Senior Manager, CRM Data Analytics

Who we are

SeekWell is the parent company of 1-800 Contacts, Luna, and Hello Eyes. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer and optometrists squirm. We're owned by KKR - one of the world's largest and most successful private equity investment companies. We've built an excellent company and changed an industry by putting the customer first, always. The best is yet to come!
Why you want this job

As a CRM Data Analytics Manager, you will play a crucial role in driving innovation and ensuring the ongoing success of the company. You will provide and develop crucial data, metrics, and analysis to meet business needs and ensure exceptional customer experiences. This role involves using all available data, metrics, resources, and tools to provide insights that drive business management, revenue growth, and continuous improvements.

In this role, you will lead and run a small, dedicated team of analysts while also driving significant analytical results and insights through your own efforts. You must quickly learn and understand the top critical metrics that drive the business and introduce new ways of analyzing customers (e.g., lifecycle segments, channel results, advanced analysis). Collaboration with marketers, product managers, and the SVP over this function is essential, as is operating effectively across all customer cohorts, segments, and channels.

This role is ideal for high-performing individuals with honed technical skills in data, strong leadership and communication abilities, and a reputation for analytical prowess, ready to advance their career to the next level.

What You'll Do

You will work with other leaders to identify and understand CRM opportunities, create data-driven recommendations, and support the implementation of new initiatives that help manage and improve business performance. This is a critical role that will use data to enhance customer relationships and drive business growth, requiring a blend of technical expertise, strategic vision, and strong leadership skills. Some example areas of involvement:

Key Functional Areas:

• Multi-channel Outreach (email, SMS, outbound call, etc.)
• Real time decisions across channels
• Media / channel impacts on customers and repeat buying behavior
• Machine learning (analysis of predictive modeling, reinforcement learning)

Data Analysis and Insights:

• Collaborate with CRM leadership to identify key opportunities and provide analytical support
• Analyze customer behavior to advise personalization, customer engagement, improve / increase revenue, retention, reactivation, and product cross-selling
• Activate data by transforming raw data into actionable insights and recommendations
• Understand the omni-channel customer experience, evaluate opportunities, provide recommendations, and help push strategic projects forward
• Assist in testing based on spend, discount, segment, channel, product, or customer, in real time or outreach campaigns
• Perform daily, weekly, monthly, and quarterly, and ad-hoc business performance insights tied into long-term strategic goals
• Create regular and ad-hoc reports to provide accurate and actionable information to partners, including senior management and CRM teams
• End-to-end analysis and insights across initial data collection, recurring dashboards / critical metric measures, and using analytical resources and tools to spotlight new ways to think about customers, channels, and/or customer experiences differently

Partner Partnerships and Team Management

• Collaborate with the CRM team to define critical metrics, establish benchmarks for campaign success, and create personalized and meaningful experiences for different customer segments
• Coordinate with technical teams to use data from multiple sources, ensuring accurate and comprehensive analytics and successful deployment of new solutions
• Work with teams to implement analytics stories, bridging the gap between business and the data teams
• Articulate analysis and recommendations to pertinent collaborators at various levels within the organization
• Align analytics initiatives with overall business objectives and CRM goals
• Provide thought leadership and guidance on standard methodologies in CRM data analytics

Why We Will Love You

• Bachelor's degree or equivalent experience in Analytics, Statistics, Business, Economics, or related field; Master's degree is preferred
• Proven experience (8+ years) in CRM analytics or similar role, with a track record of delivering actionable insights
• Proficiency in data analysis tools such as SQL, Python, R, and advanced Excel
• Power-user of data visualization tools such as Tableau
• Expertise with customer targeting and messaging across real-time decisioning, segmentation, and personalization
• Excellent analytical thinking, problem-solving skills, and attention to detail
• Effective communication and presentation skills, both written and verbal
• Experience with statistical analysis, predictive modeling, with AI / ML (Artificial Intelligence / Machine Learning) a plus
• Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously
• Excellent leadership skills and the ability to mentor, guide, and develop team members

Perks

• Free eye exams for your entire family
• Deep discounts on lenses, glasses, and other services
• Amazing healthcare coverage
• 401(k) match
• Flexible PTO
• Tuition reimbursement program
• In-house restaurant with highly discounted meals (Steak dinner under $6)
• Free snacks, ice cream, and drinks every day
• Full onsite gym

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
#LI-Hybrid

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.