Reports To: VP Customer Experience

Direct Reports: Manager, Sales Operations

FLSA Status: Exempt (Not eligible for OT)

Employment Type: Full time

Position Overview: Deliver advanced customer analytics to inform business strategy, drive execution, generate organic growth, sustain operational excellence, and elevate the customer experience. Act as a consultative thought leader to solve business questions across different lines of business, requiring a strong sense of partnership with cross-functional leaders and technology.

Essential Job Functions:

• Lead the Customer Data & Analytics team to develop and execute a robust customer insights strategy that accurately reflects and confirms the voice of the customer, ensuring that the customer experience and brand excellence are at the heart of decision-making.
• Champion the voice of the customer across all facets of the business utilizing insights derived from customer data analytics. Partner with Product and Marketing partners to understand correlations between company data and market research or other third-party data.
• Apply advanced analytical techniques to solve specific business challenges and build value by increasing customer loyalty and advocacy, maintaining lifetime value, and acquiring new customers that fit the ideal customer profile.
• Build predictive analytics models (i.e. cross-sell, churn propensity models, customer health scoring, next best customer model, next best offer model, CLTV, etc.) to inform strategy development and impactful activation.
• Collaborate with cross-functional teams to identify and progress customer data driven use cases based on regional / local priorities.
• Data management: collect, structure, and analyze data sets from multiple sources to provide relevant insights across the enterprise.
• Identify and review AI opportunities to advance customer analytics capabilities, accelerate business growth, and deliver elevated customer experiences.
• Distill and communicate complex subject matter to stakeholders with a wide array of technical knowledge.
• Direct custom quantitative and qualitative customer research studies, customer focus groups and observational studies to understand customer behaviors and preferences. Partner with Product and Marketing partners to understand correlations between company data and market research or other third-party data.

Non-Essential Job Functions: Other duties as assigned

Training: On the job

Qualifications:

• Education & Certifications: Degree in computer science, information systems, business administration, or marketing, with statistical / mathematical knowledge.
• Experience: 5 years of hands-on experience in data science, modeling, insight development, data management, research, customer-centric thinking. Practical familiarity with analytics and business intelligence tools and marketing / data platforms.

Key Competencies: Performs well under pressure, Advanced Excel and PowerPoint Skills, Team-Oriented, Listening, Problem-Solving, Time Management, Flexible, Highly Organized, Detail-Oriented, Professional Communication (written & verbal), Data-Driven, Process-Oriented, Analytical, Approachable, Strong Business / Financial Acumen

Physical Requirements: Long periods of sitting or standing at an individual workstation, heavy computer work.

Working Conditions: Daily work in a temperature controlled office environment, heavy computer work, must be able to stand/sit for duration of work day

EEO Statement: National Safety Apparel provides equal employment opportunities for all persons regardless of race, color, religion, sex, national origin, handicap, disability, ancestry, age, veteran status, marital status, sexual orientation or any other protected group status as defined by law.