Manager - Customer Analytics - Starbucks



Ref: GP435-5659

Job description / Role

Employment: Full Time

Role Profile:
We are looking for an experienced and ambitious Manager to join our growing Insights & Analytics team and help Starbucks MENA to become a data-driven, customer-centric organisation

The right candidate will combine a passion for problem-solving and rigorous analysis, technical aptitude and ability to learn new techniques, and a hands-on approach. As we build our team, he/ she must be able to work effectively and produce results without requiring detailed instructions or processes to follow. He/ she will play a pivotal role in developing our data and analytics capabilities, and will work with the Senior Manager to define our initial and long-term technical set-up

The below Key Performance Areas include but are not limited to:

As a key part of our Insight and Analytics team, the Customer Analytics Manager will consistently:
- Clean, manipulate, transform and harmonize customer datasets to ensure accuracy, validity and completeness, and to optimize analysis
- Identify, analyze and interpret trends, and discover hidden patterns in complex structured and unstructured data sets, including primary research data
- Identify and execute the analysis required to provide consistent, robust KPI reporting
- Conduct analysis that will help us drive continuous improvement in customer acquisition and retention, our loyalty program, the effectiveness of our website, conversion through our digital channels, and the efficiency of digital marketing across multiple markets
- Prepare and validate financial projections for marketing initiatives to measure the top-line and bottom-line impacts of our activities
- Conduct analysis that rapidly detects changes in customer behavior, diagnoses the driver(s) behind this change, and proactively make data-led recommendations to the Marketing team
- Analyze the impact of marketing campaigns and make recommendations to optimize future campaigns
- Identify, create and update targetable audience segments and customer segments by blending online and offline data from a range of sources, and creating segmentation algorithms
- Conduct ad-hoc analysis and create bespoke reports aimed at maximizing growth opportunities, optimizing media spend, and counteracting negative trends
- Explore ways to improve data collection, and make recommendations for research
- Contribute toward the establishment of a data-driven decision-making culture across our channels
- Contribute toward the development and application of statistical and machine learning tools and techniques to respond to specific business problems
- Contribute towards the development of improved data and insight visualization, including KPI dashboards, that support the businesses' understanding of relevant trends and insights


Holds a BA/BS in Business, Statistics or Mathematics (preferred), or Computer Science, Marketing or a related field.
- Expert knowledge of Google Analytics (Universal)
- Google accreditations preferred
- Expert knowledge in common analytics tools (Microsoft Excel, including Pivot Tables, Macros and VLOOKUPs,) and visualization tools (QlikView/Tableau or equivalents)
- Expert knowledge of lookalike modelling and datamining techniques
- Deep knowledge of advanced statistical techniques and concepts (regression, properties of distributions, statistical tests and proper usage, etc.)
- Expert knowledge of, and experience with a customer data platform (e.g. Exponea), Salesforce Marketing Cloud, or similar
- Familiarity with CRM systems
- Good understanding of the MarTech landscape and how it will evolve in the near future
- Over 5 years of experience focused on customer analytics, ideally in a B2C retail business
- Experience of working in an omnichannel retail business is a valuable plus
- Track record of consistently delivering and optimizing routine business data, reporting and analysis (including management KPIs)
- Track record of completing ad-hoc/ bespoke analysis in support of business objectives
- Proven experience developing and implementing new processes and techniques for customer analytics is essential
- Experience with statistical computer languages (R, Python, etc.) preferred
- Experience in querying and manipulating datasets using SQL (advanced knowledge of SSQL required) or Python
- Solid experience and knowledge of technical and non-technical documentation best practices (Change Requests, Business Requirements, etc.) to support effective implementation
- Experience of creating reports and presentations to explore findings and make business recommendations
- Experience of managing primary research, via third-party agencies
- Experience working in a fast-paced and demanding environment, effectively interacting with many cross-functional teams

Project management; data manipulation and statistical analysis; developing business recommendations; developing analytical and reporting tools; primary research management, qual and quant; good understanding of omnichannel retail and marketing is a valuable plus

Ability to work quickly, responsively and with an openness to embrace new ideas and ways of working; ability to prioritize tasks effectively; managing stakeholders across the internal team, agencies and partnerships; effective communication and presentation skills
Additional role requirements:
- Proactive and can-do attitude; exceptional analytical abilities and hunger to develop further; ability to inspire and engage others, and develop a positive, success-oriented and data-driven culture

About the Company

As a leading international franchise operator, with nearly 90 of the world’s most recognised brands in its portfolio, Alshaya Group brings great shopping, dining, leisure and hospitality experiences to millions of customers across the Middle East & North Africa, Russia, Turkey, Europe and beyond.

Alshaya Group is a dynamic multinational business and family owned enterprise with a consistent record of growth and innovation. For 35 years, Alshaya has been a pioneering force in brand franchising, using its exceptional knowledge and experience to expand at pace.

Our portfolio of well-loved international brands includes Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn, KidZania and, coming soon, Hampton by Hilton.

From one retail franchise store opened in Kuwait in 1983, Alshaya Group has consistently grown and diversified and today offers customers an unparalleled choice of brands across multiple sectors; Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings, Leisure & Entertainment, and Hotels. A diverse, skilled team of 53,000 people from 120 nationalities support more than 4,000 stores, cafes, restaurants and leisure destinations, a growing online business and a commitment to delivering great customer experiences.

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