Manager, Customer Analytics and Insights

Holt Renfrew offers you an inspiring, fashion-driven environment with opportunities to learn and grow. From our incredible partnerships with iconic luxury brands, to our commitments to corporate social responsibility, you will be inspired every day.

A job at Holt Renfrew offers a competitive total compensation, a generous employee discount, pension, and health & dental benefits, tuition assistance, and continuous learning and development.

Manager of Customer Analytics and Insights

Position Overview:

We are seeking a motivated and insightful Manager of Customer Analytics and Insights. This role is pivotal in driving our organization's customer-centric initiatives, leveraging detailed analytics and insights to foster business growth and enhance customer experiences. As a leader, you will be instrumental in nurturing your team's development, advancing our data governance practices, and evolving our business reporting to better serve customer needs.

Core Responsibilities:

Leadership and Team Development:

• Act as the "air traffic controller" for the team, efficiently managing project prioritization, tracking progress, and optimizing team capacity to enhance productivity.
• Provide mentorship to analysts by delivering constructive feedback and promoting professional growth through targeted skill development.
• Proactively identify and address vulnerabilities within the team, such as knowledge siloes, by advocating for cross-functional knowledge sharing and collaboration.
• Flag future technical skill requirements and recommending relevant training to keep pace with evolving business needs and technological advancements.
• Establish and maintain a centralized request intake process, serving as the main liaison for business inquiries to ensure streamlined project management.

Data Analysis and Insight Generation:

• Facilitate the evolution of business reporting and self-service analytics, incorporating new data points, metrics, and benchmarks to foster a customer-first mindset.
• Collaborate closely with internal partners to define and align on critical KPIs and "metrics that matter."
• Create forecasts to guide marketing initiatives, employing a variety of analytical techniques to assess campaign effectiveness, customer segmentation, and other key customer insights.
• Present complex analytical findings to stakeholders through effective storytelling, adapting communication styles to suit diverse analytical backgrounds and influence decision-making.

Data Governance and Integrity:

• Ensure the highest standards of data quality, accuracy, and security across all initiatives.
• Lead efforts to integrate new data sources, enhancing the breadth and depth of our analytics capabilities.
• Champion continuous improvement in data practices, seeking out new data acquisition opportunities to enrich our insights.
• Conduct regular data audits, resolve discrepancies, and optimize analytical processes for greater efficiency, utilizing tools like SAS and macros.

Candidate Profile:

• At least 5 years of hands-on experience in code-based data analysis within a B2C setting, preferably in retail, with a deep focus on customer data analytics.
• Strong command of data visualization tools and familiarity (i.e. MicroStrategy) will be considered an asset.
• Exceptional communication skills, both written and verbal, with the ability to connect analytical outcomes to business and financial strategies effectively.
• High business acumen with a problem-solving mindset, enthusiastic about delving into customer behaviors and passionate about driving customer-focused outcomes.
• Proficiency in statistical modeling, including but not limited to cluster analysis, regression analysis, and other advanced techniques will be considered an asset.
• SAS certification and knowledge of customer data platforms is desirable.

Holt Renfrew is an equal opportunity employer committed to fostering a diverse and inclusive workplace. Our future success depends on the perspectives and contributions of all our employees -- their diverse backgrounds, abilities and experiences make our business stronger. If you are contacted for a job opportunity and require accommodation, please email careers@holtrenfrew.com and let us know so we can ensure you have an accessible candidate experience throughout the recruitment process. All requests are confidential and used only to meet candidate needs.