Senior Analyst, CRM

Senior Analyst, CRM

We’re looking for a hands‑on Omni channel–CRM Analyst to plan, execute, and measure lifecycle across both retail and e‑commerce. You’ll own definitions, reporting, and performance readouts, ensuring CRM has the information needed to communicate with and optimize our audience. You’ll work closely with CRM, Retail, Customer care, Email, Analytics, and Data Engineering to translate data insights into meaningful CRM activations. This role is for someone who understands omni‑channel analytics and how the customer moves seamlessly between retail, e‑comm and customer care.

• Define and maintain core CRM customer and segment definitions (e.g., tenure, lifecycle stage, value tiers, lapsed/reactivated, channel preferences).
• Build and automate CRM reporting across both retail and e‑commerce (file health, acquisition, repeat, reactivation, churn, and campaign performance).
• Build, automate, and maintain CRM dashboards and performance reports across retail, e‑commerce, and clienteling channels.
• Analyze customer behavior, segmentation, lifecycle journeys, and sales performance to identify opportunities to grow retention and loyalty across channels (Retail and ecom).
• Track omni‑channel campaign performance—from email to clienteling outreach for both retail and customer care and in‑store activations.
• Build measurement framework for marketing campaigns for Retail, Customer Care & Email to report on client engagement across segments and demo.
• Support A/B testing, cohort analysis, predictive modeling, and customer LTV forecasting.
• Work closely with CRM, Retail and Customer care to measure effectiveness of CRM loyalty campaigns and monthly outreach plans.
• Lead Loyalty analytics to support the CRM strategy and identify key opportunities for the business.
• Create cohort and time‑based views to answer questions such as:
  How quickly do store‑first vs e‑com‑first customers repeat? Are 2nd purchase rates changing over time or by channel? Which lifecycle segments are over/under‑performing vs plan?
• Design and measure structured tests (offers, cadence, segment strategies, new journeys) and deliver tight, business‑first readouts.
• Reconcile and QA data across systems (POS, ecommerce, ESP, CDP, data warehouse) to ensure a single, trusted view of CRM performance.
• Partner with Data Engineering to improve data availability, quality, and documentation for CRM use cases (attributes, events, consent flags, channel availability).
• Build clear, recurring views for stakeholders (dashboards, decks, exports) that show what’s working, what isn’t, and where to focus next.

• Minimum 3–5+ years in CRM / customer / lifecycle analytics (retail, ecommerce, or similar).
• Strong SQL skills (complex joins, aggregations, window functions) for building customer/cohort views directly from transactions and customer tables.
• Experience with major CRM / ESP / CDP platforms (e.g., Salesforce Marketing Cloud, Data Cloud, Salesforce Service/Sales Cloud).
• Experience working with omnichannel data (store + ecomm) and stitching performance back to customers or segments.
• Exposure to customer segmentation, CLTV methodologies, CRM outreach measurement and loyalty program strategies.
• Proven ability to turn vague business questions into structured analysis, tests, and clear recommendations.
• Comfortable working in a modern data stack (e.g., Snowflake/Big Query or similar) plus solid Excel/Google Sheets skills.
• High attention to detail and strong QA instincts when numbers don’t line up (digging into sources, logic, and joins).
• Clear communicator who can summarize complex analyses in concise, business‑friendly language.
• Other qualifications:
  Tableau, Sigma, or similar BI tools for building self‑serve dashboards and stakeholder views; GA4, Adobe Analytics, or similar for tying CRM performance to digital behavior and funnel metrics; experience designing or interpreting incrementality tests, holdouts, or lift studies for CRM.

New York, NY(Tri Beca), Hybrid Monday‑Friday. Travel None required.

Estimated Base Salary: $120,000–140,000. Base pay is one component of David Yurman’s total compensation package, which may also include the following for eligible employees: access to healthcare benefits, 401(k) plan, bonus, employee discounts, Summer Fridays (corporate roles), generous paid time off, sick time, and more.

David Yurman is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy, sexual orientation, gender).