POSITION PURPOSE:
The Director of Insights and Analytics will lead the development and execution of data-driven strategies that enhance our business performance and customer engagement. This role encompasses Business Analytics, Sales Forecasting, Consumer Insights, Customer Care Center operations, Pricing Analytics, Marketing and Loyalty Analytics, and Budget Management. The ideal candidate is a visionary leader who can motivate and empower a high-functioning team to achieve ambitious goals and support the company’s growth objectives.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Business Analytics: Develop and oversee comprehensive business analytics strategies to inform decision-making across all levels of the organization. Analyze key performance indicators (KPIs) and provide actionable insights to drive revenue, profitability, customer loyalty, and operational efficiency
Sales Forecasting: Lead the sales forecasting process, utilizing historical data and market trends to create accurate and reliable forecasts. Ownership of the forecasting model and accountability for refining the model as needed to ensure accuracy. Collaborate with cross-functional teams to ensure alignment and support in achieving sales targets.
Consumer Insights: Oversight of consumer insights and research, leading an consumer insights team that conducts in-depth consumer research to identify brand metrics, trends, preferences, and behaviors. Utilize insights to inform product development, marketing strategies, loyalty programs, and customer experience enhancements.
Customer Care Center: Lead the Customer Experience Team responsible for our Customer Care Center operations. Develop systems and processes that enable high levels of service and customer satisfaction. Work closely with the Integrated Marketing team to ensure that scripts are brand appropriate. Manage vendors, balancing effective tools with overall platform costs. Leverage data to improve customer experience and unit-level operations.
Pricing Analytics: Develop and implement pricing strategies based on market analysis and competitive intelligence. Monitor price sensitivity and performance to optimize revenue and profitability. Manage a third-party pricing consultant across company and franchise locations.
Marketing and Loyalty Analytics: Analyze the effectiveness of marketing campaigns and loyalty programs. Utilize test and learn strategies to unearth incrementality and impact. Provide insights to enhance customer retention, engagement, and overall brand loyalty.
Budget Management: Manage the Advertising Fund, ensuring optimal allocation of resources. Collaborate with finance and other departments to track spending and maximize ROI on analytics initiatives.
Analytics and Insights Leadership: Work closely with the CEO, CFO, and other Executive Leaders to provide timely insights into business performance, macro trends, and competitive insights.
Business Planning: Actively participate in annual planning to shape the company Annual Operating Plan (AOP), and prepare materials for business meetings throughout the year, including Board of Directors and Earnings Calls.
Team Leadership: Build, mentor, and lead a high-performing analytics team. Foster a culture of collaboration, innovation, and continuous improvement, empowering team members to achieve their full potential.
Budget Oversight:
Direct Responsibility: $1-2M
Indirect Responsibility: $45-55M
QUALIFICATIONS – EDUCATION, EXPERIENCE, LICENSE/CERTIFICATIONS:
To perform this job successfully, an individual must be able to satisfactorily perform the essential functions of the job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of the job. The requirements listed below are representative of the education and/or experience required.
Education/Work Experience:
Bachelor’s degree in Business, Marketing, Statistics, Data Science, or a related field; Master’s degree preferred.
15+ years of…