audience strategy, test and control design, and ensure consistent and statistically sound test execution.
  • Partner closely with CRM, Marketing, and test platform partners (e.g., APT) to ensure rigor, repeatability, and scalability of customer experiments.
  • Establish and enforce measurement hygiene, including guardrails for attribution, incrementality, and performance readouts.
  • Mentor and guide team members in advanced experimental design and customer measurement best practices.
• Audience Strategy & Design (25%)
  • Manage the operations of strategic customer campaign test designs (A/B testing, multivariate testing) and audience management in partnership with CRM.
  • Move beyond basic demographics to build behavioral, psychographic, and value-based segments (e.g., RFM, propensity-to-buy) that drive targeted communication.
  • Rigorous Measurement: Own the measurement framework (Test vs. Control) to ensure consistent, scientifically valid execution of campaigns.
  • Standardization: Institutionalize and maintain Standard Operating Procedures (SOPs) regarding customer campaign measurement, reporting hygiene, and data integrity.
  • Vendor Management: Drive the testing framework and maintain hygiene with external test platform partners (e.g., APT).
  • Lifecycle Optimization: Partner with the CRM and Marketing teams to design data-driven customer journeys (Onboarding, Growth, Retention, Reactivation).
  • Personalization: Lead the development of "Next Best Action" and product recommendation frameworks to ensure the right message reaches the right customer at the right time.
  • Experimentation: Design and analyze A/B and multivariate tests for email, push, and in-app campaigns to optimize open rates, conversion, and incremental lift.
• Advanced Analytics & Execution (25%)
  • Data Pipeline: Lead the end-to-end development of customer 360 view and building data pipeline using Databricks and Python.
  • Advanced Methodologies: Execute Market Basket Analysis (MBA) and customer segmentation to uncover hidden revenue opportunities.
  • Data Engineering for Analytics: Utilize strong coding skills to engineer features and manipulate data within the Data Lake; you should be comfortable building your own pipelines to facilitate analysis.
  • Ad Hoc Agility: Prioritize and deliver critical ad hoc analysis that supports the COSMOPROF (BSG) plan/forecast, balancing speed with statistical accuracy.
• Team & Data Stewardship (10%)
  • Data Governance: Act as the steward for customer data across the organization, ensuring accuracy in downstream tools (Power BI, Dashboards).
  • Mentorship: Mentor junior analysts and foster a culture of technical excellence and business curiosity.

Qualifications

• Education: Bachelor's degree in mathematics/Statistics, Computer Science, Economics, or related field required. Master’s degree preferred.
• Experience: 8+ years of experience in Data and Customer Analytics, with at least 2+ years in managerial or lead capacity.
• Industry: Proven track record in Retail, CPG, or customer analytics is highly desirable.
• CRM Expertise: Proven track record of using data to drive CRM strategy (Email/SMS/Push) and measurable business growth.
• Core Languages: Advanced proficiency in Python (pandas, scikit-learn) and SQL.
• Big Data & Cloud: Hands-on experience with Databricks, Spark/PySpark, and cloud environments (Azure/AWS).
• Familiarity with platforms like Salesforce is plus.
• Statistical Knowledge: Solid understanding of hypothesis testing, regression analysis, clustering (K-Means), Market Basket Analysis (MBA) and survival analysis.
• Visualization: Basis understanding of Power BI visualization is plus.
• Presentation: Mastery of PowerPoint and Excel. You must be able to build a deck that tells a story, not just display charts.