Director of Customer Analytics

Location: Greater Boston
Job Type: Analytics

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

Our client is a leading restaurant brand with more than 2,300 bakery-cafes in the United States and Canada, 140,000 associates and annual systemwide sales in the billions. They are currently making a massive investment in technology and talent to support their marketing and customer focused initiatives.

One of the immediate needs is for a Director of Customer Analytics that will be responsible for customer focused analytics that drive strategic and actionable insights for the business. Reporting to the VP of Customer Insights & Analytics and inheriting a 4-person team, this is an extremely visible role where the Director will need to be comfortable to flex between high level strategy and rolling up their sleeves to work with data.

The successful candidate will be an experienced and proven analytics executive, skilled in developing and executing projects that leverage data to build understanding of the customer and ensuring that this learning impacts the business.

Responsibilities include:

Go To Expert: Advance Panera’s understanding of the customer
Subject matter expert for techniques to understand customer behavior and business performance

Lead analyses for menu, product, category recommendations

Leverage deep understanding of the customer to inform business decisions

Master Interpreter: Translate complex analysis to understandable recommendations
Ability to flex between detail and headlines for stakeholders always with a focus on actionability and business impact

Technical Guru: Understands data, loves data, leverages curiosity to drive data strategy that answers the big questions

Oversite of in-house techniques including test/control experimental design

Keep abreast and experiment with new ways to leverage data to answer business questions and help build understanding of our customer

Cross-functional Conductor: Ability to work in matrix organization
Coach and lead customer analytics team (4 direct reports)

Consult with key stakeholder groups on critical customer and business questions

Manage key agency/vendor relationships as needed


Setting Strategy
The ability to create and articulate a customer analytics vision for the organization, not only for the areas s/he is directly responsible for, but also to influence and collaborate on the enterprise wide vision

The curiosity to seek and analyze data from a variety of sources to help support customer based decisions

Oversight of the methodologies, techniques and approaches that the company uses to understand and measure impact on the customer, and vision to experiment with new tools and techniques

Executing for Results
The ability to set clear and challenging goals while committing the organization to improved performance; tenacious and accountable in driving results

Comfortable with ambiguity and uncertainty; the ability to adapt nimbly and lead others through complex situations

A leader who is viewed by others as having a high degree of integrity and forethought in his/her approach to making decisions; the ability to act in a transparent and consistent manner while always taking into account what is best for the organization

Leading Teams
The ability to motivate the team, delegate effectively, celebrate diversity within the team, and manage performance; widely viewed as a strong developer of others

The ability to persevere in the face of challenges, and exhibit a steadfast resolve and relentless commitment to higher standards, which commands respect

A leader who is self-reflective and aware of his/her own limitations; leads by example and drives the organization’s performance with an attitude of continuous improvement by being open to feedback and self-improvement

Relationships and Influence
Naturally connects and builds strong relationships with others, demonstrating strong emotional intelligence and an ability to communicate clearly and persuasively

An ability to inspire trust and followership in others through compelling influence, powerful charisma, passion in his/her beliefs, and active drive

Encourages others to share the spotlight and visibly celebrates and supports the success of the team