Customer Insights & Analytics Lead

sweetgreen•Los Angeles, CA

11d•$83,000 - $119,000

About The Position

We’re looking for a strategic, influential, and analytical Customer Insights & Analytics Lead to help Sweetgreen deeply understand our new and existing customer behavior, menu and pricing opportunities, and offers and loyalty program performance, and to uncover data-driven opportunities that fuel growth. This role is responsible for turning data into actionable insights that inform decision-making across marketing, loyalty, creative, menu, and CX teams. Key Responsibilities This role will be the critical driver of the ‘data - insights - action’ loop to drive faster decision making that enables growth of the brand and the business. The ideal candidate will be excited to pioneer and build a new function within Sweetgreen with strong cross-functional alignment and influence. The key responsibilities of the role include: Leadership and Influence Deliver the insights and analysis that inform Sweetgreen’s customer strategy, content, menu, promotions, and brand decisions. Lead insights strategy and expand both quantitative and qualitative insights and analysis capabilities in partnership with our Data Science and Analytics Team. Develop sweetgreen’s AI-driven insights toolkit and customer research practices, improving visibility into customer needs and behavior, fueling faster testing pipelines, and identifying cultural and competitive trends. Translate complex data into compelling stories and executive-level presentations. Collaborate cross-functionally across Marketing, Product, Engineering, Finance, and Store Ops analytics and leadership teams to present holistic perspectives and solutions. Customer Insights & Segmentation Analyze customer data across the business (customer history, product analytics, customer engagement, and VoC) to identify key growth opportunities via acquisition, retention, and increased LTV. Recommend and leverage leading-edge technologies to inform target customer segments and drive customer behavioral change. Analyze customer behavior and the link to menu engagement and marketing calendar performance to understand drivers of frequency, spend, and churn. Guide creation of key customer journeys, use occasions, and personas to inform marketing and product strategies. Own customer measurement and reporting strategy to provide ongoing measurements of business health, shifts in customer patterns, and loyalty and CRM performance. Marketing Performance Analytics Evaluate the effectiveness of marketing campaigns in driving customer behavior change across owned, earned, and paid channels (e.g. increased frequency, share of voice, share of wallet, etc) Partner with the Finance team to define investment guardrails and determine ROI for marketing spend. Establish a regular reporting framework that can speed decision-making and help optimize marketing investment. Drive a holistic understanding of performance across ordering channels (in-store, digital, marketplace, etc) to inform areas of focus and strategic need. Personalization & Predictive Analytics Drive a deeper near-real-time understanding of CRM, Loyalty, and personalized marketing performance. Measure incrementality and effectiveness of loyalty offers and content personalization. Ideate and evaluate strategic test opportunities in partnership with CRM, Loyalty, and Product. Partner with retention marketing and analytics teams to move to a more predictive, personalized, and AI-driven approach to mitigate churn and drive customer frequency.

Requirements

7-10 years in analytics or strategy roles, with at least 2 years leading an analytics function
Proven ability to influence stakeholders through data storytelling.
Strong business acumen with a bias toward action and results.
Strong SQL and data visualization skills (e.g., Tableau, Hex, Power BI, Alteryx) - the ideal candidate needs to be able to do the work as well as direct the work
Experience with established marketing analytics platforms (e.g., Google Analytics, Braze, Amplitude) and a familiarity with emerging predictive analytics platforms
Hands-on experience utilizing enterprise data lake platforms (e.g., Snowflake)

Nice To Haves

Experience in consumer brands, QSR/restaurant, or retail industries is a plus.

Responsibilities

Deliver the insights and analysis that inform Sweetgreen’s customer strategy, content, menu, promotions, and brand decisions.
Lead insights strategy and expand both quantitative and qualitative insights and analysis capabilities in partnership with our Data Science and Analytics Team.
Develop sweetgreen’s AI-driven insights toolkit and customer research practices, improving visibility into customer needs and behavior, fueling faster testing pipelines, and identifying cultural and competitive trends.
Translate complex data into compelling stories and executive-level presentations.
Collaborate cross-functionally across Marketing, Product, Engineering, Finance, and Store Ops analytics and leadership teams to present holistic perspectives and solutions.
Analyze customer data across the business (customer history, product analytics, customer engagement, and VoC) to identify key growth opportunities via acquisition, retention, and increased LTV.
Recommend and leverage leading-edge technologies to inform target customer segments and drive customer behavioral change.
Analyze customer behavior and the link to menu engagement and marketing calendar performance to understand drivers of frequency, spend, and churn.
Guide creation of key customer journeys, use occasions, and personas to inform marketing and product strategies.
Own customer measurement and reporting strategy to provide ongoing measurements of business health, shifts in customer patterns, and loyalty and CRM performance.
Evaluate the effectiveness of marketing campaigns in driving customer behavior change across owned, earned, and paid channels (e.g. increased frequency, share of voice, share of wallet, etc)
Partner with the Finance team to define investment guardrails and determine ROI for marketing spend.
Establish a regular reporting framework that can speed decision-making and help optimize marketing investment.
Drive a holistic understanding of performance across ordering channels (in-store, digital, marketplace, etc) to inform areas of focus and strategic need.
Drive a deeper near-real-time understanding of CRM, Loyalty, and personalized marketing performance.
Measure incrementality and effectiveness of loyalty offers and content personalization.
Ideate and evaluate strategic test opportunities in partnership with CRM, Loyalty, and Product.
Partner with retention marketing and analytics teams to move to a more predictive, personalized, and AI-driven approach to mitigate churn and drive customer frequency.

Benefits

Highly competitive pay + bonus plan
Three different medical plans to suit your and your family's needs
Dental and Vision insurance
Flexible PTO plan
401k program
Employee HSA and FSA
Complimentary greens
An opportunity to make a real impact on the people around you, both by growing them and by connecting them to real food
To live the sweetlife and celebrate your passion + purpose
A collaborative team of people who live our core values and have your back
A clear career path with opportunities for development, both personally and professionally
Free sweetgreen swag