Loyalty Analyst

J Crew New York , NY 10007

Posted 4 weeks ago

Title: Loyalty Analyst

Location: New York City


This position supports J.Crew's loyalty group by providing analysis on loyalty program performance, personalization results, and overall customer engagement. Using R, SQL, Tableau, Excel, and other tools, s/he will deliver critical analyses that drive business decisions, optimize loyalty programs and offers, and improve customer experience. The analyst will create robust bottoms-up forecasts and analyses to measure the efficacy of the overall program, perform tests of various promotional activities and any ad-hoc projects that drive membership, redemption and spend. S/he will be adept at analyzing and synthesizing information to ensure complete visibility on loyalty program performance. An ideal candidate will be able to explain complex analyticalapproaches in layman's terms and discuss results and business case impacts with non-technical business users.


  • Ensure consistent tracking, analysis, and reporting of core loyalty KPIs in weekly and monthly dashboards

  • Analyze and report on effectiveness of baseline loyalty and PLCC programs, leveraging R, SQL / Hive to query customer and loyalty databases from structured (Oracle) and unstructured (AWS) data repositories

  • Develop a POV on the necessary enhancements to customer data to ultimately better report loyalty performance

  • Own the testing roadmap for loyalty offer optimization, develop accurate testing schemes (test v. control, A/B testing), and report on individual impact of tests as well as broader impact on total business performance, profiling key driving segments

  • Conduct continual deep dive analyses into program performance and provide recommendations for improvement and testing across all loyalty programs

  • Implement formal analytical processes from end to end including data gathering, data profiling, numerical model building, calibration, cross-validation, putting product into production, etc.

  • Utilize algorithmic/programming toolkit to build models that improve profitability, growth, retention, redemption and other KPIs, as well as inform financial forecasting

  • Design and institute new metrics and deliverables to regularly track the effectiveness of loyalty strategies to key stakeholders and make strategic go-forward recommendations based on trends noted in the data

  • Build and maintain reporting dashboards and scorecards ranging from high-level executive summaries to in-depth metric-specific analyses that track analytical performance and calculate improvement to the business

  • Offer thought leadership on analytical approaches related to loyalty, CRM, and personalization and help build tools to attack complex and nebulously defined issues

  • Manage the development of weekly, monthly, quarterly, and annual membership forecasts

  • Work in conjunction with finance and accounting on program P&L's, modeling, and forecasting

  • Support adhoc requests as needed


  • 3-5 years customer and marketing analytics experience in an ecommerce environment

  • B.A./B.S. degree required, M.B.A or other advanced degree preferred

  • Deep experience using query tools like R, SQL, Hive and SAS to analyze transactions, web/clickstream, campaign, loyalty and other diverse data sets

  • Superior research, statistical, analytical, processing and mathematical skills with ability to structure clear output

  • Technical knowledge of customer database platforms, loyalty and analytical systems; SessionM and AWS experience a plus

  • Well versed in all aspects of business intelligence, marketing analytics, customer behavior and value

  • Power user of Omniture, Google Analytics, Tableau, Excel, Qlik and other BI tools

  • Experience with data-focused marketing and predictive analytics/models preferred, including financial forecasting

  • Demonstrated ability to apply logical and data-driven thought process to problem solving

  • Motivated to be a player on a team that works constantly to improve itself through discovering new analytics techniques and software tools that advance the quality of our work

  • Ability to analyze and synthesize large and complex data sets down to key takeaways

  • Strong presentation and communication skills

J.Crew Group, Inc. is an Equal Employment Opportunity (EEO) Employer

We are committed to affirmatively providing equal opportunity to all associates and qualified applicants without regard to race, color, ancestry, national origin, religion, sex, marital status, age, sexual orientation, gender identity or expression, legally protected physical or mental disability or any other basis protected under applicable law.

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Loyalty Analyst

J Crew