Manager / Sr. Mgr of Customer Analytics

Location: Irvine, CA (Hybrid)
Job Type: Analytics

IQ Workforce is a leading recruiting firm for the engineering, analytics, and data science communities.

Our client is a global restaurant company, which engages in the development and operation of some of the most recognizable brands in the world. They have over 30,000 employees and operate over 50,000 restaurants in 150+ nations and territories.

Our of their restaurants brands is seeking to add a new Manager of Customer Analytics to their Insights & Analytics team. The focus is to uncover insights in customer behavior so that the restaurant can better meet the needs of their customers to maximize short and long-term business results. The Customer Analytics Manager will be tasked with driving business growth via customer analytics using both first- & third-party data. The position will interface closely with the brand marketing team, brand activation, digital team and marketing analytics team. The right candidate is a highly motivated individual with demonstrated strength in analytics, problem solving, intellectual curiosity, and relationship management.

Responsibilities include:
Develop customer lifetime value tied to total revenue
• Develop approach to quantifying customer value that can be consistently used across all parts of the business
• Partner with Data Management Tech team to structure data to access and analyze Customer Value
• Devise approach to understanding incrementality across customer behavior – at a total business and program level
• Work with Customer Strategist to create the roadmap and 2022 strategies to enable customer lifetime value
• Create overall thinking and approach to customer segmentation and size of prize with an emphasis on driving incremental transactions
• Maintain alignment across stakeholders (brands marketing & media) and share approach broadly within the organization

Develop and implement Customer Data definitions consistently across marketing measurement
• Define use cases and application around Customer Data
• Create customer level analysis on overall program performance
• Develop access and views of customer value and behavior to enable program analysis and optimizations

Strong contributor in building out the technical roadmap for division

Influence through data storytelling, persuading and engaging key stakeholders across teams by communicating data-driven insights and recommendations

Consult on CDP data strategy and priorities with the media team to unsure segmentation can be implemented and measured across our business

Working with the media team devise measurement approach that marries customer level response and business results to system, product and store level business results

Collaborate across marketing team, IT, finance and franchisee community to act as a catalyst to transform capability and work focused on the measurement of the customer view of marketing:
• Business Insights
• Brand Management
• Brand Experience
• Digital
• Media

BA required; analytical degree preferred (e.g., Economics, Mathematics, Engineering) MBA a plus

7-10 years analytically oriented business leadership and experience developing customer analytical framework to analyze complex business problems and using analytics to drive business results / Job level will be commensurate with experience

Strong understanding of applied statistical, multivariate modeling

People management skills a plus

Particularly strong understanding of Relational Databases with writing custom SQL

Familiarity with PowerBI a plus

Passion for driving business growth through analytics

Strong internal motivation, intellectual curiosity, logical thinking and desire to have a large impact on our organization

Superb interpersonal and communication skills, with ability to partner well with other team members

Strong organizational skills, with ability to work independently and multi-task in a complex, fast-paced, and deadline-driven environment

Resourceful nature, with strong problem-solving and customer-service orientation

Experience synthesizing and presenting actionable insights from a variety of data-points and analyses