Senior Customer (CRM) Analyst

You know the moment. It’s the first notes of that song you love, the intro to your favorite movie, or simply the sound of someone you love saying “hello.” It’s in these moments that sound matters most. 

At Bose, we believe sound is the most powerful force on earth. We’ve dedicated ourselves to improving it for nearly 60 years. And we’re passionate down to our bones about making whatever you’re listening to a little more magical. 

The Marketing team at Bose consists of passionate, bold, and music-loving storytellers. We tap into the magic of what makes Bose, BOSE, and through our marketing efforts, connect that magic with people who relate to our belief that sound is the most powerful force on earth.

Job Description

We are in midst of revamping our CRM and Loyalty programs. We are building a world class program that matches our passion for getting best in class audio products to our customers. The Customer CRM Analyst role will be part of the Customer Analytics team within Global Marketing Advanced Analytics and will bring customer loyalty, CRM, and customer analytics expertise to the team required to advance the sophistication on how we engage with our customers.  You will provide insights and optimization recommendations for the CRM and Loyalty program.  You will develop recommendations on structuring a program that builds advocacy among our customers and rewards them for loyalty, constantly improve the program through test & learn opportunities, build the most effective KPI framework to measure and refine the program and forecast the incremental value delivered by the program for annual business planning.  Your customer insights and recommendations will also inform the broader customer strategy, channel strategy, and help drive business growth.

Key Responsibilities:

• Develop and execute the analytics agenda and measurement framework for the CRM program
• Contribute to the measurement framework to assess Bose Loyalty program and constantly refine it to ensure that we are measuring the loyalty KPIs that have maximum impact on incremental business revenue
• Leverage personalization as a key strategy to drive up customer advocacy through strategic testing. building a loyalty focused modeling roadmap and collaborating on the best technology tools for implementation
• Be the SME on CRM retention and loyalty analytics and deliver insights on customer advocacy and CRM program performance to support the development of winning strategies and help business leaders understand the performance drivers
• Participate in the annual business planning process and provide forecasts on incremental value driven by CRM programs
• Develop and execute on the roadmap to enhance our current self-service CRM and Customer dashboards

Skills Required :

• Bachelor’s Degree, preferably in marketing, business, or statistics
• 7+ years of experience conducting customer database analysis with expertise in CRM customer retention and loyalty concepts and practices
• 5+ years of hands-on experience with 1st party customer campaign analytics, including incrementality measurement using control groups, and test design
• Proficiency in building and delivering high impact and easy to follow presentations
• Ability to analyze data, unveil customer truths and weave them into effective stories as inputs to critical business decisions 
• Strong data fluency with ability to independently manipulate data using SQL or Python

Bose is an equal opportunity employer that is committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. For additional information, please review: (1) the EEO is the Law Poster (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf); and (2) its Supplements (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm). Please note, the company's pay transparency is available at http://www.dol.gov/ofccp/pdf/EO13665_PrescribedNondiscriminationPostingLanguage_JRFQA508c.pdf. Bose is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the application or employment process, please send an e-mail to Wellbeing@bose.com and let us know the nature of your request and your contact information.

Our goal is to create an atmosphere where every candidate feels supported and empowered in the interviewing process. Diversity and inclusion are integral to our success, and we believe that providing reasonable accommodation is not only a legal obligation but also a fundamental aspect of our commitment to being an employer of choice. We recognize that individuals may have different needs and requirements based on their abilities, and we provide reasonable accommodations to ensure ideal conditions are met during the application process.

If you believe you need a reasonable accommodation, please send a note to wellbeing@bose.com