Senior Customer Analyst
MOO, United States

MOO set out to shake up the world of print back in 2006. And we’ve come a long way since. Today we’re a 300 + strong team (we’re thinking of getting matching jackets) who create print and digital products for companies of all sizes from Google and AirBnB to the guy who makes those amazing prints you found at a craft fair.Our global HQ is in London, UK, while we also have premises in Dagenham. In the US, you’ll find us in Boston, MA, as well as Lincoln, RI and Denver, CO.
We’re making new and exciting things and we could really do with your help.
We are seeking an experienced senior customer analyst to join Moo’s Customer team. You will be a part of a highly collaborative and tightly knit team, spread across Boston, Denver, and London.
You will have the opportunity to make a huge impact in developing our customers and maximizing their lifetime value and frequency of return. Your primary deliverable will be to work with the customer teams to design a loyalty and subscription proposition for our customers that will allow them to be serviced according to their needs.This is a hybrid role which requires strategic leadership in the retention and customer experience space as well as heavy analytical skills so as to work with novel data that has not previously been manipulated.
Do you follow Kevin Hillstrom, know the ins and outs of new sales tech, and know which ecom business has the best loyalty program and why? This is a job for you. You should be part retention marketer, part customer service aficionado, and part analyst.
You should be so excited about driving loyalty and value for customers, you can scale up and down the B2B and B2C marketing strategy to ensure our onboarding sticks and customers come back over and over again.
Responsibilities

• You will drive the customer purchase behavior segmentation strategy, and establish a measurement model that can be used across all channels and customer touchpoints (including account and customer services).
• You will build out an enhanced framework for our customer retention strategy, partnering with our marketing analysts to enhance our customer profiles based on purchase, needs, and lifetime behavior.
• You’ll identify opportunities of how to more powerfully use our customer data, to automate and optimize our onboarding, experience and retention processes and solutions.
• You will be leading our customer scenario modelling, identifying key cohorts where we should be positioning our services for potentially high LTV customers, and forecasting retention and engagement KPIs that will be used to measure marketing impact, thus helping the services and marketing teams optimize budgets and effort.
• You will play a pivotal role in our comms and customer marketing planning, driving data-driven decisions that drive revenue growth.

About you

• 5+ years of experience working in loyalty and retention program development using customer insights and cross-platform data.
• Strong commercial SQL, BigQuery and Tableau skills - you will be working with new data and will need to be able to visualize and present it to senior stakeholders.
• Expert knowledge of sales tech and customer tech tools such as Salesforce, Acoustic, Chattermill, Zendesk and Pardot - you should be able to easily combine the insights from these tools to tell an end to end customer story.
• Leadership and stakeholder management capabilities across multiple functions and seniority levels; able to speak technically with a data engineering team and speak strategically with a c-suite operational leader.

What’s it like to work at MOO?MOO’s the kind of workplace where you can really be yourself. Dye your hair purple. Hit the sofa with your laptop. Whatever helps you feel comfortable and happy at work. We want to help you grow in your career and set you up for success while also recognising the importance of a healthy work/life balance.
That’s why we offer 23 days’ PTO plus Federal holidays, a 401(k) match, MOO stock option program, paid parental leave and we’ll cover 100% of your health, dental and vision care premiums. We’ll also cover you with life insurance and long-term disability insurance, and we offer a wellness program too.
Diversity StatementWe are working hard to create a representative, inclusive and super-friendly team, because we know that different experiences, perspectives and backgrounds make for a better workplace. And that creates a better experience for our customers. MOO doesn’t discriminate on the basis of race, color, religion or belief, gender, national origin, age, sexual orientation, marital status, disability, veteran status or any other protected class