Manager, Customer Analytics & Insights

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

The Manager, Customer Analytics & Insights will contribute to the development of a best-in-class Customer Analytics & Insights program by supporting the broader organization with strategic insights and customer analytics. You will be responsible for the following:

Strategy: Ensure the time spent on work is meaningful and aligned to marketing and brand goals, contributing to Signet’s overall growth goals.  Develop recommendations that further the ability for our brands to make strategic decisions based on deep understanding of customer performance data. Embed in the right routines at the right time and speak up when there is information that could improve the organizations’ ability to make impactful changes.  

Analysis: Partner directly with a brand and your peers to provide actionable insights leveraging a multitude of datasets. Responsible for executing analysis 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. 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. 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. 

 Key Responsibilities 

• Data Analysis – lead organization, execution, and storytelling of strategic analysis projects 

• Primary knowledge of the CJA data model, customer transaction dataset, and the clickstream(digital) data are fundamental to your ability to understand what the team could do in any given analysis and the ability to report on the full customer journey 

• Manage resources contributing to any given analysis deliverable (60%), while also contributing to analysis yourself (40%) 

• Work closely with your brand leader to ensure awareness of brand’s goals and strategic priorities with alignment of reporting deliverables 

• Execute tactical analysis & plans with growing strategic ownership 

• Report Generation- Help build and maintain recurring reports and dashboards using Tableau to provide key stakeholders with the ability to monitor customer KPIs and engagement metrics by leveraging tools such as Excel, SQL and Tableau to support report creation and data visualization.  

• Customer Performance Insights – Lead translation of data findings into actionable summaries and presentations to deliver for Brand stakeholders. Coach and mentor teams to improve their ability to create compelling connections and insights. 

• Data Validation & Documentation – Perform data quality checks to ensure accuracy and consistency across sources while documenting data sources, reporting logic, and definitions to support transparency and alignment across teams. 

• Manage work effectively through project tracking software and clear updates to your leaders and teams.  

• Knowledge share – Work closely with analytics peers across all brand families to ensure awareness of other brand’s strategic objectives and corresponding customer insights requests to promote sharing of key learnings 

Education Required:

Bachelor’s degree in relevant field or equivalent work experience

Required or Acceptable Job-Related Experience.

Technical/Other Skills Required:

• Bachelor’s degree or 5+ years of customer analytics experience

• Demonstrated ability to take initiative and ownership to move projects forward

• Demonstrated ability to translate data into actionable insights

• Demonstrated ability to create compelling visualizations and storytelling with data via PowerPoint or other deliverable mediums

• Strong presentation skills, both verbal and written – ability to present to senior leadership teams

• Team-oriented mindset with the ability to give direction and collaborate across various internal teams

• 3+ years experience in data analytics, coding languages as well as other data wrangling tools (SQL, Alteryx, AWS)

• Demonstrated ability to leverage data visualization tools (Tableau)

• Creative problem solver 

• Commitment to building strong relationships

• Ability to manage time effectively and balance multiple tasks