Senior Analyst - Customer Planning and Analytics

POSITION OBJECTIVES: This position plays a pivotal role in supporting all FAS Brands within two significant areas of our business: (1) CRM & customer file insights and (2) credit and loyalty. This role is responsible for analytics supporting the credit / loyalty programs and management of the customer file, creating actionable insights, developing measurable goals / plans that align with annual budget and long-term growth objectives, and keeping stakeholders and leaders current on progress via “storytelling in reporting.” As a key resource within the team, this role works cross-functionally to uncover insights and surface recommendations to help drive the business.   FUNCTIONAL RESPONSIBILITIES: Aligns with Data Analytics team on customer segmentation insights, strategies, and customer file reporting needs. Connects key business drivers with customer file views, including loyalty, credit, product, and channel. Delivers insights to the business based on acquisition trends, customer file reporting, and lifetime value (LTV) / subsequent value (SV).  Works cross-functionally to ensure customer targets and payback metrics are included in investment decisions and success measurements. Utilizes monthly and quarterly file reports to assess customer file health and communicate to key stakeholders in the business. Independently conducts deep dives into performance to diagnose and update stakeholders in the business. Assists in the development of investment strategies that optimize current performance and long-term file health. Primary resource for credit and loyalty analytics, partnering with our credit card issuer and loyalty platform provider. Tracks and reports on credit card acquisition / activation, card spend, rewards redemption, and offer testing. Works closely with credit team on campaign design, testing, and analysis. Partners with Finance teams on revenue, expense, and rewards / points liability calculations. Tracks loyalty rewards issuance and redemption metrics and proactively collaborates on strategies to increase cardmember engagement. Supports incrementality testing and post-campaign analysis to evaluate effectiveness. Collaborates with CRM and marketing teams to refine offer selection and targeting strategies. Ensures our CRM offer strategy supports long-term customer file health and short-term business needs. Contributes to long-range planning, seasonal planning, and in-season forecasting efforts. Assists in developing customer KPI targets for all brands. Integrates customer insights into media and circulation planning across print, digital, and in-store channels. Assists in the development of customer lifecycle strategies, omni-channel incrementality and offers testing, and the seasonal budgeting and customer target / goal-setting process. Partners with Finance, Brand Marketing, CRM, Demand Planning, Merchandising and Data Analytics teams to align customer strategies with business goals.    COMPETENCIES: Culture Living the Chico’s FAS Values and Guiding Principles by demonstrating Customer Focus, Instilling Trust, Driving Engagement and Delivering Results with High Performance. Decision Quality Making good and timely decisions that keep the organization moving forward. Action Oriented Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Interpersonal Savvy Relating openly and comfortably with diverse groups of people. Situational Adaptability Adapting approach and demeanor in real time to match the shifting demands of different situations.   QUALIFICATIONS: Bachelor’s degree in business, marketing, statistics, or related field; master’s degree preferred 5+ years of experience in customer analytics, CRM, or marketing analytics within retail or consumer goods Proficiency in SQL, Tableau, and Excel; familiarity with Adobe Analytics and data warehouse platforms is a plus Strong understanding of customer segmentation, lifetime value, incrementality, and offer testing methodologies; experience with loyalty / credit programs preferred Ability to effectively switch between strategic and tactical environments within a fast-paced organization; excellent interpersonal and relationship management skills Demonstrated ability to simplify complex ideas and tailor communications based on the audience; effective use of emotion in storytelling to motivate the audience Experience working in cross-functional teams and managing multiple priorities Passion for women’s fashion retail and delivering outstanding customer experiences Intellectual curiosity and a collaborative, data-driven approach to problem-solving, preferred Ability to navigate organizational dynamics and influence decision-making, preferred #LI-SK