Zappos is looking for a customer obsessed Site Engagement Analyst to own analysis and reporting for the CRM team. This role will be pivotal in shaping how we understand, engage with, and grow our customer base through data-driven insights . The candidate will have a strong understanding of ecommerce KPIs, customer journeys and site/app analytics. The right candidate will have analytical skills to answer strategic questions that are complex, dynamic, and not always clearly defined. The candidate must possess strong technical skills, including proficiency in data analysis tools and visualization platforms, while maintaining a deep understanding of customer behavior and retail dynamics. The ideal candidate will be passionate about deeply understanding who our customer is, what motivates them and how we can improve their experience. They should have a collaborative mindset that enables them to work effectively across Marketing, Merchandising, and Technology departments. This position sits on the CRM team within the Customer Experience organization.

Key job responsibilities
* Analyze raw data sets and conduct deep dives into site data and customer journeys
* Conduct quantitative analyses that range from specific questions to open-ended questions that inform large scale strategies with the ability to determine what data is needed
* Develop quantitative and qualitative insights the inform our CRM strategy across all customer touchpoints
* Deep dive into customer journeys to inform new customer conversion, second purchase rates, and retention strategies
* Partner with marketing teams to optimize customer communication strategies across channels (email, push, etc.)
* Develop and track key customer metrics and KPIs to measure strategy effectiveness
* Build and maintain strong partnerships with cross-functional teams including Marketing, Merchandising, and Technology
* Maintain ongoing reporting and develop reporting capabilities to answers ad-hoc business questions
* Educate and empower stakeholders with tools and techniques to solve evolving business challenges
* Scale analytic capabilities by troubleshooting data issues, leading enhancements and driving the adoption of analytics tools

About the team
The F2 Subsidiary Customer Experience org supports both Zappos and Shopbop, Amazon Fashion subsidiary businesses with teams in New York, NY, Madison, WI, and Las Vegas, NV.

Site Engagement Analyst, Zappos, Customer Experience