Head of Customer Engagement Analytics
Head of Customer Engagement Analytics
Posted on :
20-04-2025
Employer Active
1 Vacancy
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Job Description
Hi were Back Market.
Were here to help make tech reliable affordable and better than new. Were a global marketplace for refurbished devices helping lower our collective environmental impact by providing trustworthy affordable tech with 92 less carbon emissions than new.
Yep you read that right. Turns out refurbished tech is way better for the planet than new. In fact With every device purchased on Back Market our positive impact on the planet grows. From our Customer Care representatives to our software engineer every individual at Back Market cuts the planet and consumers a break. Our mission is simple: to do more with what we already have.
Are you ready to join us
ABOUT THE ROLE:
The Head of Customer Experience Analytics will lead analytics to improve customer engagement retention and user experience.
They will manage experimentation predictive analytics and performance measurement to ensure datadriven decisions. This includes optimizing the onboarding funnel LTV/churn modeling feature adoption analysis and inapp behavioral segmentation.
They will build and mentor a team of analysts to refine the customer journey optimize engagement strategies and maximize customer lifetime value.
YOUR MISSION (IF YOU ACCEPT IT):
Experimentation & Measurement
Build and lead a bestinclass experimentation function
Develop frameworks for test design and impact measurement
Provide thought leadership on experimentation culture processes and best practices
Predictive & Advanced Analytics
Lead the development of predictive models to optimize customer engagement LTV and retention.
Use machine learning and statistical techniques to identify trends and customer behaviors..
Establish scalable analytics frameworks for measuring CX impact across multiple touchpoints.
Measurement & Performance Tracking
Define and implement strategies to measure improvements in the customer journey and service adoption.
Develop dashboards and reports that provide actionable insights.
Ensure that the analytics product and business teams are aligned on KPIs and success metrics.
Team Leadership & CrossFunctional Collaboration
Build and mentor a highperforming analytics team.
Partner with product marketing and business teams to implement datadriven insights and strategies.
Promote a datadriven culture and decisionmaking within the organization.
Strategic Vision & Stakeholder Partnership
Work with senior stakeholders to create a vision for the best possible customer experience.
Decide which analytics projects to prioritize and the metrics for tracking their success.
Agree on the data strategies platforms and features needed for longterm growth and insight generation.
YOU ARE IN THE RIGHT PLACE IF YOU HAVE:
- 8 years of experience in product analytics customer analytics data science or a related field with a proven track record in experimentation and predictive analytics.
- Strong expertise in A/B testing causal inference and statistical modeling techniques.
- Proficiency in SQL Python or R with experience in building scalable analytics solutions.
- Experience with visualization tools (e.g. Tableau Looker) Product Analytics tools (e.g. Amplitude MixPanel) and experimentation platforms (e.g. StatSig Cloudbees).
- Demonstrated ability to lead and grow a highperforming data team.
- Excellent communication skills with the ability to translate complex data into actionable insights.
- Strong stakeholder management skills working effectively with product marketing and leadership teams.
WHY SHOULD YOU JOIN US
At Back Market were committed to hiring and supporting diverse teams of people from all backgrounds experiences and perspectives its one of the reasons were such a highscoring certified B Corp company 93.2.
No matter your role and seniority level youll enjoy impactdriven work with handson career development in an innovative driven and fastpaced environment with benefits to match like:
A mission driven work environment where your day to day makes an impact on the planet. Seriously.
Hybrid work environment with 2 remote days a week and 1 remote work week per quarter plus 3 flex days.
Employee Resource Groups including mentorship programs comprehensive accessibility policies and cultural competency training.
At Back Market we strive to create a workplace that embodies the world were trying to change. Weve embedded our diversity equity and inclusion principles into our DNA from dedicated staff to employee resource groups to our company values.
We know that the perfect background for a role doesnt mean the perfect fit we encourage you to apply for a role even if you think you may not have all the qualifications.
If reasonable accommodations are needed for the interview process please do not hesitate to discuss this with the Talent Acquisition Team.
Required Experience:
Director
Employment Type
Full-Time
Key Skills
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