Senior Customer (CRM) Analyst

Bose • Atlanta, GA

358d

About The Position

At Bose, we are revamping our CRM and Loyalty programs to create a world-class experience that aligns with our passion for delivering top-notch audio products. The Customer CRM Analyst will be a key member of the Customer Analytics team within Global Marketing Advanced Analytics, bringing expertise in customer loyalty, CRM, and analytics to enhance our engagement with customers. This role involves providing insights and optimization recommendations for our CRM and Loyalty program, structuring initiatives that foster customer advocacy, and continuously improving the program through testing and learning. You will also develop a robust KPI framework to measure the program's effectiveness and forecast its incremental value for annual business planning. Your insights will inform broader customer and channel strategies, driving business growth.

Requirements

• Bachelor's Degree in marketing, business, or statistics
• 7+ years of experience in customer database analysis with expertise in CRM retention and loyalty
• 5+ years of hands-on experience with 1st party customer campaign analytics, including incrementality measurement
• Proficiency in building and delivering impactful presentations
• Ability to analyze data and translate customer insights into effective business stories
• Strong data fluency with skills in SQL or Python

Responsibilities

• Develop and execute the analytics agenda and measurement framework for the CRM program
• Contribute to the measurement framework to assess Bose Loyalty program and refine it to measure loyalty KPIs impacting business revenue
• Leverage personalization to drive customer advocacy through strategic testing and collaboration on technology tools
• Act as the subject matter expert on CRM retention and loyalty analytics, delivering insights on customer advocacy and program performance
• Participate in annual business planning, providing forecasts on incremental value driven by CRM programs
• Develop and execute a roadmap to enhance self-service CRM and Customer dashboards

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Furniture, Home Furnishings, Electronics, and Appliance Retailers
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees