Responsibilities

• Own measurement and reporting for Mazda's CRM program across email and push channels; Maintain the CRM measurement framework, including KPIs, customer journey stages, and attribution methodology, in alignment with agency and client stakeholder teams; Build and maintain data visualizations that make CRM performance clear and actionable for stakeholders; Develop reporting automation that streamlines recurring deliverables and improves reporting efficiency and consistency; Deliver recurring performance reporting and ad hoc analysis to client CRM and CX stakeholders; Partner with digital analytics teams to connect CRM engagement metrics with website behavior and customer journey outcomes.
• Navigate Salesforce Marketing Cloud for reporting and analysis, including locating and working with Data Extensions to source campaign and audience data; Build SQL-based reporting automation from Marketing Cloud data to support recurring measurement and audience analysis; Support CDP-related measurement, including behavioral triggers, audience expansion, and activation reporting; Lead customer segmentation, lifetime-value, and loyalty/defection (churn) analysis to inform audience prioritization.
• Design and execute A/B and multivariate tests across CRM and digital programs, from hypothesis through readout; Design and run holdout and incrementality tests, using control-group methodology to isolate CRM-driven lift; Apply statistical methods, including regression, hypothesis testing, and forecasting, to validate performance drivers and forecast customer behavior; Maintain the account's test-and-learn roadmap and translate results into optimization recommendations.
• Partner with BI and engineering teams on executive dashboards in Domo, Tableau, and Power BI serving stakeholders across agency and client teams; Identify insights through analysis of CRM, customer, and website behavioral data, surfacing trends, opportunities, and performance drivers for stakeholders; Translate analytical output into commercially framed recommendations for senior stakeholders; Present findings in recurring client meetings and executive readouts.
• Collaborate cross-functionally with CRM strategists, developers, and creative teams to inform campaign planning and optimization with data; Partner with analytics, CRM, media, CX, and technology teams across agency and client organizations; Guide analytical priorities and delivery standards across supporting analyst resources; Partner with the Group Director, Customer Experience Measurement & Analytics, to support measurement initiatives across CRM, customer journeys, and digital experiences.

Requirements

• 5-7+ years of experience in CRM analytics, marketing analytics, digital analytics, or customer analytics.
• Experience navigating Salesforce Marketing Cloud for reporting and analysis, including working with Data Extensions.
• Advanced SQL, including building automated reporting workflows; working proficiency in Python or R for statistical analysis.
• Experience designing and executing A/B, multivariate, and holdout/incrementality tests and applying statistical methods (regression, hypothesis testing, forecasting).
• Experience with customer segmentation, CLV, and churn/loyalty analysis.
• Proficiency with BI platforms such as Domo, Tableau, or Power BI, including data visualization and reporting automation.
• Familiarity with web analytics and customer journey measurement platforms such as Adobe Analytics, Customer Journey Analytics (CJA), Google Analytics, or similar solutions.
• Strong communication skills, including presenting analysis to senior client stakeholders.

Preferred

• Experience in automotive or another complex customer-lifecycle business.
• Familiarity with CDP measurement and activation reporting.
• Experience with attribution modeling and paid media measurement.
• Experience analyzing website, CRM, and customer journey data to support optimization recommendations.
• Agency experience with executive client stakeholders.