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Senior Manager, Customer Insights & Digital Analytics

Ecommerce | San Francisco, CA | Full Time

Job Description

Description

The Sr. Manager, Customer Insights & Digital Analytics will provide actionable reporting and insightful analytics to help drive Morphe’s digital business and marketing efforts, as well as inform the strategic roadmap and support the entire business. Supporting the Director of Ecommerce, this individual will lead digital analytics and digital testing and optimization, including early identification of trends, answering specific performance questions, and creating recommendations for improving website engagement and conversion and marketing efficacy. S/he will also measure progress and success against key initiatives from a quantitative and qualitative perspective.

Responsibilities

Ecommerce Performance and Analysis:

  • Develop and manage reporting and key metrics dashboards for global ecommerce performance, including conversion funnel fallout report, device and digital channel activity, and trending analysis
  • Measure site usability and develop actionable insights to improve the customer experience and drive KPIs
  • Analyze relevant site and financial data to generate reports/presentations that provide actionable insights and identify growth opportunities
  • Be the Google Analytics subject matter expert and remain current on updates to features and services
  • Review user interactions and identify website usability constraints and opportunities for improvement
  • Lead A/B and multivariate testing by identifying testing opportunities, running the testing process, analyzing and reporting test results, and managing vendor relationships
  • Develop and run ad hoc reports and analysis to answer business questions when needed

Digital Marketing Performance and Analysis:

  • Collaborate with digital marketing partner to develop goals and KPIs for all marketing channels, providing recommendations for upcoming events and campaigns
  • Capable of creating site and channel-specific performance deep dives to uncover performance improvement opportunities related to marketing spend and promotional activities
  • Support all channel-specific performance reporting (e.g., paid search, email, paid social), including automation where possible
  • Prepare and present seasonal/quarterly marketing recaps to business partners
  • Develop a comprehensive and effective approach to marketing attribution, developing new reports and approaches

Customer Insights and Analysis:

  • Identify the top customer experience drivers and support improvements to the overall experience by compiling, synthesizing and reporting on customer feedback to help identify experience trends and actionable insights
  • Frame and execute analysis on the key strategic questions for customer experience to inform priorities and measure impact from customer experience investments.
  • Provide analysis related to customer retention, acquisition and loyalty program
  • Bring customer insights to life through data and exceptional storytelling

Requirements

  • Bachelor’s degree in Math, Statistics, Economics, Business or related quantitative field
  • 4+ years of professional experience in marketing research, data analytics or comparable analytics position
  • 1-2 years of professional experience in ecommerce and/or digital marketing analytics
  • Superior skills in Google Analytics, Excel and PowerPoint
  • Hands on experience with SQL, predictive modeling and data mining
  • Strong working knowledge of digital media and customer experience methodologies
  • Experience working with A/B testing tools, CRM platforms and online survey tools
  • Experience with marketing attribution approaches, calculating incremental lift from marketing campaigns, and establishing, implementing and socializing test and learn best practices
  • Experience working on cross-functionally driven initiatives; ability to build partnerships across teams and businesses
  • Strong analytical skills, including experience structuring, analyzing and interpreting large volumes of data into actionable insights
  • Superior problem-solving and critical thinking skills with great attention to detail
  • Outstanding communication skills, with ability to communicate complex topics in a simple way
  • Inquisitive nature and proactive approach to data exploration and opportunity identification
  • Entrepreneurial orientation, with ability to thrive in an environment with rapid change
  • Ability to manage multiple projects simultaneously, prioritize workload and appropriately escalate when necessary
  • High degree of initiative, autonomy and optimism.

No recruitment agencies, please.