Lead Customer Intelligence

  • Full-time

Company Description

We want to become the #1 in the minds and hearts of families in the Netherlands. That is our vision. Our mission is to make the life of families in the Netherlands more beautiful and easy.

Our Customers tell us that happiness not only comes from the big moments, but especcialy from the small things; a spontanous pillow fight, a compliment or a hug. Thats why we offer our customers room to experience these suprisingly beautiful moments. That is our Purpose. That is how we want to make the difference. 

Increasing customer satisfaction is the most important strategic objective of wehkamp. To make customer satisfaction transparent, a lot of data has to be analyzed so that connections become clear and clear action plans can be set to continuously improve the experience for our customers.

Job Description

The Lead Customer Intelligence, will bring a data-driven understanding of customer needs and behavior to cross functional business partners. They will inform all leaders and areas of the business of meaningful insights gleaned about our customers’ behavior changes and general health of our customer base. Their data findings will ultimately improve the customer experience and drive financial results. This function report directly to the CCO (chief customer officer)

Responsibilities

  • Be a thought leader within the field of Customer Intelligence
  • Provide data analytics for a value driving and quality focused customer segmentation
  • Working in partnership with the Business Intelligence and TECH teams.
  • Utilize statistical modeling, advanced analytics and experimental design to produce business insights that allow optimization of client engagement and marketing investments.
  • Drive the development and utilization of predictive analytics that enable better targeting and personalized engagement activities.
  • Track results of client engagement activities at  ecommerce level.
  • Develop custom made forecasting models for different parts of the organization.
  • Uncover customer patterns, gaps and business opportunities through analysis of our customer data coming from disparate sources.
  • Act as a knowledge expert on the health of customer base and educate and service all teams in wehkamp to do the same.

Qualifications

  • Graduate degree / MBA is highly preferred (e.g. statistics, applied mathematics, econometric, etc).
  • 10 years of relevant experience with a leading luxury retailer or similar consumer driven organization.
  • Highly skilled in managing a high performing analitics team and be the solving agent of team impediments
  • Confidence with presenting strategic analytical topics on C-level
  • Familiarity with advanced analytical techniques such as clustering, decision trees, logistic regression, and recommendation systems.
  • Proficient in developing high quality, reusable, and scalable analytics supporting a wide variety of customer and business outcomes.
  • Demonstrated passion for and strong experience in digital analytics and working with data
  • Strong working knowledge of the digital landscape
  • Experience working on a large, matrixed, digital team
  • Excellent quantitative and analytical skills
  • Excellent problem-solving skills
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