Customer Journey Analytics Manager

| Chicago
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ABOUT US

We build tools for 100+ brands and retailers in the ecommerce space that help them offer free two-day shipping, same-day delivery, and product expansion into new marketplaces -- keeping them several steps ahead of the curve in a rapidly changing industry.

We are a purpose and culture driven organization that prides ourselves on connectivity, equality, diversity and inclusion. We are committed to our people as a service-oriented company as our people are at the heart of everything we do.

We are Headquartered in Chicago, with offices in New York, Conshohocken, PA (Philly area), and Krakow, Poland and we operate as a subsidiary of FedEx Services.

ABOUT THE ROLE

ShopRunner’s SaaS products support online shoppers, retailers, and payment partners to improve shopping and shipping experiences for retailers and shoppers.  Every week, we collect a billion interactions with shoppers across our network of retailers. Our analytics team uses this data to help us make decisions about the effectiveness of our services to retailers and consumers.

This role, reporting to the director of analytics, will leverage skills in SQL, data visualization, and marketing storytelling to lead the insights and reporting which inform our marketing and product teams about customer behavioral trends and campaign performance.  This role will empower our teams with the data to increase customer lifetime value, improve customer loyalty, and drive revenue growth.

Responsibilities:

  • Support digital marketing teams with deep-dive analysis of digital marketing campaigns enabling informed decisions around marketing tactics. 
  • Define framework for the customer journey by coordinating and aligning with the marketing and product stakeholders.
  • Establish metrics and benchmarks. 
  • Identify customer buying patterns from disparate data sources.
  • Present analysis and insights to key decision makers through compelling storytelling and visualizations
  • Use a product mindset to build standard analytics reports and dashboards, iterating and improving them with user input.
  • Audit analytics and tag implementations and coordinating changes with engineering and analytics teammates.
  • Assist with the planning and analysis of A/B and MV testing

If you’re excited to dive into large and imperfect datasets, present data-driven insights to senior execs, and help align our products to market demands, we want to hear from you.

WHAT WE'RE LOOKING FOR

Required:

  • 6+ years of experience as a data analyst in a consumer-facing company
  • BS or equivalent experience in a technical field like Marketing Analytics, Computer Science, Engineering, Mathematics, Statistics.
  • Expertise employing customer segmentation techniques as well as  working with email and customer interaction data
  • Basic understanding of prediction and personalization algorithms (e.g. purchase and churn propensity models, product recommendations).  This role will not build production models, but it will help to understand how those models generally operate in connection to CRM and testing initiatives.
  • Proficient understanding of how ecommerce event data is created and tracked with experience to troubleshoot data pipelines and ETL workflows
  • Experience translating between technical data questions and business implications
  • Experience making dashboards with data visualization tools (Tableau, Power BI, Looker) in a production environment.
  • Fluent with complex SQL queries on millions of rows (joins, subqueries, window functions).
  • Confidence to share the limitations of an analysis when the data isn’t perfect.
  • Excited to navigate startup ambiguity and a fast-paced culture.

Preferred:

  • Experience working across multiple business functions
  • Ability to programmatically clean messy datasets (data deduping, string parsing, JSON parsing).
  • Experience using Python or R for reproducible data analysis (jupyter, R notebooks)
  • Advanced Excel proficiency (pivot tables and lookups to summarize results)

We want you to bring your whole human self to work every single day. We accept you for who you are and consider everyone on an equal opportunity basis without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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The beauty of our office is you can get everything you need, without ever having to leave the building. Food, post office, gym.... take that, winter!

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