Senior Manager - Customer Analytics

Some of what you will do:

This role will drive analytical leadership within the company and enable data-based decision making to help Staples Canada become a leading data-driven organization. The individual will lead the Customer Analytics practice as part of the Enterprise Analytics & Data Science team. Our multi-tenant cloud platforms power our analytics and ML/AI capabilities and we’re looking for an active hands-on contributor to play a central role in helping our teams understand performance and impact of their strategies. Additionally, the role will be continuously challenged to bring forward valuable insights to help their partners make better and more informed decisions.

We’re on a transformation journey and this role will be a key enabler in accelerating our analytics practice. In addition to having direct ownership over Customer Analytics, this role will work closely with various cross-functional partners and have the opportunity to build deep insights across the customer journey – extending to marketing and our B2B functions. This role will also lead to the development and ongoing evaluation of a unified Customer 360 capability, enabling a consistent view of customers across channels and business functions.

Specifically, You Will:

• Own and develop the vision, strategy, and execution for a best-in-class customer intelligence and analytics function, ensuring scalability of systems, governance, tools, capabilities, processes, and talent.

• Drive both strategic and tactical execution to unlock the value of data across internal and external data sets and generate critical actionable insights to drive the decision-making process.

• Establish analytical standards and best practices to be leveraged across the company’s ecosystem.

• Execute on the roadmap and deliver reporting & impactful insights to core partners across the customer journey.

• Provide customer and business insights and recommendations to drive increased revenue, conversion, traffic, profitability, customer engagement, retention, and improved customer experience. Implement quick wins to support the overall business objectives.

• Own the Customer 360 roadmap and delivery, partnering across Analytics, Data Science, Engineering, and business teams to establish a trusted customer view and enable customer analytics across the organization.

• Focus on automation and utilizing technology to provide repeatable solutions; drive optimization and efficiency initiatives to support reduced cycle time and automation across existing workflows.

• Partner with B2B, Marketing, and other teams to bring forward solutions to accelerate their roadmaps, enabling us all to move faster and further together.

Some of what you need:

• BS / BA, preferably in Mathematics or Computer sciences or any other quantitative discipline.

• Strong understanding of customer analytics, including customer segmentation, behaviour, journeys, retention, and personalization.

• Exceptional analytical and critical thinking skills; ability for translating large, complex datasets and digesting them into actionable business insights that have an impact.

• Experience with Looker, PowerBI, or any Business Intelligence tools.

• Expert in SQL and strong proficiency in Python.

• Proficiency with statistical tools such as SAS or R assets.

• Understanding of the Google Cloud Platform or other cloud-based data platforms.

• 5-7 years in a highly analytical, results-driven environment.

• 3+ years of experience specifically in retail data management and analytics.

Physical demands/working conditions:

• Office environment – Hybrid, with 4 days onsite in Richmond Hill, subject to the hybrid policy.

Some of what you will get:

• Associate discount

• Health and Dental benefits

• RRSP/DPSP

• Performance bonuses

• Learning & Development programs

• And more...