Customer Relationship Management Business Analyst
About Zenni
Zenni Optical pioneered the online eyewear business in 2003 to make prescription eyewear affordable and accessible to everyone. Based in Marin County, California, Zenni offers men, women, and children the freedom to express their personal style and individuality through high-quality prescription glasses and sunglasses. With its curated collections and thousands of frames, Zenni has sold over 35 million pairs of glasses since its founding. Zenni is proud to be the Official Eyewear Partner of the Chicago Bulls, San Francisco 49ers and Boston Red Sox along with having celebrity partnerships that include Rashida Jones and Cynthia Rowley.
Life at Zenni
• Work alongside talented and entrepreneurial people with diverse work and life experience
• Feel empowered with your tasks and projects in a flat, collaborative org
• Opportunities for growth at a highly successful and financially stable company
• Join a team that is passionate about our product and our customers
The Team
The Zenni Marketing team plays a vital role in driving the mission of the organization. We are focused on expanding our market share while also generating demand and interest from customers, building customer loyalty, and the further diversification of our business model through the creation of new verticals. Our talented team of marketing and sales professionals drive the business by collaborating with cross-functional departments to build out the Go-To-Market campaigns and provide an authentic Zenni experience for our customers. Areas we oversee include brand marketing, digital and traditional channels, global digital marketing expansion, CRM, business development, social, influencer marketing, and content creation for our blog as well as consumer insights and research. This position will be remote during Covid related shelter in place but will be based at Zenni's corporate offices in Novato, CA, with option to work from Oakland, CA location after return to office.
Job Description
The CRM Analyst is a newly created position and will be a critical member of the Zenni CRM team. Your work will support our charter of delivering our customers a best-in-class experience with the goal of driving channel growth, customer activation, and retention. As the CRM Analyst, you will help inform the evolution of the CRM team towards a customer-first, data-founded mindset. You will craft strategic recommendations for where CRM should focus our energies within our owned channels and beyond (email, SMS, strategic initiatives) and build use cases for and consult on CRM tech stack evolution. This role will report to the Head of CRM & Loyalty, and partner closely with many functions across the organization including the Senior Consumer & Market Insights Strategist to ensure alignment and consistency in our narratives.
Our team is growing, ambitious, and collaborative. We are looking for someone who is excited to be a part of the Zenni family and who will join us in fostering an amazing team (and company) culture.
Responsibilities
• Aggregate, analyze, & synthesize disparate data, translating complex ideas into compelling, actionable recommendations that drive CRM experiments, strategies, and tactics
• Work in partnership with our Senior Consumer & Market Insights Strategist to build ad hoc and ongoing customer insights reports
• Craft a holistic, customer-centric plan for CRM feedback loops across all channels & programs
• Be the SME for all things Customer Growth (new/returning), CLV, & Retention. Including tracking, measurement, analysis, benchmarks, cohorts
• Based on customer purchase and engagement data, make strategic recommendations to inform tech stack evolution and use case development for leading edge marketing tools: CDP/CIP, CRM
• Deeply understand our customers (existing and target segments) and help evaluate existing channels in reaching those customers as well as provide data about new channels we should consider investing in
Qualifications
• 5+ years of analytics experience in Marketing Research, Consumer Insights, Strategy/Management consulting, and/or Analysis
• Bachelors Degree in Marketing, Business, or related field such as statistics, economics, or computer science is a plus
• Experience working with qualitative and quantitative research; proven ability to translate analysis into concrete, actionable recommendations for business improvement
• Skilled at conducting quantitative research and analyses (survey design, programming, analysis and reporting) as well as qualitative research and analyses (e.g., question design, synthesizing open-ended responses into themes)
• Excellent written, speaking, and communication skills (ability to synthesize information into a clear, simple story and visualize data)
• Strong ability and willingness to collaborate effectively; work well with others and is considered a true team player
• Positive attitude, scrappy 'get the job done'/can-do-anything, creative problem-solver
• Solutions-driven, intellectual curiosity and a commitment to new technology
• Enjoys learning from and teaching others
*Local candidates preferred*
