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Featured Employers
Sr. Manager of Customer Insights
Company: Eileen Fisher
Location: Remote in the Northeast US, US
Employment Type: Full Time
Date Posted: 05/14/2021
Expire Date: 07/14/2021
Job Categories: Retail/Wholesale
Job Description
Sr. Manager of Customer Insights
- This is a remote position in the Northeast United States -

EILEEN FISHER creates simple, timeless shapes designed to work together effortlessly, season after season. We make our clothes to last—and then take them back to be reworn again or remade into entirely new designs. We believe in the fundamental potential of every person—our employees, our customers and those who make our clothes—and are committed to creating conditions that empower people. It’s all part of our commitment to doing business in a way that helps build a better industry. And a better future. EILEEN FISHER is one of the largest women’s fashion companies to be a certified B Corporation, which means we voluntarily meet high criteria for social and environmental performance, accountability and transparency.

Position Summary:

As the Senior Manager of Customer Insights you will blend the science and art of growing revenue across our Direct to Consumer channels through innovative strategies and tactics designed to acquire, retain, reactivate and reward customers across all segments. The role has large elements of hands-on data science delivering insights, models, and analysis. You will glean meaningful insights and actionable recommendations that cross-functional partners in Marketing, Buying and Ecommerce can act upon to improve our customers experience, our business operations and financial results. You are a talented leader, and you are eager to mentor and inspire your talented team - collectively you will drive the execution of these programs.

Duties and Responsibilities:

Business Strategy Leader for CRM Database and Analytics platform (Merkel)
Lead CRM vendor relationships, develop and maintain successful vendor deliverables, focused on continuous relationship management and capabilities assessment
Responsible for the delivery of predictive and descriptive models, including attribution modeling, churn drivers, cost of acquisition, and customer lifetime value
Use behavioral, demographic and psychographic data to create meaningful consumer segmentations—mapping them to our existing and target customer; Monitor customer migration across various predetermined segments
Define and monitor success at the program, customer segment and campaign levels. Identify and report on Health of the Customer KPIs to track effectiveness of the all programs and assess levels of Brand loyalty over time
Define and implement best in class data science practices to ensure that insights are timely, actionable, and accurate
To deliver short term results but also to build the right capabilities for the future
Including: People, partners, processes, skills, tools, infrastructure, and data
Ensuring always full compliance with data protection and other regulations
Manage and direct all aspects of market research, including both qualitative and quantitative methodologies and analyses
Develop and manage an innovative Loyalty Program (short term and long term)
Serve as a knowledge leader, using structured problem solving to craft and execute thoughtful insights and agendas
Create and maintain a formal process to update and share findings with cross-functional partners. Drive target customer understanding and advocacy throughout the organization
Apply strategic and analytical skills to major company challenges.
Build out Net Promoter Score, OSAT and other key customer metrics, sharing trends and insights with our leadership and customer-facing teams
Supervise CRM Operations, Loyalty Associate and CRM Analyst
Qualifications & Requirements
Education: Bachelor’s degree in Marketing, Market Research, Business and/or Consumer Studies; Master’s degree a plus

Experience:

5+ years in Data Science, CRM, Loyalty, Customer Insights, Market Research, or Business Analysis; 2+ years in a management role
Prior CRM/Loyalty program development including detailing functional requirements
Experience in women’s apparel preferred
Must have mastery of Business Intelligence Software (Tableau and Google Analytics are plus)
Broad understanding of analytical processes including but not limited to data management, forecasting, optimization, predictive modeling, and visualization
Extensive experience analyzing customer behavioral data
Knowledge of both qualitative and quantitative methodologies in data analytics
Exemplary verbal and written communication skills
Ability to engage an audience with persuasive, data-based story telling. Strong presentation skills
Leadership in developing strategies and executing against roadmap to drive change
Experience managing teams
Technical proficiency and knowledge of CRM database solutions and feeds, loyalty, and analytical systems
EILEEN FISHER, Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status.
Contact Information
Company Name: Eileen Fisher
Company Description:
Luxury Retail apparel
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