Customer Insights Analyst

4 weeks ago

Collingwood, Ontario, Canada Bose Full time
Position Overview:
As a key member of our Customer Analytics team, you will play a crucial role in enhancing our CRM and Loyalty initiatives at Bose. Your expertise in customer analytics will be instrumental in refining our engagement strategies and driving customer satisfaction.

Key Responsibilities:
1. **Insights Development:** Provide actionable insights and optimization strategies for our CRM and Loyalty programs, ensuring they align with our brand's commitment to excellence.
2. **Program Structuring:** Develop recommendations to create a program that fosters customer advocacy and rewards loyalty, continuously improving through testing and learning opportunities.
3. **KPI Framework:** Establish an effective KPI framework to measure and enhance program performance, forecasting the incremental value for annual business planning.
4. **Strategic Recommendations:** Inform broader customer and channel strategies with your insights, driving business growth through informed decision-making.
5. **Measurement Framework:** Lead the development and execution of the CRM program analytics agenda, refining measurement practices to maximize business revenue impact.
6. **Stakeholder Advisory:** Advise business stakeholders on CRM best practices, audience targeting, and testing methodologies, delivering comprehensive measurement plans.
7. **Personalization Strategy:** Leverage CRM personalization as a core strategy to enhance customer loyalty, engagement, and advocacy.
8. **Performance Insights:** Act as a subject matter expert in customer analytics, providing insights on program performance to support strategic initiatives.
9. **Roadmap Contribution:** Contribute significantly to Bose's three-year CRM roadmap, aiming to establish a best-in-class marketing program.
10. **Annual Planning:** Collaborate on annual plans that maximize value through various CRM channels, including Email, App Messaging, Direct Mail, and SMS.
11. **Analytics Roadmap:** Execute on the analytics roadmap to improve our self-service Loyalty, CRM, and Customer dashboards.

Qualifications:
- Bachelor's Degree in marketing, business, or statistics.
- Extensive knowledge of CRM channels, including Email, Direct Mail, App Messaging, and SMS.
- Over 5 years of experience in customer database analysis with a focus on CRM, retention, and loyalty practices.
- Proven experience in campaign analytics, including incrementality measurement and test design.
- Strong presentation skills, with experience presenting to executive audiences.
- Proficient in data analysis, capable of transforming data into compelling narratives for business decisions.
- Ability to manipulate data independently using SQL or Python.
- Familiarity with CRM platforms such as Salesforce Marketing Cloud and Adobe Campaign Manager is highly desirable.
- Technical knowledge of data visualization tools like Power BI or Tableau is preferred.

Bose is committed to fostering an inclusive and diverse workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. Diversity and inclusion are integral to our success, and we believe in providing reasonable accommodations as part of our commitment to being an employer of choice.

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