Shopbop is looking for a customer obsessed Site Engagement Analyst to own analysis and reporting for the CRM team. This role will be pivotal in shaping how we understand, engage with, and grow our customer base through data-driven insights. The candidate will have a strong understanding of ecommerce KPIs, customer journeys and site/app analytics. The right candidate will have analytical skills to answer strategic questions that are complex, dynamic, and not always clearly defined. The candidate must possess strong technical skills, including proficiency in data analysis tools and visualization platforms, while maintaining a deep understanding of customer behavior and retail dynamics. The ideal candidate will be passionate about deeply understanding who our customer is, what motivates them and how we can improve their experience. They should have a collaborative mindset that enables them to work effectively across Marketing, Merchandising, and Technology departments. This position sits on the CRM team within the Customer Experience organization.Responsibilities
Analyze raw data sets and conduct deep dives into site data and customer journeysConduct quantitative analyses that range from specific questions to open-ended questions that inform large scale strategies with the ability to determine what data is neededDevelop quantitative and qualitative insights that inform our CRM strategy across all customer touchpointsDeep dive into customer journeys to inform new customer conversion, second purchase rates, and retention strategiesPartner with marketing teams to optimize customer communication strategies across channels (email, push, etc.)Develop and track key customer metrics and KPIs to measure strategy effectivenessBuild and maintain strong partnerships with cross-functional teams including Marketing, Merchandising, and TechnologyMaintain ongoing reporting and develop reporting capabilities to answer ad-hoc business questionsEducate and empower stakeholders with tools and techniques to solve evolving business challengesScale analytic capabilities by troubleshooting data issues, leading enhancements and driving the adoption of analytics tools
About the teamThe F2 Subsidiary Customer Experience org supports both Zappos and Shopbop, Amazon Fashion subsidiary businesses with teams in New York, NY, Madison, WI, and Las Vegas, NV.Basic Qualifications
Bachelor's degree or equivalent3+ years of business analyst, data analyst or similar role experienceExperience in Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as TableauExperience defining requirements and using data and metrics to draw business insightsExperience making business recommendations and influencing stakeholdersExperience collaborating with cross-functional teams including Marketing, Product Management, Customer Service, Operations, Legal, Finance, and Senior LeadershipExperience working with data to drive business decisions, including advanced proficiency in ExcelProven ability to drive results in a fast-paced environment
Preferred Qualifications
Experience with SQLExperience within e-commerce or Retail fieldsExperience with Adobe Analytics and Customer Data Platforms
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