Senior / Advanced CRM Data Analyst

Who we are

SeekWell is the parent company of 1-800 Contacts, Luna, and Hello Eyes. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer and optometrists squirm. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built an excellent company and changed an industry by putting the customer first, always. The best is yet to come!

Why you want this job

As an Advanced CRM Data Analytics Manager, you will play a crucial role in driving innovation and ensuring the ongoing success of the company. You will provide and develop essential data, metrics, and analysis to meet business needs and ensure exceptional customer experiences. You'll have the chance to leverage cutting-edge data resources, tools, and insights that will directly impact business management, revenue growth, and customer lifecycle improvements. You’ll be at the center of our strategy, working with key leaders across marketing, product management, and senior executives to develop insights that push the business forward. This is an opportunity to elevate your career and shape the future of CRM data analytics at a thriving company.

What you'll Do

You will work with other leaders to identify and understand CRM opportunities, create data-driven recommendations, and support the implementation of new initiatives that help manage and improve business performance.  Below are some example areas of involvement: 

Key Functional Areas:

• Multi-channel Outreach (email, SMS, outbound call, etc.)
• Cross-channel and storefront personalization leveraging real-time decision capabilities
• Media / channel impacts on customers and repeat buying behavior
• Machine learning (analysis of predictive modeling, reinforcement learning)

Data Analysis and Insights:

• Collaborate with CRM leadership to identify key opportunities and provide analytical support
• Analyze customer behavior to inform personalization, customer engagement, improve / increase revenue, retention, reactivation, and product cross-selling
• Activate data by transforming raw data into actionable insights and recommendations with the ability to collect, clean, and transform data from multiple sources to ensure accuracy, consistency, and reliability of data and metrics used to enable effective analytical efforts
• Understand the omni-channel customer experience, evaluate opportunities, provide recommendations, and help push strategic projects forward
• Assist in testing based on spend, discount, segment, channel, product, or customer, in real time or outreach campaigns
• Perform daily, weekly, monthly, and quarterly, and ad-hoc business performance insights tied into long-term strategic goals
• Create regular and ad-hoc reports to provide accurate and actionable information to stakeholders, including senior management and CRM teams
• End-to-end analysis and insights across initial data collection, recurring dashboards / KPI measures, and leveraging all available analytical resources and tools to spotlight new ways to think about customers, channels, and/or customer experiences differently
• Analyze results of projects, connecting the dots with multiple data sets and metrics to examine and improve performance across multiple KPIs (revenue, margin, volume, customer experience, etc.
• Understand and have implemented AI / ML models (predictive, reinforcement learning) to generate internal analytical success measures, recommend improvements, monitor model performance, and analyze other diagnostics to reduce reliance on 3^rd party AI / ML analytics and expertise
• Synthesize customer insights from AI / ML model outputs and from analyzing patterns/relationships among customer features used by the model
• Ability to analyze performance/uplift of efforts and customer insights which includes visualizations such as Tableau dashboards for ongoing monitoring / assessment

Stakeholder Partnerships

• Collaborate with the CRM team to define KPIs, establish benchmarks for campaign success, and create personalized and relevant experiences for different customer segments
• Coordinate with technical teams to leverage data from multiple sources, ensuring accurate and comprehensive analytics and successful deployment of new solutions
• Work with teams to implement analytics stories, bridging the gap between business and the data teams
• Articulate analysis and recommendations to pertinent stakeholders at various levels within the organization
• Align analytics initiatives with overall business objectives and CRM goals
• Provide thought leadership and guidance on best practices in CRM data analytics

Why we will love you

If you are a go-getter who loves finding and solving problems, with a desire to contribute to a positive, entrepreneurial, data-driven culture, this job may be for you. Below are some key qualifications for this role: 

• Even more important than specific qualifications, we are looking for a very collaborative team player – Someone who can collaborative effectively within cross-functional teams, gain a clear understanding of our CRM business and customer experiences, and shows initiative to proactively provide insights and innovate how to transform the business.
• Bachelor’s degree in Analytics, Statistics, Business, Economics, or related field; Master’s degree is a bonus
• Proven experience (5+ years) in CRM analytics or similar role, with a track record of delivering actionable insights
• Proficiency in data analysis tools such as SQL, Python, R, and advanced Excel
• Power-user of data visualization tools such as Tableau
• Expertise with customer targeting and messaging across real-time decisioning, segmentation, and personalization
• Excellent analytical thinking, problem-solving skills, and attention to detail
• Effective communication and presentation skills, both written and verbal
• Experience with statistical analysis, predictive modeling, with AI / ML (Artificial Intelligence / Machine Learning) model implementation a must
• Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously

Perks

• Free eye exams for your entire family
• Deep discounts on lenses, glasses, and other services
• Amazing healthcare coverage
• 401(k) match
• Flexible PTO
• Tuition reimbursement program
• In-house restaurant with highly discounted meals (Steak dinner under $6)
• Free snacks, ice cream, and drinks every day
• Full onsite gym

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

#LI-Remote