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We are seeking a strategic and technical Senior Manager of Sally Customer Analytics to lead the evolution of our customer analytics for the Sally business unit. This is a pivotal mid-career plus role for an analytics professional who has mastered the technical execution and is ready to drive strategy. You will lead the strategy for understanding who our customers are, predicting what they will do next, and determining how to best engage them. Your primary mission is to increase Customer Lifetime Value (CLV) by powering hyper-personalized CRM campaigns, driving retention strategies, and proactively reducing churn. The Senior Manager of Customer Analytics is a hands-on analytics manager role with people management responsibilities and an expanded strategic delivery scope. This role sits at the intersection of advanced analytics and business strategy and is critical to advancing Sally's Understand & Activate Customer agenda. In this role, you will become a true consultative partner to the business. You will lead the design of rigorous Test & Learn frameworks, engineer advanced customer segmentation strategy, and most importantly synthesize complex data into compelling narratives that drive executive decision-making. You will act as the bridge between our evolving Data Lake capabilities (Databricks) and commercial revenue opportunities. As Sally's data environment evolves (cloud data lake, advanced tooling, and scaled activation), this role elevates analytics to a consultative, insight-led, and recommendation-driven partner to the business. This is not a remote position as this position is hybrid working onsite 3 days a week at the Sally Beauty Holdings Support Center- locating at Legacy West Plano. "At Sally Beauty Holdings, we find beauty in diversity. Our inclusivity and self-expression are what fuel our innovation and growth. You are welcome here, and you can thrive here. We find beauty in YOU. Join us." Primary Duties Strategic Business Partnership & Storytelling (25%) Synthesize & Persuade: Serve as the primary storyteller for the Sally business unit. You must possess the proven ability to translate complex statistical outputs into clear, visually compelling presentations (PowerPoint) that dictate strategy for Merchandising, Marketing, and Channel leads. Consultative Leadership: Interface directly with the Sally Senior Leadership Team (SLT). Shift the dynamic from "reactive data service" to "proactive strategic thought partnership." Business Acumen: Develop a deep understanding of the Sally business model to ensure all analytical deliverables are commercially relevant and directly impact the P&L. Experimentation, Test & Learn, and SOPs (40%) Audience Strategy & Design: Manage the operations of strategic customer campaign test designs (A/B testing, multivariate testing) and audience management in partnership with CRM. Move beyond basic demographics to build behavioral, psychographic, and value-based segments (e.g., RFM, propensity-to-buy) that drive targeted communication. Rigorous Measurement: Own the measurement framework (Test vs. Control) to ensure consistent, scientifically valid execution of campaigns. Standardization: Institutionalize and maintain Standard Operating Procedures (SOPs) regarding customer campaign measurement, reporting hygiene, and data integrity. Vendor Management: Drive the testing framework and maintain hygiene with external test platform partners (e.g., APT). Lifecycle Optimization: Partner with the CRM and Marketing teams to design data-driven customer journeys (Onboarding, Growth, Retention, Reactivation). Personalization: Lead the development of "Next Best Action" and product recommendation frameworks to ensure the right message reaches the right customer at the right time. Experimentation: Design and analyze A/B and multivariate tests for email, push, and in-app campaigns to optimize open rates, conversion, and incremental lift. Advanced Analytics & Execution (25%) Data Pipeline: Lead the end-to-end development of customer 360 view and building data pipeline using Databricks and Python. Advanced Methodologies: Execute Market Basket Analysis (MBA) and customer segmentation to uncover hidden revenue opportunities. Data Engineering for Analytics: Utilize strong coding skills to engineer features and manipulate data within the Data Lake; you should be comfortable building your own pipelines to facilitate analysis. Ad Hoc Agility: Prioritize and deliver critical ad hoc analysis that supports the Sally plan/forecast, balancing speed with statistical accuracy. Team & Data Stewardship (10%) Data Governance: Act as the steward for customer data across the organization, ensuring accuracy in downstream tools (Power BI, Dashboards). Mentorship: Mentor junior analysts and foster a culture of technical excellence and business curiosity. Knowledge, Skills and Abilities Education & Experience Education: Bachelor or Master's degree in Mathematics/Statistics, Computer Science, Economics, or related field required. Master's degree preferred. Experience: 8+ years of experience in Data and Customer Analytics, with at least 2+ years in a managerial or lead capacity. Industry: Proven track record in Retail, CPG, or customer analytics is highly desirable. CRM Expertise: Proven track record of using data to drive CRM strategy (Email/SMS/Push) and measurable business growth. Technical Skills Core Languages: Advanced proficiency in Python (pandas, scikit-learn) and SQL. Big Data & Cloud: Hands-on experience with Databricks, Spark/PySpark, and cloud environments (Azure/AWS). Familiarity with platforms like Salesforce is plus. Statistical Knowledge: Solid understanding of hypothesis testing, regression analysis, clustering (K-Means), Market Basket Analysis (MBA) and survival analysis. Visualization: Basis understanding of Power BI visualization is plus. Presentation: Mastery of PowerPoint and Excel. You must be able to build a deck that tells a story, not just displays charts. Competencies / Attributes Ability to "connect the dots" across disparate data points to form a cohesive business recommendation. Ambition to Lead, as a self-starter who operates independently and looks for opportunities to scale processes and influence with comfortable challenging the status quo and presenting findings to non-technical senior leadership. Passionate Learner inquisitive about the business; open to feedback and coaching, applies learning quickly; applies learning to improve processes and procedures, proactively shares learning with colleagues and leaders; realigning and reshaping projects Flexible & Agile Adapter responsive and open to change; works well with ambiguity; adapts to new plans or directions; keeps calm under pressure; perseveres to achieve the plan/task; doesn't dwell on the past Talent Builder considers how we can create an inclusive culture; encourages input from others; invests time as an informal/formal coach or buddy; works to build a diverse team with the right skills and knowledge; looks for ways to acknowledge, motivate, and value the team Effective Communicator articulates in an appropriate and accurate manner; emotionally astute while remaining authentic to own style/self; encourages others to express views and opinions; demonstrates active listening and uses probing questions; is concise and relevant with data/info Team Builder references the importance of teamwork and actively demonstrates collaboration and sharing; builds and/or participates in effective teams; values the importance of inclusion and various sources of thought/input; humble when operating within a team Customer Focused Partner understands internal and external customer needs; contributes to plans and actions to improve the associate and customer journey/experience; holds self and team accountable for improving the customer experience; is an advocate for the customer Strategic Thinker progressive thinking with the ability to bring new ideas to life; works with others to develop progressive and cost-effective strategies; provides suggestions to improve upon continuous improvement and scalability within department; uses a broad range of data sources Big Picture Thinker understands own department and how other key departments operate; adopts an inclusive approach; seeks feedback reviews progress, and adapts plans as needed; understands interdependencies with other departments Results Driver effective at driving and delivering on plans; holds self and team accountable to high standard of delivery; suggests opportunities for innovation and continuous improvement; focuses on the right priorities and uses resources/time wisely; demonstrates grit and determination Problem Solver & Decision Maker able to consume department/operational data to identify business; identifies, gathers, and examines the relevant information; makes recommendations and takes action to solve challenges, considers importance/impact of decisions against relevant factors
Sprachkenntnisse
- English
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