Senior Business Analyst - Retention [T500-22029]

ANSR is hiring for one of its clients.

About Dr. Martens:

Dr. Martens is an iconic British brand founded in 1960 in Northamptonshire. Produced originally for workers looking for tough, durable boots, the brand was quickly adopted by diverse youth subcultures and associated musical movements. Dr. Martens has since transcended its working-class roots while still celebrating its proud heritage and, six decades later, Docs or DMs are worn by people around the world who use them as a symbol of empowerment and their own individual attitude. The Company listed on the main market of the London Stock Exchange on 29 January 2021 (DOCS.L) and is a constituent of the FTSE 250 index.

SO, WHAT'S THE STORY?

The Customer Retention team is part of the broader Direct To Consumer (DTC) team, which aligns with our corporate strategy of putting our customers and our direct relationships with our customers first. We strive to be a customer-centric division, using the latest technologies and innovations to serve our customers in a manner that is authentic with the brand values.

The Business Analyst in the Customer Retention (CR) Team will play a pivotal role in an agile delivery environment, focusing on optimizing and enhancing customer data platforms (CDP) and customer relationship management (CRM) tools. This role involves working closely with cross-functional teams to gather requirements, analyze business processes, and ensure the successful implementation of solutions that improve customer engagement and loyalty.

THE GIG:

As a Business Analyst, you will:

• Partner with the Delivery Manager and Customer Product Manager to ensure business requirements are accurately captured, prioritized, and translated into actionable technical deliverables.
• Collaborate with stakeholders across marketing, technology, and data teams to gather and document requirements for customer lifecycle management, loyalty programs, and retention initiatives.
• Analyse and map current business processes, identifying opportunities for optimization and alignment with retention strategies.
• Act as the bridge between business and technology, translating complex business needs into clear technical specifications for development teams.
• Drive the successful implementation and integration of CDP and CRM tools, ensuring solutions enhance customer engagement and loyalty across omni-channel experiences (web, mobile, email, in-store).
• Champion website personalization initiatives, enabling tailored experiences that reflect customer preferences and behaviours.
• Leverage data insights from CDP and CRM and Google Analytics platforms to inform prioritization and solution design, ensuring decisions are data-driven and support personalized engagement.
• Communicate progress, risks, and dependencies clearly to stakeholders, maintaining transparency throughout the delivery lifecycle.
• Provide ongoing support and training to users on new systems and processes, ensuring adoption and continuous improvement.
• Develop and maintain comprehensive documentation for business processes, technical specifications, and system configurations.

THE STUFF THAT SETS YOU APART

Must-Have Skills:

• Proven experience as a Business Analyst in an agile delivery environment.
• Strong knowledge of customer data platforms (CDP) and customer relationship management (CRM) tools.
• Advanced understanding of ecommerce MarTech capabilities
• Demonstratable experience with Analytics tools such as Google Analytics, Abobe, Power BI or Tableau. (Preference for GA)
• Excellent analytical and problem-solving skills.
• Ability to translate business requirements into technical specifications.
• Experience with process mapping and business process reengineering.
• Strong communication and collaboration skills to work effectively with cross-functional teams.

Technical Skills:

• Proficiency in CDP and CRM tools.
• Familiarity with agile methodologies and tools (e.g., JIRA, Confluence).
• Experience with data analysis and reporting tools.
• Understanding of integration technologies and APIs.
• Knowledge of SQL and database management.

Soft Skills:

• Communication: Clearly articulating business requirements and technical concepts to stakeholders.
• Collaboration: Working effectively with cross-functional teams to achieve common goals.
• Adaptability: Being flexible and open to changes in a dynamic, agile environment.
• Problem-solving: Approaching challenges with a solution-oriented mindset.
• Attention to Detail: Ensuring accuracy and thoroughness in documentation and analysis.
• Time Management: Prioritizing tasks and managing time efficiently to meet deadlines.
• Empathy: Understanding user needs and perspectives to create user-friendly solutions.
• Continuous Learning: Staying updated with the latest industry trends and technologies.
• Strategic Thinking: Aligning business analysis efforts with organizational goals and objectives.

Education:

• Bachelors degree in computer science, Information Systems, Marketing Technology, or related field.
• Relevant certifications (e.g., Certified ScrumMaster, PMI-ACP, SAFe Agilist) are a plus.

Nice to Have:

• Experience in the retail industry, particularly within a global context.
• Proven track record of collaborating cross-functional technology teams in front-end development or customer experience projects.
• Experience in analysing and mapping customer journeys, and familiarity with digital marketing tools.

We live and breathe Rebellious Self Expression at Dr. Martens, and there are 3 core values at the heart of it. They never stand alone, but work together as a balancing act of rights and responsibilities to support how we work together at DMs. BE YOURSELF . ACT COURAGEOUSLY . SHOW YOU CARE .

At DM your technical capability will go hand in hand with the below:

• Great relationship management that delivers results through effective teamwork
• Youll be a proud custodian to our DMs culture, embodying what we stand for and encouraging others to do the same
• Youll help build a highly engaged team ensuring a collaborative culture and providing guidance & support to other team members
• You will take ownership for your own development, proactively seeking out feedback to build self-awareness
• You will bring the outside-in; youll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving
• Youll lead the way and role model on all things DE&I & wellbeing