Senior Manager, Customer Analytics

Wonder • New York, NY

2d • Hybrid

About The Position

As the Senior Manager of Customer Analytics, you will execute and own a customer learning agenda that helps the organization gain a deeper understanding of the Blue Apron customer. You will translate these learnings into an actionable roadmap to unlock growth via an improved retention strategy, collaborating across a variety of internal and external teams to ensure that business implications of insights are understood and actioned. As the architect of our understanding of the customer lifecycle—from the moment of acquisition through long-term loyalty—your mission will be to decode the drivers of retention and value and build the predictive engines that allow us to intervene before a customer churns. You will implement advanced data science techniques for Lifetime Value (LTV) modeling, behavioral segmentation, and profile augmentation. This is a strategic individual contributor role designed for a technical leader who prefers driving large-scale initiatives and cross-functional vision over administrative management.

Requirements

• BS in a quantitative (STEM) discipline such as quantitative marketing, statistics, marketing analytics or mathematics or equivalent on-the-job experience; MBA, MS Marketing Analytics is a plus.
• 4+ years of experience performing customer analytics and segmentation in a DTC and/or subscription business, including deep experience and proficiency with behavioral and response modeling, identifying drivers of value, personalization, and customer data strategy.
• Demonstrated experience managing, enhancing, and ensuring the quality of customer data within CPD and ESP platforms.
• Experience partnering with customer research and influencing research roadmaps.
• Highly proficient in SQL, working with structured and unstructured data sets, with the ability to write complex queries against new or unfamiliar data sets.
• Experience with dbt for data modeling and transformation.
• Highly proficient working with data visualization tools and manipulating data sets in Looker and/or Amplitude and other platforms to create and maintain domain-specific analytics dashboards while enabling teams to access data and conduct self-service analysis on a daily basis.
• Strong knowledge of causal inference, experimental design, and predictive modeling techniques including incrementality testing, multi-armed bandit experiments, survival analysis, LTV Modeling, Propensity Score Matching, and Clustering algorithms.
• Proficient in key programming languages such as Python and R for data analysis, data mining, and building and deploying production-grade machine learning models specifically for behavioral science.
• AI/LLMs for data analysis a plus.
• Experience building, implementing, and maintaining data processes and an analytics roadmap.
• Experience working with an engineering team to implement a scalable data architecture and individual events including defining requirements and QAing implemented events.

Responsibilities

• Customer Roadmap Strategy: Partner with Blue Apron senior leadership to define and execute Blue Apron’s retention strategy, aligning roadmaps and timelines with core business goals. Move beyond historical averages to predictive modeling to determine user-level LTV and associated key value drivers, cohort segmentation, and churn forecasting. Partner with Lifecycle Marketing to improve and enhance direct-to-consumer programs such as email, app notification, direct mail as well as any loyalty-focused initiatives.
• Exploratory Analysis: Identify and lead high-impact exploratory workstreams to uncover growth levers in customer engagement, frequency, and share of wallet across marketing, digital experience, customer service and merchandising. Turn scrappy, ad hoc views with messy real-world data into robust, reproducible analyses.
• Cross-Functional Influence: Collaborate with the Culinary, Customer Experience, Product, Strategic, and Operations teams, using excellent communication and strong presentation skills to share strategic guidance and thought leadership in a way that is clear and actionable for employees at all levels. Display an owner’s mindset, identifying opportunities to improve the efficacy and actionability of customer data and segmentations across online/offline activations and site/app personalization.
• Measurement Frameworks & Governance: Own the definition and tracking of the Customer Reporting Suite that provides visibility to the size, health, and trends associated with the active customer file, acquisition cohorts and other key segments product health. Use causal inference to determine the true incremental impact of loyalty programs, skip-rate interventions, and win-back campaigns. Create and maintain domain-specific analytics dashboards while enabling teams to access data and conduct self-service analysis on a daily basis.
• Customer Profile Augmentation: Lead the strategy for enriching our first-party data . Identify and integrate third-party data sources and "House of Brands" signals from Wonder to build a 360-degree view of our home chefs. Recommend qualitative research projects to help the organization gain a deeper understanding of the Blue Apron consumer as well as the ‘the why’ behind quantitative behavioral insights. Evaluate third party providers to augment customer profiles with demographic and psychographic details and share of wallet competitive insights.
• Ecosystem Synergy: Collaborate with the broader Wonder organization to leverage shared platform data and build reproducible data solutions available across the house of brands. Work with our central data team to help define and advocate for a best-in-class data architecture, including documentation, structure, organization, and processes to ensure that complex data points across our activities come together to power unified, high-quality, reporting. Analyze how customer behavior at Blue Apron predicts future behavior within Wonder’s delivery platform and vice versa.

Benefits

• We offer a competitive salary package including equity and 401K.
• Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior