Overview

The Senior Customer Analytics Specialist is responsible for leading the analysis of customer data to generate actionable insights that optimize CRM strategies. This role requires a deep understanding of customer behavior, segmentation, and lifecycle metrics, as well as the ability to develop advanced analytics models that drive decision-making. The Senior Customer Analytics Specialist will collaborate closely with various teams to ensure the efficient use of data, enhance CRM processes, and improve customer engagement and retention.

Responsibilities:
  • Integrate, compile, analyze and evaluate all sources of CRM data including customer, transactional, engagement and product data, and identify key trends
  • Develop and present detailed reports for management and the team to help them make more informed and impactful decisions, conduct analysis for CRM campaigns post-factum, assess user engagement in campaigns, deliver actionable insights and recommendations
  • Provide valuable insights into customer behavior, identify betting patterns and preferences during different stages of their lifecycle with the company, develop customer activity profiles through statistical analysis
  • Identify and define different customer segments and provide insights into efficient targeting, conversion and retaining of customers, monitoring monthly change of user categories
  • Develop a holistic view of the customer lifecycle and the impact of implemented CRM strategies throughout the entire lifecycle of the customer
  • Conduct business analysis, identify key factors and causation links by evaluating information gathered from multiple sources (including customer surveys) to form a solid understanding of business processes from low-level information and be able to make daily and monthly comparisons
  • Collaborate with other members of the team on various projects to ensure good quality data is being used, participate in manual and automated daily data reconciliation/manipulation, implement improvements for increased quality and efficiency of CRM processes
  • Undertake spontaneous initiation of analysis to generate customer insight or operational projects to add value to the CRM workflow
Required Qualifications:
  • 3+ years of experience as a data analyst
  • Proficiency in Google Sheets, including advanced formulas, pivot tables, and automation using Google Apps Script
  • Understanding of customer lifecycle metrics, retention analysis, and segmentation
  • Knowledge of A/B testing methodologies and experimentation frameworks
  • Exposure to machine learning techniques for predictive analytics
  • Ability to define, track, and analyze key performance indicators (KPIs) to evaluate and improve business performance
  • Ability to explain complex data insights to non-technical audiences, including executives and business teams
  • Experience in guiding and mentoring junior analysts, providing technical support, and ensuring best practices in data analysis
  • Identifying inefficiencies in data workflows and implementing improvements to enhance productivity and accuracy
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