Sr. Manager, Customer Analytics

Job Description

We are seeking a strategic and technical Senior Manager of SALLY Customer Analytics to lead the evolution of our customer analytics for the SALLY business unit. This is a pivotal mid‑career plus role for an analytics professional who has mastered the technical execution and is ready to drive strategy. You will lead the strategy for understanding who our customers are, predicting what they will do next, and determining how to best engage them.

Your primary mission is to increase Customer Lifetime Value (CLV) by powering hyper‑personalized CRM campaigns, driving retention strategies, and proactively reducing churn.

The Senior Manager of Customer Analytics is a hands‑on analytics manager role with people‑management responsibilities and an expanded strategic delivery scope. This role sits at the intersection of advanced analytics and business strategy and is critical to advancing SALLY’s Understand & Activate Customer agenda. In this role, you will become a true consultative partner to the business. You will lead the design of rigorous Test & Learn frameworks, engineer advanced customer segmentation strategy, and most importantly synthesize complex data into compelling narratives that drive executive decision‑making.

You will act as the bridge between our evolving Data Lake capabilities (Databricks) and commercial revenue opportunities. As SALLY’s data environment evolves (cloud data lake, advanced tooling, and scaled activation), this role elevates analytics to a consultative, insight‑led, and recommendation‑driven partner to the business.

This is not a remote position; it is hybrid working onsite 3 days a week at the SBH Support Center located at Legacy West Plano.

“At Sally Beauty Holdings, we find beauty in diversity. Our inclusivity and self‑expression are what fuel our innovation and growth. You are welcome here, and you can thrive here. We find beauty in YOU. Join us.”

• Synthesize & Persuade:
  Serve as the primary storyteller for the SALLY business unit. Translate complex statistical outputs into clear, visually compelling presentations (PowerPoint) that dictate strategy for Merchandising, Marketing, and Channel leads.
• Consultative Leadership:
  Interface directly with the SALLY Senior Leadership Team (SLT) and shift the dynamic from “reactive data service” to “proactive strategic thought partnership.”
• Business Acumen:
  Develop a deep understanding of the SALLY business model to ensure all analytical deliverables are commercially relevant and directly impact the P&L.

Lead and manage the end‑to‑end operations of strategic customer test & learn programs across CRM, marketing, lifecycle, and LCOD initiatives. Own audience strategy, test and control design, and ensure consistent and statistically sound test execution. Partner closely with CRM, Marketing, and test platform partners (e.g., APT) to ensure rigor, repeatability, and scalability of customer experiments. Establish and enforce measurement hygiene, including guardrails for attribution, incrementality, and performance readouts.

Mentor and guide team members in advanced experimental design and customer measurement best practices.

• Audience Strategy & Design:
  Manage the operations of strategic customer campaign test designs (A/B testing, multivariate testing) and audience management in partnership with CRM. Move beyond basic demographics to build behavioural, psychographic, and value‑based segments (e.g., RFM, propensity‑to‑buy) that drive targeted communication.
• Rigorous Measurement:
  Own the measurement framework (Test vs. Control) to ensure consistent, scientifically valid execution of campaigns.
• Standardization:
  Institutionalize and maintain Standard Operating Procedures (SOPs) regarding customer campaign measurement, reporting hygiene, and data integrity.
• Vendor Management:
  Drive the testing framework and maintain hygiene with external test platform partners (e.g., APT).
• Lifecycle Optimization:
  Partner with the CRM and Marketing teams to design data‑driven customer journeys (Onboarding, Growth, Retention,…