Customer Data Analyst II
About the position We are seeking a Customer Analyst to drive member retention and satisfaction for ButcherBox. This role requires someone with a strong analytics background who can partner closely with business partners to identify high potential opportunities and risks. This includes analyzing data to identify churn risks, developing and testing hypotheses, and implementing changes to drive improved churn and member outcomes. The Customer Analyst will be responsible for tracking and analyzing the performance of member-facing campaigns and tests, and for providing insights and recommendations to cross-functional teams. We are looking for a candidate with strong experience in retention and analytics platforms and languages. The ideal candidate will find value in coming to our Watertown office at least twice per week for face-to-face strategy sessions, taking the occasional meeting on a walk around the river trails, and of course Taco Tuesday!
Responsibilities
- Be an expert on & analyze CRM and order data to unlock opportunities, assess tests, & advise strategy. These areas will include on-site behavior, email/SMS performance, order behavior, churn, and segmentation, among others.
- Lead customer segmentation and engagement strategy to optimize customer lifetime value – identify opportunities to adjust member communication cadence and messaging.
- Support CRM and churn/loyalty stakeholders in designing, analyzing, & reporting on tests that lead to action-biased results & future iterative tests for order frequency, churn, our loyalty program, and audience targeting/segmentation.
- Advise on and analyze our Loyalty program and its impact on all of our members and ButcherBox.
- Deeply understand and improve the member journey – how it is impacted by our strategy and what we must do to make it easier for new prospects to become successful ButcherBox members.
- Develop modeling to understand optimal onboarding paths to identify top members early in their journey with ButcherBox.
- Maintain and iterate upon existing reporting suite, churn, and lifetime value modeling – building reporting that enables corrective actions.
- Collaborate with cross-functional teams to improve the top drivers of churn; create opportunities for our members to get more value.
Requirements
- 3+ years of experience in lifecycle marketing/churn and retention.
- Strong data analysis skills; experience with PowerBI.
- Expertise in SQL for data analysis.
- Bias towards action – strong visualizations are important, but analysis needs to drive change.
- Proficiency in A/B testing.
- Ability to communicate with and influence various team members – from individual contributors to senior leadership.
- Deep experience with customer segmentation and campaign targeting.
- Excellent ability to translate technical analysis into tangible, actionable takeaways and reporting.
- Desire for learning in a fast paced, hands-on environment.
- Collaborative mindset with capability to juggle projects and priorities with exposure to senior leadership.
- Ability and willingness to commute to our Watertown, MA office 2-3 times per week
Nice-to-haves
- Experience with machine learning models.
- Deep understanding of CRM/CDP tools (Klaviyo, Segment) a plus.
Benefits
- Health: medical, dental, vision, and life insurance, an employer-funded HSA, and short & long-term disability benefits
- Financial: 401(k) with generous employer match
- Annual bonus based on company performance
- Time off: unlimited paid time off policy, 20 weeks parental leave, an executive team that encourages a good work/life balance
- Personal growth: Annual Learning & Development stipend, and access to a range of personal and professional coaching solutions through BetterUp
- Food: a free Custom Classic ButcherBox each month and weekly lunch reimbursement
- Others: reimbursement for wellness activities, an exceptional EAP, fertility benefits, life insurance and more
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