Job Location US-AZ-Phoenix Department Store Support Staff (Corporate/ Field Support) Position Type Full-Time Requisition ID JREQ-392764 Overview The Customer Analyst II will support CRM strategy through advanced analytics, data modeling, and customer segmentation. This role sits at the intersection of customer behavior, marketing performance, and data analytics, responsible for transforming complex data into actionable insights that improve engagement, retention, and lifetime value. Essential Functions CRM Analytics & Insights (50%) Own performance measurement of CRM campaigns across email, SMS, push, and other channels, including engagement, conversion, and revenue attribution Analyze customer behavior and lifecycle trends to identify opportunities to improve retention, frequency, and lifetime value Translate complex datasets into clear insights and actionable recommendations for marketing and business stakeholders Proactively identify trends, anomalies, and opportunities to optimize CRM performance Support ad hoc analysis requests and present findings to cross-functional partners Customer Segmentation & Targeting (15%) Design, build, and maintain scalable customer segmentation frameworks to support CRM and broader business initiatives Develop and manage audience lists using SQL and/or Python for campaign targeting and personalization Partner with CRM and Data Science teams to operationalize segmentation strategies, including propensity, churn, and LTV-based targeting Ensure segmentation logic is accurate, documented, and consistently applied across campaigns Continually refine segmentation strategies based on performance insights and evolving business needs Data Development & Technical Execution (15%) Write and optimize SQL queries across large, complex datasets (Databricks or similar environments) to support analysis and campaign execution Utilize Python (or similar tools) for data transformation, analysis, and automation Develop and maintain dashboards and reporting tools (Power BI or similar) that enable self-service analytics and visibility into CRM performance Partner with data engineering teams to integrate new data sources and improve data accessibility and reliability Testing & Optimization (15%) Design and analyze A/ B and multivariate tests to evaluate CRM strategies and incrementality Establish testing frameworks and measurement methodologies to support continuous optimization Monitor test results and provide recommendations to improve campaign effectiveness Data Quality & Governance (5%) Validate data accuracy and troubleshoot discrepancies across CRM and analytics datasets Maintain documentation for segmentation logic, reporting definitions, and analytical methodologies Partner with cross-functional teams to ensure data integrity and consistent metric definitions #LI-CS 1 Knowledge, Skills, Abilities and Physical Requirements Bachelor's degree in STEM, Business, or related field. 2-5 years of experience in analytics, CRM, or a similar hybrid business/technical role Strong proficiency in SQL and/or Python; experience working with large datasets in cloud environments (Databricks or similar) Hands-on experience with building dashboards in Power BI or a comparable BI/visualization platform (Tableau, Looker, etc.). Solid working knowledge of Braze or a comparable enterprise CRM/marketing automation platform. Demonstrated experience designing and analyzing A/ B and multivariate tests with statistical rigor. Strong grasp of CRM and lifecycle marketing fundamentals: segmentation, engagement metrics, retention strategy, and channel behavior. Familiarity with GA 4 for cross-channel performance measurement. Excellent communication skills; ability to translate analytical findings into clear narratives for both technical and non-technical audiences. Highly detail-oriented with a track record of delivering accurate, high-quality work in a fast-paced environment. Preferred: Braze Certified Practitioner or equivalent platform certification. Background in customer segmentation, lifecycle marketing, or loyalty analytics Experience supporting cross-functional stakeholders in a retail or CPG environment. Familiarity with Liquid templating or other dynamic content logic within CRM platforms.