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Director, Customer Insights & Data Science Apply
Posted Date: Aug-24-2020
Job ID: 18078
Job Type: Full Time
Job Function: Marketing
Store: Greater Seattle Area
Please visit the Covid-19 Hiring Updates before applying
What's cool about this job This job contributes to REI’s success
by contributes to REI’s success by bringing the most relevant
customer learnings and insight to the forefront; highlighting what
makes a difference to our members. Whether looking at existing data
to extract insights and learnings or nodding to the future of
derived and predictive analytics, you’re a leader who gets excited
about data and the power it unleashes to help an organization
ideate, evolve and grow. This role will own and drive the strategy
and vision for Customer Analytics at REI. Leading multiple teams,
you will design and execute a structure that supports both the
ability to unearth actionable insights that drive and support
corporate and divisional strategies, as well as develop and refine
our ability to understand and deliver increased relevance with our
5.8 million Coop members. You will lead a brain-trust that helps
business partners understand existing, and develop new,
opportunities to connect with members based on relevant perspective
found in existing data sources. Models and acts in accordance with
REI’s guiding values and mission. This role will play a key
leadership role in defining and building capabilities to leverage
our deep data assets and drive actionable customer understanding
that informs and grows our business. Leveraging data to understand
consumer behavior and drive strategic recommendations will be of
equal importance to building out REI’s Advanced Analytics team,
focusing efforts on methodologies and processes designed to drive
profitable growth (via acquisition, retention, and wallet share
growth). Identifies and communicates key responsibilities and
practices to ensure the organization promotes a successful
attitude, confidence in leadership, and teamwork to achieve
Supports the implementation of company programs, procedures,
methods and practices to promote REI key messages.
Challenges and inspires employees to achieve business
Ensures employees adhere to legal and operational compliance
Oversees training and development of employees directly and
indirectly managed and makes effective staffing decisions.
Conducts and ensures the completion of performance reviews.
Provides coaching, direction and leadership support to employees
in order to achieve department, company and customer results.
Establishes and maintains visibility within the department.
Monitors operational statistics, reports trends, variances and
issues, and takes appropriate action.
Lead REI in new directions by deliver analytical insights and
implications through the customer lens; provides a foundation for
corporate and divisional strategy development.
Lead a team of analytical professionals – including Sr.
Statistical Analysts and Data Scientists – focusing on both driving
business results as well as employee mentoring and personal
Develop a strategic framework to deliver advanced analytical and
data mining solutions to understand key business behaviors such as
customer acquisition, cross-sell, member retention, lifetime value,
channel preferences, member loyalty, and shopping behavior.
As the Customer Data Warehouse business owner, you will define
data sources, metrics, dimensions, and dashboards to facilitate
inquiry, analysis and reporting; collaborating IT to ensure data
hygiene and data integration across sources.
Develop and implement roadmap for data mining and quantitative
methods to advance customer segmentation, persona development,
customer retention marketing strategies, marketing mix modeling,
audience optimization efforts and other key business
Partner with cross-functional leaders to leverage customer
intelligence to drive and optimize marketing programs, and online
and in-store experiences.
Engage and influence C-Level executives & Divisional leaders
with strategic recommendations based on customer analytics.
Lead and implement development of customer centric benchmarks
including leading and lagging KPI’s.
Key leader in Customer Insights management team, supporting the
integration of efforts in Customer Analytics, Customer Research,
Competitive Intelligence, Program Analytics, Advanced Analytics and
Bring your passion and expertise BS/BA required, preferred
undergraduate degree in marketing, business, and/or mathematics.
10+ years of work experience in customer or advanced analytics –
retail or longitudinal business model experience preferred
Experience with enterprise data management platforms like
Netezza/Teradata, familiarity with big data platforms like Hadoop a
plus. Skilled with analytical tools like SAS, SQL and
data-visualization tools such as Business Objects, Tableau.
Comfortable and effective when interfacing with senior
executives. Strong ability to understand business problems and
translate to analytical initiatives
Proven success in driving cross-divisional analytical bodies of
work, with multiple constituents and competing agendas.
Strong time management and prioritization skills with ability to
manage multiple projects simultaneously
Excellent verbal, interpersonal and written communication
skills, with emphasis on data visualization skills. Ability to
synthesize findings into essential insights and communicate them
effectively to senior management.
Builds capacity of individuals and teams through effective
employee development, involvement, communication, and supervision
Creates a strong, mutually supportive work spirit and culture
where people can do their best.
Establishes trust and inspires others.
Makes effective organization and people decisions in a manner
consistent with REI's values and ethics.
Delivers on commitments and holds others to same.
Champions the organization and advocates solutions in the
overall Company's best interest.
Uses business knowledge, innovative thinking, and sound judgment
in the solution of problems or the pursuit of business
Consolidates information from various sources including feedback
from others to reach sound decisions.
Considers the ultimate impact of decisions and actions on
internal and external customers.
Fosters change in company direction.
Effectively plans and executes changes.
At REI we offer an enviable work environment that Fortune
Magazine has recognized on the "100 Best Places to Work" list since
the award's inception – 23 years in a row! Sure, we work hard, but
it’s balanced with time off to play—a strategy that works for us as
we continue to grow and thrive. Want to enjoy a workplace where you
can be yourself, be heard and be respected while having a job that
challenges you? This is the place.
With more than 160 retail locations (and growing), REI offers
unique competitive benefits to its more than 15,000 employees,
including healthcare, gear and apparel discounts, free equipment
rentals and challenge grants to help employees reach personal
outdoor goals, generous retirement plan contributions, public
transit subsidy, adoptions assistance, paid sabbaticals, and
REI is an Equal Opportunity Employer
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