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: Manage the operations of strategic customer campaign test designs (A/B testing, multivariate testing) and audience management in partnership with CRM.
  • 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.

Skills & Abilities

• Ability to "connect the dots" across disparate data points to form a cohesive business recommendation.
• Ambition to Lead, as a self-starter who operates independently and looks for opportunities to scale processes and influence with comfortable challenging the status quo and presenting findings to non-technical senior leadership.
• Passionate Learner – inquisitive about the business; open to feedback and coaching, applies learning quickly; applies learning to improve processes and procedures, proactively shares learning with colleagues and leaders; realigning and reshaping projects.
• Flexible & Agile Adapter – responsive and open to change; works well with ambiguity; adapts to new plans or directions; keeps calm under pressure; perseveres to achieve the plan/task; doesn’t dwell on the past.
• Talent Builder – considers how we can create an inclusive culture; encourages input from others; invests time as an informal/formal coach or buddy; works to build a diverse team with the right skills and knowledge; looks for ways to acknowledge, motivate, and value the team.
• Effective Communicator – articulates in an appropriate and accurate manner; emotionally astute while remaining authentic to own style/self; encourages others to express views and opinions; demonstrates active listening and uses probing questions; is concise and relevant with data/info.
• Team Builder – references the importance of teamwork and actively demonstrates collaboration and sharing; builds and/or participates in effective teams; values the importance of inclusion and various sources of thought/input; humble when operating within a team.
• Customer Focused Partner – understands internal and external customer needs; contributes to plans and actions to improve the associate and customer journey/experience; holds self and team accountable for improving the customer experience; is an advocate for the customer.
• Strategic Thinker – progressive thinking with the ability to bring new ideas to life; works with others to develop progressive and cost-effective strategies; provides suggestions to improve upon continuous improvement and scalability within department; uses a broad range of data sources.
• Big Picture Thinker – understands own department and how other key departments operate; adopts an inclusive approach; seeks feedback reviews progress, and adapts plans as needed; understands interdependencies with other departments.
• Results Driver – effective at driving and delivering on plans; holds self and team accountable to high standard of delivery; suggests opportunities for innovation and continuous improvement; focuses on the right priorities and uses resources/time wisely; demonstrates grit and determination.
• Problem Solver & Decision Maker – able to consume department/operational data to identify business; identifies, gathers, and examines the relevant information; makes recommendations and takes action to solve challenges, considers importance/impact of decisions against relevant factors.