The Customer Analyst role involves analyzing data to identify churn risks, optimize customer engagement strategies, and provide actionable insights to improve retention and satisfaction.
Who We Are
ButcherBox is a certified B Corp headquartered in Boston, and honored to be celebrating our second year in a row on Inc.'s list of Best Workplaces. At ButcherBox, we believe in better. That’s why we deliver 100% grass-fed, grass-finished beef, free-range organic chicken, pork raised crate-free, and wild-caught seafood directly to our members’ doors. All of our products are humanely raised or wild-caught and never given antibiotics or added hormones ever.
We’re working to build a world that’s better for all, and we’re inviting everyone to come along. For us, better means treating our planet with respect. It means improving the lives of animals and the livelihoods of farmers. It means never cutting corners when it comes to doing business. Ultimately, it means better meals, enjoyed together. Our team is made up of people who collaborate and support one another. We’re always looking for outstanding people to join our mission!
ABOUT THE ROLE
We are seeking a Customer Analyst to drive member retention and satisfaction for ButcherBox. This role requires someone with a strong analytics background who can partner closely with business partners to identify high potential opportunities and risks. This includes analyzing data to identify churn risks, developing and testing hypotheses, and implementing changes to drive improved churn and member outcomes. The Customer Analyst will be responsible for tracking and analyzing the performance of member-facing campaigns and tests, and for providing insights and recommendations to cross-functional teams. We are looking for a candidate with strong experience in retention and analytics platforms and languages.
The ideal candidate will find value in coming to our Watertown office at least twice per week for face-to-face strategy sessions, taking the occasional meeting on a walk around the river trails, and of course Taco Tuesday!
RESPONSIBILITIES
•Be an expert on & analyze CRM and order data to unlock opportunities, assess tests, & advise strategy. These areas will include on-site behavior, email/SMS performance, order behavior, churn, and segmentation, among others.
•Lead customer segmentation and engagement strategy to optimize customer lifetime value – identify opportunities to adjust member communication cadence and messaging.
•Support CRM and churn/loyalty stakeholders in designing, analyzing, & reporting on tests that lead to action-biased results & future iterative tests for order frequency, churn, our loyalty program, and audience targeting/segmentation.
•Advise on and analyze our Loyalty program and its impact on all of our members and ButcherBox.
•Deeply understand and improve the member journey – how it is impacted by our strategy and what we must do to make it easier for new prospects to become successful ButcherBox members.
•Develop modeling to understand optimal onboarding paths to identify top members early in their journey with ButcherBox.
•Maintain and iterate upon existing reporting suite, churn, and lifetime value modeling – building reporting that enables corrective actions.
•Collaborate with cross-functional teams to improve the top drivers of churn; create opportunities for our members to get more value.
QUALIFICATIONS
•3+ years of experience in lifecycle marketing/churn and retention.
•Strong data analysis skills; strong proficiency in SQL, experience with PowerBI. Experience with machine learning models.
•Excellent ability to translate technical analysis into tangible, actionable takeaways and reporting.
•Desire for learning in a fast paced, hands-on environment.
•Deep understanding of CRM/CDP tools (Klaviyo, Segment) a plus.
•Collaborative mindset with capability to juggle projects and priorities with exposure to senior leadership.
•Ability and willingness to commute to our Watertown, MA office 2-3 times per week
FUNCTIONAL EXPERTISE
•Bias towards action – strong visualizations are important, but analysis needs to drive change.
•Proficiency in A/B testing.
•Proficiency in SQL for data analysis.
•Ability to communicate with and influence various team members – from individual contributors to senior leadership.
•Deep experience with customer segmentation and campaign targeting.
What We Offer
Our Values
We are a mission-driven company and strive to embody our values in every step of the process. ButcherBox is driven by relentless improvement, accountability, humility, and customer obsession. We want our workplace to be one of growth and learning where everyone can be safe/comfortable to show up as their authentic self to work. Anyone who loves our products and goals is welcome here! We are proud to be an equal opportunity employer aspiring to incite positive change in the pastures, the fulfillment centers, the office, and the world.
Benefits
•Health: medical, dental, vision, and life insurance, an employer-funded HSA, and short & long-term disability benefits
•Financial: 401(k) with generous employer match
•Annual bonus based on company performance
•Time off: unlimited paid time off policy, 20 weeks parental leave, an executive team that encourages a good work/life balance
•Personal growth: Annual Learning & Development stipend, and access to a range of personal and professional coaching solutions through BetterUp
•Food: a free Custom Classic ButcherBox each month and weekly lunch reimbursement
•Others: reimbursement for wellness activities, an exceptional EAP, fertility benefits, life insurance and more
ButcherBox is an equal opportunity employer committed to fostering a diverse, inclusive environment at all steps in the hiring process. Every qualified applicant will receive consideration without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We are happy provide reasonable accommodations during our hiring process. Please click here if you need to request an accommodation for your interview.
Top Skills
Cdp
CRM
Klaviyo
Power BI
Segment
SQL
ButcherBox Boston, Massachusetts, USA Office
Boston, MA, United States
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