JOB DESCRIPTION

The purpose of this position is to build and manage the ability to report and analyze customer behavior across a portfolio of brands and tell the story of how changes in customer behavior impacts business performance. In addition to analyzing customer behavior, the position focuses on our digital and loyalty programs, enabling insights that drive the growth of those programs. This includes campaign, offer, personalized communication, and overall program analysis. To support this, the role is also responsible for a deep understanding of our data and collaboration with data product, data engineering, and other analytics groups.

The Manager will lead a team of analysts, collaborate with cross-functional stakeholders, and ensure the delivery of actionable insights that shape marketing and business strategies. This role is integral in driving forward our investment in a proprietary customer data infrastructure targeting over 200 million consumers and households containing thousands of customer attributes. The position will leverage our industry leading platforms to both future-proof our marketing capabilities in a cookie-less digital landscape and influence the marketing strategy based on insights the team delivers.

RESPONSIBILITIES

• Customer Lifecycle Reporting and Analysis – manage the automated customer reporting platform and perform ad hoc analysis on a suite of KPI’s, including customer lifecycle (New, Reactivated, Retained, Churn) and strength of customer (Recency, Frequency, Monetary, Clumpiness) segmentation methodologies
• Customer data management – in partnership with product teams, build and optimize the customer data management process for a portfolio of brands, creating and analyzing an Inspire-view of the customer
• Customer Data Platform – build and maintain the proprietary customer data tables which includes 100’s of attributes leveraged in owned and paid channel marketing
• Customer modeling – build and own customer models to allow segmenting, targeting, and personalizing communication across all channels
• Campaign analysis – analyze campaign data to optimize and measure campaign performance across all channel metrics
• Campaign execution – partner with cross functional stakeholders to help execute campaigns to optimize customer loyalty and lifetime value
• CRM analysis - Deliver analytics support to the CRM & Personalization team to enhance 1:1 marketing strategy and expand the use of owned channels (e.g., email, app, SMS).
• Team Management - general management, people development, stakeholder management

EDUCATION AND EXPERIENCE QUALIFICATIONS

• Bachelor’s degree in Analytics, Mathematics, Engineering, Economics, or a related quantitative field required.
• Minimum of 7 years’ experience in Customer analytics (loyalty and retention)
• Minimum of 5 years analysis experience, using SQL, R, Python, and / or other advanced statistical techniques
• Minimum of 5 years of experience in reporting and dashboarding using Tableau, Power BI, and / or other visualization software
• Minimum of 4 years’ significant business ownership experience working with CRM and customer analytics in hospitality, travel, retail, or consulting environments
• Minimum of 8 years demonstrated experience in partnering with key stakeholders to deliver results
• Minimum of 5 years’ experience in analytical talent management

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• Ability to lead cross-functional teams and deliver results
• Conscientious about meeting project deadlines
• Excellent oral and written communication skills
• Personal integrity, humility, an appreciation for the power of true teamwork, and a sense of humor
• Passion for the restaurant industry and desire to train in our restaurants to learn operations. A strong desire to help shape the future at Inspire Brands
• Self-starter personality who can operate with minimal supervision

PREFERRED

• Experience with Snowflake database syntax and best practices
• Advanced SQL / Excel skills
• Experience creating and maintaining routines and tasks to manipulate raw data to support automated dashboarding in Tableau/PowerBI or other business intelligence software
• Experience working with test & control group design to measure campaign effectiveness with statistical significance
• Experience working with multi-channel campaign engagement data to optimized omnichannel marketing campaigns

 

Inspire is a multi-brand restaurant company whose portfolio includes more than 33,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.

We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.