At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line - People, Profit, and Planet - by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best-in-class opportunities for your development and growth. Join us!
Job Description:
The Senior Data Analyst (Customer & Marketplace) will be responsible for providing Direct to Consumer (DTC) analytics support across the organization (including but not limited to Product Marketing, Retail and Customer Contact Center) to drive a deeper understanding of our DTC customers and how to improve our DTC offerings. This role will partner with the Customer Analytics (CX) team and the Senior Manager of Customer Analytics to continuously improve the short and long-term performance of DTC initiatives. These initiatives include: assessing impact of product launches, cross channel initiatives, and channel specific initiatives on DTC customer's behavior, creating automated dashboards to reduce time to insight and unlock greater benchmarking and improving customer lifetime value via improved cross sell and upsell. This role will also serve as the subject matter expert for Customer Analytical KPIs in the measurement framework. This is a hybrid-based opportunity that will work Monday to Friday, including 1 day/week at Nespresso USA's HQ in Manhattan (Herald Square) and the rest remotely.
Responsibilities:
Deep Dive Analysis to Support Customer Understanding
Conduct deep dive analyses on DTC customer behavior to provide insights on channel interactions and product launch performance.
Distill complex data sets into actionable insights to influence customer experience in specific channels and impact product launch strategies.
Serve as the owner of DTC customer analyses involving channel specific behavior and product performance related questions.
Work closely with channel and product owners to identify key questions, problems, KPIs and develop analytical frameworks to drive understanding of campaign performance.
Continuous Improvement of Long Term Vision Driving Activities
Partner with channel and product owners to identify key questions, problems, KPIs and develop analytical frameworks to drive understanding of campaign and initiative performance.
Partner with CX team to create a testing plan that drives continuous improvement of channel specific and cross channel CX initiatives and own design and detailed analysis of these tests.
Provide strategic recommendations for CX and audience targeting improvements to key stakeholders based on learnings from analyses and executed tests, adjusting future tests accordingly.
Maintain the CX analysis library to be referenced in strategic decision making and future testing plans.
Recurring Reporting Automation, Maintenance and Share Outs
Own the measurement framework inputs for CX related KPIs and provide monthly context on performance.
Serve as the subject matter expert for Channel managers, agencies, and other key stakeholders in regards to CX KPI performance.
Industrialize recurring analyses and CX KPI reports through the creation of automated Databricks or Power BI dashboards, partnering with stakeholders on necessary visuals.
Ensure accuracy and timeliness of reporting and dashboard updates, troubleshooting directly with the Data Capabilities team as necessary.
Predictive Model Builds for Cross Sell & Upsell
Partner with Sr. Manager, CX Analytics to build predictive and machine learning models to improve customer targeting for cross sell and upsell opportunities on DTC channels.
Use insights from models to inform product launch strategies, supplement forecasting process, and improve sellout for underperforming SKUs.
Continuously improve customer segmentation for DTC campaigns using test and learn and optimizing models as needed.
Requirements:
Bachelor's degree in Data Science, Computational Science, Business Administration, Statistics or in a related field required.
3 years of experience working in a Data Analytics role required, preferably managing Customer or Marketing campaign data.
Experience with SQL Server and Python programming languages required.
Demonstrated fluency in MS Office (Word/Excel/Outlook/PowerPoint) required.
Must have excellent communication (oral and written), presentation, organizational and stakeholder management skills (including the ability to build and maintain strong, cross-functional stakeholder relationships).
Must possess strong analytical skills, be detail-oriented and able to manage multiple data sources into a single narrative.
Willing and able to work under pressure to meet tight deadlines with minimal supervision required.
Experience with JIRA, Databricks/Azzure and any other data visualization tools is highly desired.
The approximate pay range for this position is $110,000 to $125,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities, as well as geographic location.
Nestle Offers performance-based incentives and a competitive total rewards package, which includes a 401k with a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at:
Requisition ID:
299218
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