Customer Analytics Manager

2 weeks ago

Dubai, Dubai, United Arab Emirates Alshaya Full time

Job no:

Location:

UAE
Dubai Head Office

Starbucks
From the beginning, Starbucks set out to be a different kind of company. One that not only celebrates coffee and the rich tradition, but that also brings a feeling of connection.

Starbucks coffeehouses have become a beacon for coffee lovers everywhere because they know they can count on genuine service, an inviting atmosphere and a superb cup of expertly roasted and richly brewed coffee every time.

It's not unusual to see people coming to Starbucks to chat, meet up or even work.

Starbucks is a neighborhood gathering place, a part of the daily routine - and we couldn't be happier about it.


Get to know us and you'll see:
we are so much more than what we brew. Starbucks prides itself on its people, or 'partners' as we call them.

We strive to develop each partner to achieve their career goals, whether this is to become a district manager, Coffee Master or work within one of our Head Office functions.


Role Profile:


We are looking for an experienced and ambitious Manager to join our growing Insights & Analytics team and help Starbucks MENA to become a data-driven, customer-centric organization.


The below Key Performance Areas include but are not limited to:
As a key part of our Insight and Analytics team, the Customer Analytics Manager will consistently:

  • Clean, manipulate, transform and harmonize customer datasets to ensure accuracy, validity and completeness, and to optimize analysis
  • Identify, analyze and interpret trends, and discover hidden patterns in complex structured and unstructured data sets, including primary research data
  • Identify and execute the analysis required to provide consistent, robust KPI reporting
  • Conduct analysis that will help us drive continuous improvement in customer acquisition and retention, our loyalty program, the effectiveness of our website, conversion through our digital channels, and the efficiency of digital marketing across multiple markets
  • Prepare and validate financial projections for marketing initiatives to measure the topline and bottomline impacts of our activities
  • Conduct analysis that rapidly detects changes in customer behavior, diagnoses the driver(s) behind this change, and proactively make dataled recommendations to the Marketing team
  • Analyze the impact of marketing campaigns and make recommendations to optimize future campaigns
  • Identify, create and update targetable audience segments and customer segments by blending online and offline data from a range of sources, and creating segmentation algorithms
  • Conduct adhoc analysis and create bespoke reports aimed at maximizing growth opportunities, optimizing media spend, and counteracting negative trends
  • Explore ways to improve data collection, and make recommendations for research
  • Contribute toward the establishment of a datadriven decisionmaking culture across our channels
  • Contribute towards the development of improved data and insight visualization, including KPI dashboards, that support the businesses' understanding of relevant trends and insights

Knowledge:

Holds a BA/BS in Business, Statistics or Mathematics (preferred), or Computer Science, Marketing or a related field.

  • Expert knowledge of Google Analytics (Universal)
  • Google accreditations preferred
  • Expert knowledge in common analytics tools (Microsoft Excel, including Pivot Tables, Macros and VLOOKUPs,) and visualization tools (QlikView/Tableau or equivalents)
  • Expert knowledge of lookalike modelling and datamining techniques
  • Deep knowledge of advanced statistical techniques and concepts (regression, properties of distributions, statistical tests and proper usage, etc.)
  • Expert knowledge of, and experience with a customer data platform (e.g. Exponea), Salesforce Marketing Cloud, or similar
  • Familiarity with CRM systems
  • Good understanding of the MarTech landscape and how it will evolve in the near future

Experience:

  • Over 5 years of experience focused on customer analytics, ideally in a B2C retail business
  • Experience of working in an omnichannel retail business is a valuable plus
  • Track record of consistently delivering and optimizing routine business data, reporting and analysis (including management KPIs)
  • Track record of completing adhoc/ bespoke analysis in support of business objectives
  • Proven experience developing and implementing new processes and techniques for customer analytics is essential
  • Experience with statistical computer languages (R, Python, etc.) preferred
  • Experience in querying and manipulating datasets using SQL (advanced knowledge of SSQL required) or Python
  • Solid experience and knowledge of technical and nontechnical documentation best practices (Change Requests, Business Requirements, etc.) to support effective implementation
  • Experience of creating reports and presentations to explore findings and make business recommendations
  • Experience of managing primary research, via thi

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