Manager, Customer Performance Analytics
Acima
Manager, Customer Performance Analytics
Acima
Point-of-sale lease-to-own financing for retailers
Job Description:
Manager Customer Performance Analytics
(Draper Utah, On-Site)
At Upbound Group, we are committed to elevating financial opportunity for all through innovative, inclusive, and technology-driven financial solutions that address the evolving needs and aspirations of consumers. The Company’s customer-facing operating units include industry-leading brands such as Rent-A-Center, Acima and Brigit that facilitate consumer transactions across a wide range of store-based and digital retail channels, including over 2,400 company-branded retail units across the United States, Mexico, New York and Puerto Rico. Upbound Group, Inc. is headquartered in Plano, Texas.
ABOUT THE POSITION
The Manager, Customer Performance Analytics is a key contributor, leading the customer analytics function that enables data-driven decision making across the Upbound enterprise. This leader develops and evolves the organization’s customer intelligence capabilities while influencing business strategy through actionable insights, advanced analytics, trust, and partnership with senior leaders.
This role is responsible for influencing and implementing the strategic direction of customer analytics for the Growth Organization, encompassing each business unit (RAC, Acima, Brigit), and executive leadership, ensuring analytical resources are focused on the highest-value opportunities aligned to enterprise priorities. The Manager leads a high-performing team, develops future leaders, advances analytical methodologies, and drives continuous improvement across processes, tools, and ways of working.
The Manager serves as a trusted advisor to the Growth organization, each business unit (RAC, Acima, Brigit), and executive leadership by translating complex customer data into clear business recommendations that influence growth strategies, customer experience and financial performance.
KEY RESPONSIBILITIES
[LEADERSHIP]
Strategy
Ensure the time spent on work is meaningful and aligned to Growth organization & Business Unit goals, contributing to Upbound’s overall growth goals. Develop strategic recommendations that further the ability for our Executive & Business Unit leaders to make decisions based on deep understanding of customer performance data. Serve as a trusted thought partner by bringing forward emerging customer trends, risks, and opportunities in a proactive manner.
Analysis
Partner directly with the Growth organization and your peers to provide actionable insights leveraging a multitude of datasets. Responsible for leading and assisting with analysis execution in addition to support from your direct reports, using the tools and data available relative to those customer experiences, using both tool-based analytics and coding languages, like SQL, SAS, and Python. Establish best practices for customer analytics, data quality, analytical methodologies and insight generation. Produce compelling visualizations and insights to tell the story of the customer. Communicate those insights clearly and appropriately throughout the organization.
Team Management & Development
Ensure team is working on the right deliverables at the right time, while fostering a culture of accountability, curiosity and continuous improvement and collaboration. Coach and develop talent to effectively manage performance, advance skillsets. Provide both strategic and technical direction to align to the broader goals of the team. Identify and advocate for the right tools and methodology necessary to achieve goals. Establish and lead regular communication routines within your team, and outside the team to share insights and recommendations.
[DAY TO DAY RESPONSIBILITIES]
Strategic Analytics Leadership
Lead the strategy, prioritization, execution and communication of high-impact analytical initiatives that influence the Growth organization’s customer decisions
Strategic Business Partnership
Serve as a trusted advisor by proactively identifying customer trends, risks, and opportunities, translating customer insights into strategic recommendations that influence business planning and decision making
Full Funnel Analytics & Reporting Excellence
Lead the evolution of full funnel recurring reporting, automated dashboards and self-service analytics capabilities including Power BI/Sigma, SQL, Snowflake/Snowflake Cowork and other enterprise tools to provide scalable, actionable insights across the organization
Customer Performance Insights
Drive the translation of complex customer analyses into executive-ready presentations, recommendations, and business narratives that enable informed strategic decisions. Coach peers and team members to elevate storytelling, visualization and business communication
Operational Excellence & Governance
Establish and continuously improve standards for analytical methodologies, data quality, documentation, validation, prioritization, and project management to ensure consistency, transparency and scalability across the Customer Performance Analytics function.
People Leadership & Talent Development
Build, coach and develop a high performing team of analysts through regular feedback, mentoring, performance management, and succession planning.
Cross-Functional Leadership
Strengthen partnerships across Growth, Business Unit, Executive Leadership, Finance, Technology and CX Analytics tams to promote knowledge sharing, consistent measurement practices, and enterprise-wide customer intelligence
Organizational Leadership
Identify opportunities to improve team processes, analytical capabilities, tools, and operating models while championing innovation, automation and continuous improvement across the organization
QUALIFICATIONS
COMPENSATION/BENEFITS
Work Location
Ability to work in the Plano, Texas or Draper, Utah office, Monday through Friday, with travel between locations as necessary based on transformation and governance activities.
Sponsorship
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.
Equal Opportunity Employer
Upbound Group is an equal opportunity employer committed to ensuring all employment decisions are made on a non-discriminatory basis in accordance with applicable federal, state, and local laws.
This job description is not intended to be all-inclusive. Coworker may perform other related duties as negotiated to meet the ongoing needs of the organization.
Upbound Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Acima offers lease-to-own financing that lets retailers complete sales by purchasing goods and leasing them to customers who may not qualify for traditional financing. The process uses a digital application—via mobile app, website, or in-store—with approval based mainly on income and checking history rather than credit scores, plus data from consumer reporting agencies; customers make an initial payment and follow a flexible renewal plan, with early purchase options to lower total costs. It differentiates itself through a nationwide network of retail partners serving unbanked and underbanked Americans with a tech-driven, point-of-sale LTO experience across online and brick-and-mortar channels. The goal is to provide accessible financing that helps people rise above financial constraints while helping retailers grow sales and expand through omnichannel approaches, a strategy later strengthened by integration into Upbound Group to build a leading virtual LTO platform.
Explore more opportunities at Acima