CRM Data & Insights Manager

CRM Data & Insights Manager

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EN – JOB DESCRIPTION

POSITION PURPOSE

The CRM Data and Insights Manager oversees all Beauty Pass data, insight, and analytics efforts to drive impactful decision-making across the organization. This remit ensures seamless and real-time access to data; and drives his/her team to generate strong insights and actionable reports. He/she will have a track record of expertise in identifying data requirements, turning raw data into compelling insight and working with relevant Sephora teams to identify/action opportunities.  The CRM Data and Insights Manager needs to be an effective project manager who can prioritize work, drive deliverables and collaborate effectively with teams. He/she should also be a strong team manager able to inspire, nurture and grow team members.

KEY ACCOUNTABILITIES

LOYALTY HEALTH MANAGEMENT

• Oversee the main program KPIs, create accurate monthly forecasts and reconcile monthly versus actual.
• Lead the monitoring of key loyalty program health metrics to identify status/risks and deep dive into insight/trends.
• Leverage data to provide actionable insights that further optimize program performance and enhance customer retention.
• Regularly present findings to stakeholders in a clear, digestible format to inform strategic decisions.

DATA AND INSIGHT OVERSIGHT

• Manage all incomings data requests to support the Sephora business with loyalty-related data around stores, e-commerce, brands and more.
• Lead all discussions and requests with team to support:
  • Insight and reporting needs for thematic campaigns and brand/product launches.
  • Splits, forecasts, run rates and redemption for gifting and more.
  • Segmentation, insights and A/B testing for communications.
• Set up a prioritization framework to handle competing demands and split work amongst team members effectively.
• Monitor workload and incoming requests to stay on top of backlog, new requests and work in progress with constant flags to delivery risks.

REPORTING AND ENABLEMENT LEADERSHIP

• Oversee the delivery of scheduled weekly and/or monthly reports to various areas of the business leadership teams with a focus on loyalty metrics in-store and online.
• Manage and maintain user-friendly reports and dashboards that provide key real-time metrics easily accessible and understood by the larger organization.
• Share reports on a consistent cadence with strong ‘so what’ implications to ensure stakeholders are well-informed and can take effective decisions.
• Continue to drive data excellence across the organization by constantly aligning with other insight experts across the group including Offers, E-commerce and Retail.

STAKEHOLDER MANAGEMENT AND REQUEST OPTIMIZATION

• Manage strong relationships with various business teams to understand their data needs and ensure that delivered result is relevant and timely to their business challenges.
• Organize and manage all incoming data requests, ensuring clarity in ask and purpose of data required.
• Create an effective data repository of all previous reporting and dashboards to ensure access and sharing across teams and requestors
• Be the point of contact for all Global and Central teams in the areas of data, insights and analytics
• Constantly coordinate with Global and Central tech teams to ensure access to correct data platforms/systems and reliability of data pulled

SKILLS, EXPERIENCE & PERSONALITY

• 5+ years of relevant experience in pulling and analyzing large datasets, and creating actionable insights
• Track record of success in leveraging data to drive business decisions with demonstrated impact
• Preferred experience working within the retail industry focused on multiple brands and products as well as complex data segments
• Bachelors degree in Analytics, Computer Science or equivalent
• Adept at quickly learning new data platforms and a master at leveraging tools to quickly and effectively analyze data. Knowledge of Power BI is preferred
• Strong project manager who is able to take on multiple and conflicting requests and effectively create a delivery plan across team members
• Excellent communication skills (oral, written, and interpersonal) and ability to work in teams

Most importantly, the ideal candidate needs to live and breathe the Sephora Culture, DNA and Employee Value propositions (EVP). They need to have excellent authentic communication and influencing skills and be energized by working in a fast paced, dynamic environment.