Purpose:
This position is responsible for leading our customer service analytics and reporting strategies. This person will play a key strategic role in supporting Customer Care & Ecommerce, in addition to adjacent teams who directly provide customer support, by expanding our customer analytics capabilities and delivering actionable insights about our business.
Minimum Eligibility Requirements:
- Bachelor’s degree, preferably in Business, Statistics, or Computer Science (relevant experience can be substituted for the required education on the basis of one calendar year of experience for one academic year of education).
- 5+ years of relevant experience required, or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company.
- 3-5 years working in analytics role, with a focus on improving customer service preferred.
- Expertise in Customer Service best practices, systems and processes a bonus.
- Expertise working with large datasets, from data mining & analysis to building visualizations and dashboards via BI tools such as Power BI or Tableau.
- Solid proficiency in SQL. Experience with R and/or Python a plus.
- 2+ years of experience with enterprise CRM solution required; Salesforce strongly preferred.
- 2+ years of experience in CRM / database marketing strategy & execution.
- Demonstrated proficiency with inferential statistics.
- Demonstrated ability to translate data into strategic business outcomes, with a structured and data driven approach to business problem solving.
- Must be highly analytical, enjoy working directly with data, and be able to provide data-driven rationale for new projects, initiatives, and marketing strategies.
- Must be able to work independently as well as cross functionally with multiple teams, from leading the strategy to execution to success measurement.
- Must be organized, detail-oriented and possess strong problem-solving skills.
- Ability to multi-task and work in a fast-paced environment.
- Personal integrity, humility, and an appreciation for the power of true teamwork.
Essential Job Functions:
- Drive improvement & expansion of existing analytics efforts for all call center performance across all our contact channels (call, chat, email & social) including but not limited to customer satisfaction, sales, process efficiency, and cost management.
- Become a thought leader in how to measure customer service levels for our brand, how customer service predicts customer behavior, and prescriptive recommendations for action.
- Determine success measurement for online chat on the website, including success measurement, exploratory behavioral analyses, and recommendations to improve customer experience and performance.
- Partner with Product Resolution team by analyzing product trends, building & maintaining actionable dashboards & reports, to identify process efficiencies and help our team solve customer issues more effectively.
- SME and key analytics owner of our call & case data.
- Partner with IT & data engineering teams to upgrade infrastructure of our Customer Care data to expand report automation and empower more sophisticated analyses.
- Establish & lead self-serve reporting/analysis strategy.
- Champion expertise with customer service analytics and bring to adjacent areas of the business, e.g. Store Ops, PRO/Commercial teams.
- Conduct extensive and self-directed analysis as defined by established business goals.
- Support cross-functional stakeholders by leading measurement strategy, KPI selection, and methodology to determine incremental value.
- Be compliant with all appropriate Privacy Preferences and Security protocols.
Working Conditions (travel & environment)
- Travel may be required including air and car travel
- The noise level in the work environment is typically quiet to moderate.
PHYSICAL/SENSORY REQUIREMENTS
Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.
Note: Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law. Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.
This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.
Benefits & Rewards
Bonus opportunities at every level
Career advancement opportunities
Relocation opportunities across the country
401k with discretionary company match
Employee Stock Purchase Plan
Referral Bonus Program
Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)
Equal Employment Opportunity
Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law.
This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.
