CRM & LOYALTY ANALYTICS ANALYST

Job Description

About Sally Beauty Holdings, Inc.

At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon quality products at a value price. Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.

About The Role

We are seeking a curious and technically capable Customer Analyst to join our growing Customer Analytics team supporting the SALLY and BSG business units. This is an early-career role for an analyst who is passionate about using data to understand customer behavior and drive measurable business results. You will analyze our CRM and loyalty database to uncover insights and trends, build audiences for targeted marketing programs, and measure the incremental impact of customer campaigns.

The Customer Analyst is a hands-on execution role at the heart of our Understand & Activate Customer agenda. Working within our modern data lake environment (Azure + Databricks), you will support the full analytics lifecycle: building audiences and test/control designs, running campaign measurement, performing customer segmentation, and delivering ad hoc analysis that informs CRM, Marketing, and Merchandising decisions. You will work closely with senior analysts and managers who will mentor you in advanced experimental design, statistical rigor, and business storytelling, providing a clear pathway to grow into more strategic and advanced analytics responsibilities. This is a hybrid role reporting into the support center at Legacy West in Plano Texas.

Responsibilities

Campaign Measurement & Reporting including vendor-funded targeted offers (35%)

• Campaign Analysis: Analyze the performance of CRM and marketing campaigns (email, SMS, push, direct mail) and recommend opportunities to improve performance, targeting, and incremental revenue.
• Test vs. Control Execution: Support the execution of the Test & Learn measurement framework, ensuring flawless setup of customer targeting, test and control groups, and statistically sound performance readouts.
• Loyalty Program Health: Conduct recurring analysis of the loyalty database to assess overall program health, including enrollment, engagement, redemption, and retention trends.
• Reporting Hygiene: Follow and help maintain Standard Operating Procedures (SOPs) for campaign measurement, reporting consistency, and data integrity.

Customer Segmentation & Audience Building (30%)

• Audience Development: Build campaign audiences and customer segments based on transactional and behavioral data (e.g., RFM, lifecycle stage, category engagement) to drive more relevant targeted communications.
• Retention, Upsell & Cross-Sell: Perform segmentation for campaigns that are critical drivers of customer retention, upsell, and cross-sell, generating significant incremental revenue.
• Model Support: Assist in developing and scoring propensity models to identify customers who are likely to respond, increase visitation, or defect.

Data Analysis & Ad Hoc Insights (25%)

• Ad Hoc Agility: Deliver timely ad hoc analysis in support of CRM, Marketing, and Merchandising questions, balancing speed with accuracy.
• Customer 360 Understanding: Integrate information from a variety of data sources (transactions, loyalty, digital, campaign response) to arrive at a broader understanding of the SALLY and BSG customer.
• Insight Communication: Summarize findings into clear, well-organized outputs (Excel, PowerPoint, Power BI) that senior analysts and business partners can act on.

Data Quality & Collaboration (10%)

• Data Stewardship: Help ensure accuracy and consistency of customer data used in analyses and downstream reporting tools (Power BI, dashboards).
• Team Collaboration: Partner with senior analysts, data science, CRM, and marketing teams; proactively share learnings and contribute to a culture of technical excellence and business curiosity.

Knowledge, Skills & Abilities Requirements

Education & Experience

• Education: Bachelor's degree in Mathematics/Statistics, Computer Science, Economics, Marketing Analytics, or related field required.
• Experience: 2+ years of directly related experience in data, customer, CRM, or marketing analytics.
• Industry: Experience in a Retail, CPG, and/or agency marketing environment preferred.
• CRM Exposure: Experience in CRM or loyalty analytics (Email/SMS/Push) is preferred.

Technical Skills

• Core Languages: Proficiency in SQL required; working knowledge of Python (pyspark, pandas) strongly preferred.
• Big Data & Cloud: Exposure to Databricks, Spark/PySpark, or cloud data environments (Azure/AWS) is a plus; willingness to learn is required.
• Statistical Knowledge: Foundational understanding of hypothesis testing, A/B testing, and segmentation techniques (e.g., RFM, clustering).
• Visualization: Experience with Power BI, Tableau, or similar visualization tools is a plus.
• Presentation: Strong Excel skills and the ability to build clear, well-structured PowerPoint outputs.

Competencies & attributes

Ability to “connect the dots” across disparate data points and communicate findings clearly. A self-starter with strong attention to detail who is eager to learn, takes ownership of deliverables, and is comfortable working in a fast-paced, evolving data environment.

• Passionate Learner – inquisitive about the business; open to feedback and coaching, applies learning quickly; applies learning to improve processes and procedures, proactively shares learning with colleagues and leaders
• Flexible & Agile Adapter – responsive and open to change; works well with ambiguity; adapts to new plans or directions; keeps calm under pressure; perseveres to achieve the plan/task; doesn't dwell on the past
• Effective Communicator – articulates in an appropriate and accurate manner; emotionally astute while remaining authentic to own style/self; demonstrates active listening and uses probing questions; is concise and relevant with data/info
• Team Builder – references the importance of teamwork and actively demonstrates collaboration and sharing; participates in effective teams; values the importance of inclusion and various sources of thought/input; humble when operating within a team
• Customer Focused Partner – understands internal and external customer needs; contributes to plans and actions to improve the associate and customer journey/experience; holds self accountable for improving the customer experience; is an advocate for the customer
• Results Driver – effective at delivering on plans; holds self accountable to a high standard of delivery; focuses on the right priorities and uses resources/time wisely; demonstrates grit and determination
• Problem Solver & Decision Maker – able to consume department/operational data to identify business opportunities; identifies, gathers, and examines the relevant information; makes recommendations and takes action to solve challenges

Working Conditions & Physical Requirements

The typical working environment is in the support center office, and the work is sedentary. Typically, the associate may sit comfortably to do the job. However, some tasks and activities may be walking, standing, bending, carrying light items such as papers, files, books, and small parts, driving an automobile to a store location, etc. These activities are not frequent and do not require significant physical demands to perform the work.

While involving everyday risks or discomforts, the work environment is designed with standard safety precautions. These precautions, typical of offices, meeting and training rooms, retail stores, residences, or commercial vehicles, include using safe work practices with office equipment, avoiding trips and falls, observing fire regulations and traffic signals, etc. The work area is adequately lighted, heated, and ventilated, ensuring the safety and comfort of our associates.

Benefits

We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match. In addition, associates of SBH may take advantage of our in house salon with complementary services and a varied selection of food options at our corporate campus. Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount!