Location
Framingham, MA | United States
Job description
Job Description
Customer Loyalty Analyst
Bose is built on disruptive innovation – an unwavering commitment to our customers, having the courage to challenge the status quo, and the fundamental belief that anything is possible. It is in our Brand’s DNA to never settle; we have a passion for discovering better ways to help people enjoy the things they love. We need people like you, people with better solutions. If you join us, you’ll find the opportunity to do your best work and the freedom to enjoy it. Our goal is to make your experience exciting and meaningful, while your opportunity is to help enhance the future of our brand and the benefits that audio can deliver to customers around the world.
We are in midst of revamping our CRM program. We are building a world class loyalty program that matches our passion for getting best in class audio products to our customers. The Customer Loyalty Analyst role will be part of the Customer Analytics team within Global Marketing Advanced Analytics and will bring customer loyalty, CRM, and customer analytics expertise to the team required to advance the sophistication on how we engage with our customers. You will provide insights and optimization recommendations for the Loyalty and CRM program. You will develop recommendations on structuring a program that builds advocacy among our customers and rewards them for loyalty, constantly improve the program through test & learn opportunities, build the most effective KPI framework to measure and refine the loyalty program and forecast the incremental value delivered by the program for annual business planning. Your customer insights and recommendations will also inform the broader customer strategy, channel strategy, and help drive business growth.
Key Responsibilities:
- Develop and execute the analytics agenda and measurement framework for the Loyalty program
- Own the measurement framework to assess Bose Loyalty program and constantly refine it to ensure that we are measuring the loyalty KPIs that have maximum impact on incremental business revenue
- Leverage personalization as a key strategy to drive up customer advocacy through strategic testing. building a loyalty focused modeling roadmap and collaborating on the best technology tools for implementation
- Be the SME on customer loyalty analytics and deliver insights on customer advocacy and CRM program performance to support the development of winning strategies and help business leaders understand the performance drivers
- Participate in the annual business planning process and provide forecasts on incremental value driven by CRM and loyalty programs
- Develop and execute on the roadmap to enhance our current self-service Loyalty, CRM, and Customer dashboards
Skills Required :
- Bachelor’s Degree, preferably in marketing, business, or statistics
- 7+ years of experience conducting customer database analysis with expertise in Loyalty and CRM concepts and practices
- 5+ years of hands-on experience with loyalty campaign analytics, including incrementality measurement using control groups, and test design
- Proficiency in building and delivering high impact and easy to follow presentations
- Ability to analyze data, unveil customer truths and weave them into effective stories as inputs to critical business decisions
- Ability to independently manipulate data using SQL or Python
Bose is an equal opportunity employer that is committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. For additional information, please review: (1) the EEO is the Law Poster ( and (2) its Supplements ( Please note, the company's pay transparency is available at Bose is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the application or employment process, please send an e-mail to
[email protected] and let us know the nature of your request and your contact information.
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