Senior Manager, Customer Experience Analytics

Company Description

Founded in 1960, Domino’s Pizza is the largest pizza company in the world, with a significant business in both delivery and carryout pizza. It ranks among the world’s top public restaurant brands with a global enterprise of more than 19,500 stores in over 90 markets. Domino’s had global retail sales of nearly $17.8 billion in 2021, with over $8.6 billion in the U.S. and over $9.1 billion internationally. In the third quarter of 2022, Domino’s had global retail sales of over $4.0 billion, with over $2.0 billion in the U.S. and nearly $2.0 billion internationally. Its system is comprised of independent franchise owners who accounted for 98% of Domino’s global stores as of the end of the third quarter of 2022. Emphasis on technology innovation helped Domino’s achieve more than half of all global retail sales in 2021 from digital channels. In the U.S., Domino’s generated more than 75% of U.S. retail sales in 2021 via digital channels and has developed several innovative ordering platforms, including those for Google Home, Facebook Messenger, Apple Watch, Amazon Echo, Twitter and more.

Job Description

The Analytics & Insights team has been a key contributor to driving Domino’s industry-leading growth by pairing strategic thought leadership with the latest analytic techniques in the fields of data science, machine learning, artificial intelligence, and primary research. The A&I team leverages their skills to drive outstanding consumer and employee experiences which fuel future growth.

 

The Senior Manager of Customer Experience Analytics will lead a team focused on our most granular marketing strategies at a customer level. This Senior Manager will leverage their industry expertise to lead a team focused on strategically optimizing the digital customer journey and evolving the enterprise understanding of nuanced and varied customer ordering patterns. This includes guiding projects focused on driving incrementality through improved engagement and conversion across all ordering platforms, delivering actionable customer and visit-level insights by designing and implementing advanced customer models (i.e. CLV, propensity modeling, etc.). In addition, this leader will partner with Marketing and IT teams to improve the Customer Experience and oversee a team providing personalized, multi-variate testing and sophisticated web analytics approaches utilizing the vast customer data within Domino’s web logs, proprietary customer database, and other data sources – and will be asked to bring new and innovative tools and approaches to the table to continue to advance our personalization analytic capabilities. Key to the role will be contributing to the vision, execution, and performance of strategic customer personalization initiatives.  

 

RESPONSIBILITIES AND DUTIES

Generate and Implement Continuous Process Improvements

• Provide thought leadership on the R&D of new customer propensity models which utilize Domino’s customer database to enable advanced marketing and measurement functionality; partner to implement developed models into DPZ workstreams
• Partner with marketing and IT teams to identify areas of need that could be better supported with customer-level insights
• Drive the transition to a more performance-oriented and test/learn-focused organization; develop a vision and craft a compelling business case for additional evolution: i.e., CRM integration, customer insights, dynamic ordering experiences, etc.

 

Collaborate with and Empower Marketing CRM team

• Build strategies for amplifying concepts, insights, and implications related to strategic business outcomes
• Lead technology & strategy solution engagements across multi-functional workstreams including customer data platform, data onboarding and activation, and analytics planning and execution
• Design and setup tests to measure new loyalty, owned media, and personalization tactics and campaigns
• Create persuasive and actionable findings for share outs across marketing

 

Managing People & Projects

• Act as a change agent with experience in leading teams from vision to driving business results
• Manage team members by defining the roadmap, establishing priorities, guiding the understanding of business questions and the digital experience eco-system, and focusing on career development
• Closely collaborate with business partners to develop and rollout recommendations and tools
• Partner with internal and external business stakeholders to establish deliverables and timelines.  Ensure team is accountable to commitments, including timing and accuracy of insights and other deliverables.
• Manage cross team efforts preparing for strategic meetings. Both project management and presentation authoring & review.

Qualifications

• Bachelor's degree in Data Science, Statistics, Mathematics, Engineering, Computer Science, or related field.
• 7+ years of relevant professional experience (management preferred)
• Strong leadership experience, formal management preferred.
• Strong experience solving business problems with data science, emphasis on business outcomes.
• Proficient in SQL
• Proficient in R or Python
• Applied experience with statistical computer languages (R, Python, etc.)
• Knowledge of advanced statistical techniques and concepts (regression, probability, properties of distributions, statistical tests, etc.) and experience with applications.
• Expert knowledge of creating engaging and compelling stories and presentations from data
• Proficient in Microsoft Office
• Advanced project management skills
• Outstanding written and verbal communication.

 

Additional Information

*This role is onsite in Ann Arbor, MI

*Hybrid-Tues-Thursday in the office